During the term of this Agreement, Kensium agrees to provide maintenance and support services for the Covered Software operating at the site(s) and on the hardware configurations listed in Agreement ("Maintenance Services"). Unless specifically listed in Agreement, Covered Software does not include hardware vendor operating systems and other system software, Client-developed software, and third-party software (except any third party software embedded in the Covered Software).
Support Services. During the term of this Agreement, Kensium will provide the services described herein so as 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.
As requested by Client and upon reasonable notice and approval by Kensium, Kensium shall provide personnel for any of the Covered Sites. Dedicated personnel will perform ongoing system administration, monitoring, reconfiguration and tuning, problem diagnosis, and resolution, and interfacing with Client personnel on production system issues, to the extent possible during normal business hours. These personnel shall also be responsible for the installation of new Kensium software releases on the production system and the distribution of documentation updates. In addition, dedicated personnel will provide training to Client personnel on the operation and administration of the Covered Software as time permits.
Client may use the services described herein only by making reference to the authorized support Agreement number. All such reports and requests will be made through the authorized individuals (up to two  per site), designated by Client in Agreement, who may be changed by Client from time to time by written notice to Kensium. A twenty-four (24) hour Support Center EMAIL (firstname.lastname@example.org) is provided for problem reporting outside of normal business hours.
Maintenance fees and fees for on-site support, if applicable, will be invoiced annually, thirty (30) days in advance of the year.
The charges for time and materials services and any expenses as described in this Agreement will be invoiced each month for charges (services, material and expenses) incurred in the previous month.
All undisputed invoices shall be due and payable within thirty (30) days of the date of the invoice. A service charge of 5% per month or the lawful prevailing rate, whichever is lower, will be applied to all invoices which are past due. Such charges shall apply from the date Client is notified that the amount is past due.
KENSIUM SOLUTIONS PVT. LTD.,
KRB Towers, 4th Floor
Plot No. 1-4 & 4A,
Jubilee Enclave, Madhapur,
Hyderabad, Telangana - 500081.
Send an email to: email@example.com
Call Customer Support at: 877 KENSIUM