Support Terms

This Support Agreement is between Gersony Medical Media, Inc. d/b/a Medmovie (“Medmovie”) and the entity or individual (“Customer”) identified in an order, quotation, purchase order, or other transaction document (“Order”). This Agreement sets forth the terms and conditions that govern the Order (collectively, the “Agreement“).

1. Scope. Medmovie will support, maintain and update the Medmovie products and services by providing bug fixes, enhancements, and operating system updates, in accordance with this Support Agreement (“Support”). Customer may obtain Support as set out in each quote, purchase order, or other transaction document, mutually agreed by the parties (“Order”).

2. Support Delivery.  Customer shall submit requests for Support via an issue tracking system or email designated by Medmovie for receiving support requests.

3. Support Hours. Medmovie will provide Support during the business hours of 9am to 5pm Eastern US Time, unless otherwise agreed in writing by Medmovie.

4. Fees. Fees for Support during the initial annual period shall be set out in each Order. Payment  terms are net 30 days, except as otherwise set out in the Order.

5. Renewal; Price Changes.  Support shall auto-renew, unless either party provides notice of non-renewal at least 30 days prior to renewal. Medmovie will provide notice of any price changes for each renewal period at least 60 days in advance of renewal.

6. Support Lapse. If Support lapses, and customer thereafter chooses to purchase Support, the parties will mutually agree on any reinstatement, professional services, or applicable in a separate Order.

7. Designated Contact. Customer shall identify and maintain one Designated Contact (unless additional Designated Contacts are approved by Medmovie). Customer shall notify Medmovie whenever Designated Contact responsibilities are transferred to another user. “Designated Contacts” are users who customer identifies as primary liaisons between customer and Medmovie for Support.

8. Cooperation. Medmovie must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with Medmovie to reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate. Subject to Customer’s approval on a case-by-case basis, Users may be asked to provide remote access to their Medmovie application and systems for troubleshooting purposes.

9. Excluded Support Items. The following items are excluded from Support: (a) assistance in developing user-specific configurations, customizations, or enhancements; (b) assistance with non-Medmovie products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems; (c) assistance with installation or configuration of hardware, including computers, hard drives, networks or printers, databases, software, or other customer environment requirements; (d) versions of operating systems, devices, and other technology, not certified by Medmovie for compatibility or interoperability with the specific Memovie product or service, or for which Medmovie no longer offers Support.

10. Changes to Terms. Medmovie may change the terms of Support from time to time in its sole discretion.