Software Maintenance Agreement*

The Software Maintenance Agreement covers technical support and maintenance on all off-the-shelf software purchased through ChemWare. Additional charges may apply for assistance outside of normal working hours, for training or methods configuration services, or for support on custom applications or software not provided by ChemWare.

Also included in the Software Maintenance Agreement:

• Downloadable point releases and patches via web site
• Online creation and searching of Technical Support Requests (TSRs) 
• Single point of contact for Oracle, Reporting/Actuate and Data Management/SDMS support
• Remote troubleshooting and support via web conferencing
• Searchable Knowledge Base
• Invitation to Technology Forum/User Group Meeting
• Independent software validation
• Beneficiary to escrow agreement with Business Records Management 
• Optional 24x7 emergency support