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Access to all web support functions (documentation and online source code, online help forums) is generally available 24 hours a day, 7 days a week, 365 days a year, without unplanned interruption of Internet service or planned exemption from Sencha. Notwithstanding the contrary provisions of this agreement, Sencha does not guarantee such availability. All measured services are also generally available 24 × 7 × 365, although the response to each request, after timed care, may not be immediate and may not be addressed by the time conditions in Section 3b. Derogations from the availability of services are communicated in advance on Sencha`s website, where possible. The hours of operation mentioned above are for English-based help and language assistance is processed in section 3c below. Expert services can be used on the basis of availability, depending on the skills required to deliver the service. Expert services may include remote troubleshooting of computer systems, performance optimization, and verification of customer application code code by Sencha support staff. Every 30 minutes of expert service with the exception of on-site training, 25 x credits with a minimum of 30 minutes per requirement (even if the service does not have an actual duration of 30 minutes). All requests for expertise must be planned in advance so that Sencha and the client can see an amicable availability. Depending on the demand, Sencha can provide information on the measures needed for a specific expert service. 1.

Support Services IncludedThe services listed below apply only to Sencha products for which they were purchased („Software“) and not to other applications, libraries or products developed or sold by Sencha or Senchas resellers. Support, if available, for another product of this type is subject to a separate agreement. All of the features listed below are only available for the support period (as defined below) and services will no longer be available immediately after the end of this contract.