This Connection Services Policy (the “Policy”) applies to Customers purchasing the Services. GoldenSource provides only Limited Support (as defined in Section 4 below) for Customers that have licensed a Connection without purchasing the Services.This Policy provides Connection Services for Vendor-related issues only. Provided that Customer has contracted and paid for Maintenance Services for the GoldenSource Licensed Software, Exhibit B (“Standard Maintenance Services – Terms and Conditions”) of this Agreement applies to any other maintenance and support issues for Connections (including help desk services, telephone support, issue response/resolution unrelated to Vendor issues, Specified Location Assistance), except any Connection which is subject to Limited Support (as defined in Section 4 below). Section 8 of Exhibit B (“Releases; Versions”) also applies to Connections, as described in Section 4 of this Policy, except any Connection which is subject to Limited Support. Notwithstanding the foregoing, in the event of a conflict between Exhibit B and this Policy, this Policy shall apply.
GoldenSource endeavors to provide timely delivery of a Connection configuration change or object code change (“Connection Updates”) to accommodate Mandatory Vendor Changes with the objective of keeping the load process for the Connection functioning. More information on these procedures can be found in the Operations Guide.
GoldenSource will handle unannounced Vendor Changes on a reasonable efforts basis. If such a Vendor Change is encountered either within GoldenSource’s own testing facilities or reported from a Customer implementation, GoldenSource will endeavor to provide the related assessment and solution sooner than as stated in the procedures for announced Vendor Changes (which are set forth in this Policy and the Operations Guide).
If a Connection has not been deployed on a particular previous Release by any Customer, GoldenSource may provide only Limited Support for such Connection.
No Connection Updates will be delivered for Connections running on Versions/Releases under Limited Support (whether for Vendor Changes or any other reason).