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Contract Template
Co-operative Support Agreements
We have established cooperative support agreements with all our vendors to provide
seamless support processes to customers with multivendor products. These
agreements provide designated contacts at the vendors for support engineers. These
contacts will expedite your problem or raise its priority within their support
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organisation. You must have a valid support contract with all vendors involved to take
advantage of this feature.
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Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town):
support@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1111 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours
(GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
CONTRACT NO.: SYBJHB______
SOFTWARE SUPPORT AGREEMENT
ENTERED INTO BY AND BETWEEN :-
SYBASE SOUTH AFRICA (PTY) LIMITED
Registration No.: 1991/002268/07
(hereinafter referred to as “Sybase”)
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of
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21 Woodlands Drive, Country Club Estate
Building 1, Woodmead
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Tel: (011) 804-3740
and
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_____________________________________
Registration / Identity No.: _________________________
(hereinafter referred to as “the customer”)
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of
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_________________________________________
_________________________________________
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_________________________________________
_________________________________________
(jointly referred to as “the parties”)
1. DEFINITIONS
1.1. In this agreement, unless the context otherwise requires, the following words
and expressions will have the meanings assigned to them hereunder:-
1.1.1. “agreement” means this software support agreement together with all
schedules hereto, which will be initialed by the parties for purposes of
identification;
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1.1.2. “effective date” means the date on which the customer acquired the
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licenses in respect of the products from Sybase or such other date as
agreed by Sybase and the customer;
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1.1.3. “product licensor” means the party/ies that own/s all rights, including
intellectual property rights, in and to each product;
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1.1.4. “the product/s” means the machine readable object code of the
software programs to which the support services will apply, which are
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listed and described in schedule 1 hereto;
1.1.5. “supported software” means the software and related quantities
covered under the current maintenance renewal period as per
described in schedule 1.
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1.1.6. “Named Contacts” means the persons designated in writing by the
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customer to communicate with Sybase support engineers in respect of
the support services. The Named Contacts may be changed by the
customer furnishing written notice to Sybase;
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1.1.7. “renewal date” means the annual anniversary date of the effective
date;
1.1.8. “support services” means the services, described in clause 2 hereto,
rendered in respect of each product that is described in schedule 1
hereto, which services will be provided by Sybase to the customer in
terms of this agreement.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 4
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
1.1.9. “third party software” any software or application developed by any
other company outside of Sybase Inc.
1.2. Unless a contrary intention clearly appears :-
1.2.1. Words importing natural persons will include a reference to bodies
corporate and other legal personae, a reference to any gender
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includes references to the other genders and words importing the
singular will include a reference to the plural and vice versa;
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1.2.2. A reference to any party will include that party’s successors and lawful
assigns;
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1.2.3. The captions and headings in this agreement are for reference
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purpose only and will not affect the interpretation thereof.
2. SUPPORT SERVICES
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2.1. The customer will nominate four Named Contacts who will have telephonic
access to Sybase’s technical support engineers at its South African support
centre during its normal business hours, from 8h30 to 17h00 Monday to
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Friday, for the provision of assistance in the installation or use of the
products, reporting product problems and basic advice on upgrades of the
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products and the impact of the upgrading or modification of the customer’s
operating systems on the products.
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2.2. Sybase will allocate the customer’s service needs in accordance with the
following priority schedule :-
2.2.1. P1 - The product is not operational in that the customer’s
business that is dependent on the product is halted or the
performance of the product is severely impacting on the customer’s
business. Sybase will respond to the customer’s call within 1 hour;
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 5
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
2.2.2. P2 - The product is operational but its functionality is
seriously affected. There may be a temporary solution but
implementing the temporary solution will be time consuming and will
adversely affect that part of the customer’s business dependent on the
product. Sybase will respond to the customer’s call within 2 hours;
2.2.3. P3 - The product is operational but the customer’s business
has been adversely affected. The customer’s business that is
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dependent on the product can continue for a reasonable amount of
time before the problem becomes critical. A temporary solution is
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available and is acceptable to the customer. Sybase will respond to
the customer’s call within 4 hours;
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2.2.4. P4 - The product is operational and the customer wants to
submit an enhancement request or has queries or requires further
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information regarding the product. Sybase will respond to the
customer’s call within 4 hours.
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After responding to the call within the allocated response time and gathering
additional information if requested, Sybase will develop and communicate a
plan for addressing the support request which may involve the providing of a
fix, developing a workaround, or providing an alternative solution.
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2.3. Named Contacts will contact Sybase’s support centre when a product fails to
function as described in the user documentation and will, if requested by
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Sybase, provide product problem descriptions in a detailed form. The
information provided by the Named Contacts regarding the product problem
will determine which priority level the call will be allocated to.
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2.4. Named Contacts will provide reasonable assistance to Sybase in verifying,
replicating and/or correcting product problems which may include providing
Sybase with remote and/or physical access to the customer’s computer
system. Remote access will include, but not be limited to, modem access or
access via internet connection. Sybase will determine if and when on-site
support is necessary.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 6
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
2.5. Sybase will investigate and use commercially reasonable efforts to resolve
product problems reported by Named Contacts. Product problem resolution
may include, but is not limited to, an explanation or clarification of the
functional operation of the products, suggested alternative uses of the
product, a temporary method of circumventing the product problem or a
recommendation of the installation of a maintenance release which corrects
the product problem.
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2.6. Sybase will use reasonable efforts to provide timeous resolutions to product
problems.
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2.7. When requested by the customer, and if they are made generally
commercially available in South Africa by the product licensor, Sybase will
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provide the customer with one copy of each product release, maintenance
release and/or rapid release. In no event will Sybase or the product licensor
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be responsible for the compatibility of any rapid release, product release or
maintenance release with any previous version or release of any modified
product.
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2.8. Should Sybase determine that the customer’s service needs fall outside the
scope of the support services outlined in this clause, then such services will
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constitute additional software services described in clause 8 below. Prior to
proceeding with a chargeable service, Sybase and the customer will agree on
the service to be provided and the fee that will be charged in respect of that
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service.
3. SOFTWARE SERVICES – PROGRAM REVISIONS
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3.1 Deliverables: Sybase will provide the following updates and improvements to
the Supported Software, as they are made generally available to Sybase customers
on support plans that include these services. When deploying such updates and
improvements, the Customer will maintain all software, hardware, and network
equipment in the configuration recommended by Sybase or by the appropriate
equipment vendor.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 7
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
3.1.1. Maintenance Releases. Sybase will provide bug fixes or workaround
solutions to correct, to the extent reasonably possible, any defects in the
Supported Software, which cause the Supported Software not to operate in
accordance with the Supported Software published end user documentation.
Sybase reserves the right to make corrections or fixes only to the current or
immediately preceding version of the Supported Software.
3.1.2. Updates. Sybase will provide Updates to the Supported Software,
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which Sybase designates as "internal improvements". The term "Updates"
will mean any program, any part thereof, or any materials not included in the
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software at the time of initial license, which modify or improve the existing
functions of the software programs. Updates do not include any new
modules which Sybase designates as software products and for which it
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charges a separate fee or any new software products which Sybase
designates by a different product name. Updates are subject to any new or
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additional product specific license terms, which accompany the program.
3.2 Delivery Method: Sybase will provide the revisions described under
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Schedule 1 to the customer upon request, by either shipment or electronic
distribution. If such requested revisions are shipped to Customer, shipping and
handling fees will apply.
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3.3 Limitations:
3.3.1. New Operating Systems. Sybase does not have an obligation to
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modify the Supported Software to run with new versions of the Operating
System.
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3.3.2. Patching. Sybase does not recommend patching as a method of
resolving database corruption as patching poses risks to data integrity.
Nevertheless, Sybase understands that there are circumstances where
patching may still be requested by the Customer. Under these circumstances
for patching to be attempted, Customer assumes the risk of patching. Sybase
will not be liable for any loss or corruption of data. Any attempt by Sybase to
perform a patch is without warranty of any kind. The following restrictions
apply:
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 8
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
× The Customer must grant Sybase Technical Support exclusive
access to the database server.
× Any tools used by Sybase personnel are the property of Sybase
and are not intended for use by Customers.
The patching techniques used by Sybase personnel will not be used by Customer unless
specifically instructed to do so by a representative of Sybase Technical Support.
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4. CONDITIONS
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4.1. The support services are subject to the following conditions:-
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4.1.1. The customer must have paid in full all support services fees;
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4.1.2. Sybase will not provide support services with respect to restoration of
lost data, third party software or applications being used in conjunction
with the products or derivative works. Sybase has no obligation to
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assist the customer to develop or debug applications which use the
products;
4.1.3. Sybase will not render support services in respect of computer
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hacking, security breaches, or illegal or unauthorised access to
software products, servers or computer systems;
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4.1.4. Subject to the product licensor’s “product retirement” policy, Sybase
will only render support services in respect of the present version and
the immediately preceding version of a particular product, unless
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otherwise agreed in writing;
4.1.5. Sybase will not be liable for any delay caused by force majeure, or
any cause beyond Sybase’s reasonable control. Any agreed response
time will be subject to reasonable extension in the event of such a
delay;
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 9
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
4.1.6. No attempt is made, other than by Sybase, to remove or repair any
defects or deal with any errors in the products;
4.1.7. Sybase will not provide support services with respect to any products
altered or modified by the customer or unqualified third parties acting
without instructions from Sybase. Sybase or the product licensor will
carry out any and all development, enhancement or modification of
the products;
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4.1.8. Sybase will not provide support services with respect to products not
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operated on operating environments certified by Sybase or in a
manner inconsistent with the user documentation or license use
terms;
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4.1.9. Sybase will only offer support services if the customer’s hardware and
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operating system are the subject of a separate hardware and software
maintenance agreement with the manufacturer/s and/or licensed
suppliers of such hardware and software. Where, in the reasonable
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opinion of Sybase, the customer’s computer or operating system is
the cause of the product’s failure to operate, Sybase will not be
required to provide the customer with support services until the
customer’s computer system has been repaired;
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4.1.10. No modifications, including without limitation, additions or changes to
hardware, operating system, compilers or co-resident software, will be
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made to the customer’s computer and operating system if such
modifications do not accord with the minimum requirements specified
in the user documentation provided with the products or without the
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customer first obtaining Sybase’s advice as to whether the products
will be compatible with such modifications.
4.2. In the event that it is found that liability does attach to the conduct of Sybase,
its employees, its representatives or contractors, such liability in respect of
damages, costs, fees and expenses capable of being awarded to the
customer or any other party will be limited to Sybase’s support fee paid or
payable by the customer for the product or service, the particular renewal
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 10
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
period and that part of the customer’s system on which the specific product
was operated to which the claim relates.
4.3. No action, regardless of form, arising out of the transactions under this
agreement may be brought by the customer more than one year after the
events which gave rise to the cause of action occurred.
4.4. Nothing in this agreement will be construed as transferring any title in and to
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the products, including updates, modifications, corrections or enhancements.
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5. THE CUSTOMER’S RESPONSIBILITIES
The customer undertakes to :-
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5.1. Use the products in accordance with the operating instructions recorded in
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the manuals and user documentation supplied on the purchase of the
products;
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5.2. Ensure that the software licenses relating to the use of the products are
renewed throughout the term of this agreement and that the products are
used only as permitted by the terms and provisions of such licenses. In this
regard, once the customer acquires the latest update of a product, the
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customer may continue to use the licenses for the previous version of the
product or may replace some or all of the copies of the previous versions of
the product with the latest update. In any event, at any moment in time, the
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cumulative total number of licenses (previous version and latest update
combined) installed and in use may not exceed the cumulative number of
licenses purchased by the customer;
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5.3. Designate and train Named Contacts who will ordinarily be the sole contact
with Sybase. The Customer will ensure that the Named Contacts are familiar
with its operating environment and the use of the products;
5.4. Install the product and any updates;
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 11
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
5.5. Ensure that only properly trained employees operate or use the products in
accordance with the operating instructions and user documentation supplied
with the products;
5.6. Notify Sybase promptly of any product malfunction, programming error or
other problem in accordance with procedures furnished by Sybase including
providing sufficient information as reasonably requested by Sybase to
identify, reproduce and analyse the reported problem;
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5.7. Control the environmental conditions of the computer system on which the
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products are run in accordance with the specifications received from the
hardware vendor;
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5.8. Regularly carry out all necessary back up procedures to ensure that data
integrity can be maintained in the event of loss or corruption of data for any
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reason. The customer hereby agrees that Sybase will not be liable in any
circumstances for any lost or corrupted data, files or programs or for any
consequences arising there from;
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5.9. Maintain whatever systems and procedures are necessary in order to protect
the confidential and proprietary information contained on its database and to
only disclose such information to Sybase as is necessary to allow Sybase to
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render the support services in terms of this agreement;
5.10. Provide Sybase with access to and use of the customer’s information and
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facilities reasonably necessary to enable Sybase to render its support
services in terms of this agreement;
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5.11. Provide Sybase’s personnel with access to a telephone and internet access
on the customer’s site which can be utilised in the rendering of support
services and the costs of such calls and internet usage will be for the
customer’s account.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 12
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
6. PAYMENT
6.1. The fees payable by the customer to Sybase for the support services will be
Sybase’s ruling support fees at the effective date and at each renewal date.
6.2. Payment of Sybase’s fees must be effected by the customer annually in
advance on or before the effective date and renewal date.
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6.3. The customer will be liable to pay interest in respect of amounts not paid on
due date at prime rate + 2% as published by the Standard Bank of South
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Africa as at the due date.
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6.4. In addition to the above, if the customer fails to pay Sybase’s fees in
accordance with the provisions of this agreement Sybase will be entitled,
without prejudice to its rights in terms of this agreement and in terms of law,
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to:-
6.4.1. immediately suspend the support services until the customer pays the
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total outstanding fees together with any interest that has accrued
thereon. The suspension of support services in terms of this clause
will not effect the term of this agreement and the customer
acknowledges that it will not have any claims of whatever nature
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against Sybase in respect of the suspension of the support services;
or
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6.4.2. cancel this agreement and claim any damages that it may have
suffered.
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7. TERM AND CANCELLATION
7.1. This agreement will commence on the effective date and remain of full force
and effect for an initial period of twelve months and thereafter will
automatically renew for further periods of twelve consecutive months on each
renewal date, mutatis mutandis on the same terms and conditions herein set
forth, unless terminated in terms of the provisions of this agreement.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 13
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
7.2. The customer will be entitled to cancel this agreement by furnishing Sybase
with 60 (sixty) days written notice of cancellation prior to the following renewal
date. Such notice will result in the agreement terminating on the following
renewal date.
7.3. In the event that the customer cancels this agreement and at a later stage
wishes to contract with Sybase to provide further support services in respect
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of the products, the customer will be liable for payment of all fees that would
have been payable from date of the customer’s cancellation to the date of
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conclusion of a further contract with Sybase.
8. ADDITIONAL SOFTWARE SERVICES
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The following services fall outside the scope of support services provided in terms of
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this agreement and as such are excluded from this agreement. Sybase will offer the
customer the following services at an additional charge based on Sybase’s current
rates at the time and on such other terms as the parties may agree:-
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8.1. On-site services at the customer’s premises;
8.2. Performing product upgrades;
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8.3. Performing system and application migrations and integrations;
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8.4. Project management and system development;
8.5. Performance monitoring of the products;
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8.6. Recommendations on tuning or carrying out of tuning on the products in order
to facilitate optimal performance of the products;
8.7. Setting up and testing disaster recovery procedures;
8.8. Setting up, automating and performing database administration procedures;
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 14
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
8.9. Maintenance and support of specific applications;
8.10. Consulting on application development.
9. CESSION
Sybase will be entitled to cede, transfer and assign its rights and obligations in terms
of this agreement to a third party without requiring the prior consent of the customer
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to such cession. The third party will be bound by the terms and conditions of this
agreement mutatis mutandis. Sybase undertakes to notify the customer in writing of
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such cession.
10. APPLICABLE LAW AND JURISDICTION
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10.1. This agreement will be construed in accordance with, and governed by, the
laws of the Republic of South Africa.
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10.2. The parties consent to the jurisdiction of the Magistrate’s Court of the
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Republic of South Africa, irrespective of the value or nature of the claim.
However, nothing herein will preclude either party from instituting proceedings
in the High Court of the Republic of South Africa.
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10.3. Sybase, in its sole discretion, may elect to refer any dispute arising from this
agreement to arbitration, in which event an arbitrator will be appointed by the
Arbitration Foundation of Southern Africa and the rules of such foundation will
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govern the arbitration proceedings.
11. DOMICILIUM CITANDI ET EXECUTANDI
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11.1. The parties choose as their domicilium citandi et executandi for all purposes
arising from or in connection with this agreement as the addresses indicated
on the first page of this agreement.
11.2. The parties will be entitled to amend such address by furnishing the other
party with 15 (fifteen) days written notification thereof.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 15
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
11.3. Any notice to be given by any of the parties to the other will be:-
11.3.1. Deemed to have been received within 5 (five) days after the posting
thereof by prepaid registered post; or
11.3.2. Deemed to be received on the date upon which it was in fact delivered
by hand.
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12. SEVERABILITY
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Each of the provisions of this agreement will be considered as separate terms and
conditions and in the event that this agreement is affected by any legislation or any
amendment thereto, or if the provisions herein contained are by virtue of that
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legislation or otherwise, held to be illegal, invalid, prohibited or unenforceable, then
any such provision will be ineffective only to the extent of the illegality, invalidity,
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prohibition or unenforceability and each of the remaining provisions hereof will
remain in full force and effect as if the illegal, invalid, prohibited or unenforceable
provision was not a part hereof.
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13. GENERAL
13.1. This agreement constitutes the whole agreement between the parties as to
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the subject matter hereof and no agreements, representations or warranties
between the parties other than those set out herein are binding on the parties.
This agreement will supersede any previous agreements concluded between
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the parties regarding support services.
13.2. No amendment, alteration, variation or cancellation of this agreement,
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whether consensual or unilateral, will be of any force or effect unless reduced
to writing and signed by all parties to this agreement.
13.3. No latitude, indulgence or extension of time granted by any one party to the
other will prejudice in any way the rights of such party nor will it create new
rights, nor will it be construed as a waiver of such party’s rights.
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 16
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
THUS DONE AND SIGNED BY SYBASE, HEREIN REPRESENTED BY
____________________________ IN HIS/HER CAPACITY AS
_________________________ WHO WARRANTS THAT HE/SHE IS DULY AUTHORISED
TO REPRESENT SYBASE IN THIS AGREEMENT AND ENTER INTO THIS AGREEMENT
ON BEHALF OF SYBASE, AT ____________________ ON THIS THE __________ DAY
OF ______________ 20______ IN THE PRESENCE OF THE UNDERSIGNED
WITNESSES :-
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AS WITNESSES:
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1. _______________________
Name:
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2. _______________________ ________________________________
Name: For and on behalf of Sybase South
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Africa (Pty) Limited
THUS DONE AND SIGNED BY THE CUSTOMER, HEREIN REPRESENTED BY
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____________________________ IN HIS/HER CAPACITY AS
_________________________ WHO WARRANTS THAT HE/SHE IS DULY AUTHORISED
TO REPRESENT THE CUSTOMER IN THIS AGREEMENT AND ENTER INTO THIS
AGREEMENT ON BEHALF OF THE CUSTOMER, AT ____________________ ON THIS
THE __________ DAY OF ______________ 20______ IN THE PRESENCE OF THE
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UNDERSIGNED WITNESSES :-
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AS WITNESSES:
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1. _______________________
Name:
2. _______________________ ________________________________
Name: For and on behalf of The Customer
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town): 17
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
SCHEDULE 1: SUPPORT SCHEDULE
Customer Name
Contact Name & Surname
Telephone Number
Contract Number
Date Sy
ba
PRODUCTS RENEWAL
DATE se
(from and
SUPPORT
MODEL
Standard
NO. OF
USER OR
SERVER
LICENSE NO. OF
CPU’S
CURRENTLY
Yes/No
OPERATING
MODEL DESIGNATED SUPPORTED SYSTEM/HARDWARE
PLATFORM
to)
SA
or
Enterprise
LICENCES
(P
ty
)L
td
COMPANY NAME Sy SYBASE S A (PTY) LTD
COMPANY NAME
ba
se
Authorised Signature SA Authorised Signature
(P
Name: Name:
Title: Title:
Date: Date:
ty
)L
td
Sybase SA Support Desk (Johannesburg): Sybase SA Support Desk (Cape Town):
helpdesk@sybase.co.za helpdeskcpt@sybase.co.za
Tel +27 (11) 202 1000 during office hours (GMT +2) Tel +27 (21) 657 1600 during office hours (GMT +2)
082 881 3489 after hours for Sybase P1 cases only 083 678 6238 after hours for P1 cases only
078 801 3354 after hours for BI P1 cases only
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