(e) the use, interconnection or integration of the product supported by an operating system or software or hardware or network systems that are not designated as ABBYY compatible (the requirements are published on ABBYY`s website under support.abbyy.com); ABBYY may, at its sole discretion, offer the customer other support services in addition to the above services. In this case, the terms of these additional benefits must be defined in a separate agreement between ABBYY and the client. c) on-site support services (services are provided remotely); 1.3. “End of Life Products” or “EOL Products” refers to ABBYY products that have been stopped or retired by ABBYY and are no longer covered under standard services. l) assistance or assistance in the event of errors, defects or malfunctions related to a project. b) applications developed by the customer or by other third-party products; ABBYY provides services for the latest version levels and the previous version upgrade of the supported product. When a new version upgrade is made public, the previous version upgrade is considered an end-of-sale product and is no longer available for new customers. All previous upgrades to the end-of-sale version are then considered an end-of-service product. Abbyy only handles critical issues when upgrading the product version at the end of the sale for an additional two (2) years or until another version upgrade of the support product is made public. 1.1. “agreement for the supported product,” the agreement that contains the terms of the license and use of the supported product. ABBYY will make reasonable economic efforts to meet the response and solution time outlined below, in accordance with the levels of resolution and ALS for the respective level of service. Each new assistance ticket has the severity initially classified by the customer and ABBYY reserves the right to reclassify each assistance ticket according to the degrees of severity listed below.
If the ticket has been classified as critical (S1) or severe (S2) and ABBYY discovers that there is a problem, the problem-solving period only begins when the customer has provided ABBYY with enough information for ABBYY to begin diagnosing the problem, including, but not limited to sufficient information to replicate the problem. The client accepts that, although ABBYY is making an economically appropriate effort to achieve the response and settlement time, these objectives are only estimates and not a guarantee. ABBYY will make appropriate economic efforts and expertise to determine whether behaviour, abnormality or failure is a problem. These abbyy support and maintenance conditions (“Conditions”) include the conditions under which ABBYY provides software support and maintenance services (“customer”) to end-users of the supported product (“customer”). The seller monitors the suppliers` compliance with the support obligations provided by the supplier product support agreements and, if necessary, takes corrective action with the buyer. The customer must pay ABBYY`s fees for the product supported. Service charges, if any, must be paid within 30 days of the date of the applicable ABBYY invoice, unless otherwise stated in the offer, in accordance with the current agreement between ABBYY and the Customer or an applicable offer, from the first day of the month following the month in which the right to use the supported product was granted in accordance with the agreement for the product. The fee for services provided during the first month of the validity period (i.e.