SIERRA Product Updates and Upgrades:
Periodically, SIERRA may develop permanent fixes for known issues in the Software and integrate them into a formal “Update” or may introduce new functions or capabilities to the Software “Upgrade.” If the buyer is under Maintenance Support from SIERRA on the general release date for an Update or Upgrade, SIERRA will furnish the buyer with the Update and related Documentation (the standard user documentation, manuals, and other printed and online reference materials delivered to the Buyer by SIERRA, which relates to the Software), both at no additional charge.
Technical Support via Telephone and Electronic Mail:
Client’s authorized system personnel are entitled to contact the SIERRA support line during normal business hours on regular business days, excluding SIERRA holidays. This contact allows for consultation with SIERRA technical analysts regarding problem resolution, bug reporting, documentation clarification, and general technical guidance. The client’s authorized system personnel may also reach out to SIERRA through electronic mail or fax. Requests for technical assistance may originate from the designated System personnel from the Client.
Other Software:
SIERRA shall have no support obligations concerning any hardware or software product other than the eFACiLiTY® Software.
