Please note: This is a Sole Source Notification. Specifications include, but are not limited to: A. SUPPORT SERVICES During the term of this Agreement, Q-Free will provide the services described herein to maintain the Covered Software in good working order, keeping it free from material defects so that the Covered Software shall function properly and in accordance with the accepted level of performance as set forth in the License Agreement. B. SUPPORT CENTER HOURS Q-Free will make available to Customer a telephone and email help desk facility for Customer to contact, requesting service of the Covered Software. The Support Center can also be used to notify Q-Free of problems associated with the Covered Software and related documentation. Unless indicated below, our standard maintenance package includes support Monday through Friday from 8:00 am to 8:00 pm Eastern, excluding federal holidays. Extended coverage is available for an additional fee. ☐ Upgrade to 24/7 phone and email support for a fee (defined in Exhibit B) C. ONLINE SUPPORT PORTAL Q-Free will make available to Customer an online Support Portal to access, download, and review support material for Covered Software that may include (1) product manuals; (2) video tutorials; (3) application or firmware downloads; (4) release notes; (5) technical notes, instruction guides. The Support Portal can also be used to create a support ticket and to notify Q-Free of problems associated with the Covered Software and related documentation. The Support Portal will be accessible to Customer-approved users with verified Customer email address throughout the duration of this Agreement.
