Support and Maintenance Terms

Last updated: Jan 20, 2026

To the extent Aspect has become obligated for support and maintenance, the following will apply with respect to software Services so long as they remain Aspect’s standard terms and the Licensee is in full compliance with the Agreement. Capitalized terms not defined in Section 5 below have the same meaning as in Aspect’s standard Cloud Service Terms.

1. Support and Maintenance Services

Support and Maintenance Services consist of (a) Error Correction and provided to a single consistent technical support contact concerning the installation and use of the then current release of the Services and the Previous Sequential Release, (b) Slack Support, (c) E-mail Support, and (d) Services updates that Aspect in its discretion makes generally available to its support and maintenance customers without additional charge.

2. Error Priority Levels

Aspect shall exercise commercially reasonable efforts to correct any Error reported by Licensee in the current unmodified release of the Services in accordance with the priority level reasonably assigned to suchError by Aspect.

• Priority A Errors - Aspect shall respond within one business day and promptly commence the following procedures: (i) assign Aspect engineers to correct the Error; (ii) notify Aspect management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) provide Licensee with periodic reports on the status of the corrections; and (iv) initiate work to provide Licensee with a Workaround or Fix.
• Priority B Errors - Aspect shall exercise commercially reasonable efforts to include the Fix for the Error in the next regular maintenance release of the Services.
• Priority C Errors - Aspect may include the Fix for the Error in the next major release of the Services.

If Aspect believes that a problem reported by Licensee may not be due to an Error in the Services, Aspect will so notify Licensee. At that time, Licensee may (1) instruct Aspect to proceed with problem determination at its possible expense as set forth below, or (2) instruct Aspect that Licensee does not wish the problem pursued at its possible expense. If Licensee requests that Aspect proceed with problem determination at its possible expense and Aspect determines that the error was not due to an Error in the Services, Licensee shall pay Aspect, at Aspect’s then-current and standard consulting rates, for all work performed in connection with such determination, plus reasonable related expenses incurred there with.Licensee shall not be liable for (i) problem determination or repair to the extent problems are due to Errors in the Services; or (ii) work performed under this paragraph in excess of its instructions; or (iii) work performed after Licensee has notified Aspect that it no longer wishes work on the problem determination to be continued at its possible expense (such notice shall be deemed given when actually received by Aspect). If Licensee instructs Aspect that it does not wish the problem pursued at its possible expense or if such determination requires effort in excess of Licensee’s instructions, Aspect may,at its sole discretion, elect not to investigate the error with no liability therefor.

3. Exclusions

Aspect shall have no obligation to support: (i) altered or damaged Services or any portion of the Services incorporated with or into other software; (ii) any Services that are not the then current release or immediately Previous Sequential Release; (iii) Services problems caused by Licensee’s negligence, abuse or misapplication, use of the Services other than as specified in the Aspect’s user manual or other causes beyond the control of Aspect; or (iv) Services installed on any hardware or system that is not supported by Aspect. Aspect shall have no liability for any changes in Licensee’s hardware or systems which may be necessary to use Services due to a Workaround or maintenance release.

4. Premium Support

To the extent Licensee is entitled to Premium support: Licensee will be given access to expanded Aspect contact information, including technical support managers and engineers; Licensee will be assigned an Aspect technical support engineer as primary contact during Aspect business hours (PST); and Licensee’s Error reports will be given priority over Error reports of the same priority level from Basic support customers.

5. Definitions

“E-mail support” means ability to make requests for technical support assistance by e-mail at any time (with reasonable efforts by Aspect to respond within one business day) concerning the installation and use of the then current release of the Services and the Previous Sequential Release.

• “Error” means an error in the Services which significantly degrades such Services as compared to the Aspect’s published performance specifications.
• “Error Correction” means the use of reasonable commercial efforts to correct Errors.
• “Fix” means the repair or replacement of object or executable code versions of the Services or documentation to remedy an Error.
• “Previous Sequential Release” means the release of the Services which has been replaced by a subsequent release of the same Services. Notwithstanding anything else, a Previous Sequential Release will be supported by Aspect only fora period of twelve (12) months after release of the subsequent release.
• “Priority A Error” means an Error which renders the Service inoperative.
• “Priority B Error” means an Error which substantially degrades the performance of the Services or materially restricts Licensee’s use of such Services.
• “Priority C Error” means an Error which causes only a minor impact on the Licensee’s use of the Services.
• “Web Support” means information available on the World Wide Web, including frequently asked questions, product documentation and bug reporting.
• “Workaround” means a change in the procedures followed or data supplied by Licensee to avoid an Error without substantially impairing Licensee’s use of the Services.

THESE TERMS AND CONDITIONS CONSTITUTE A SERVICE CONTRACT AND NOT A PRODUCT WARRANTY. ALL SERVICES AND MATERIALS RELATED THERETO ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE AGREEMENT. THIS ATTACHMENT IS AN ADDITIONAL PART OFTHE AGREEMENT AND DOES NOT CHANGE OR SUPERSEDE ANY TERM OF THE AGREEMENT EXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.