Intrado Inc. (as successor in interest to Connexon Telecom Inc) Support Policy

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1 (as successor in interest to Connexon Telecom Inc) Version L_September 2 nd 2014

2 Contents INTRADO SUPPORT POLICY OVERVIEW SUPPORT SERVICES What is included in the Intrado Support Services What is excluded from the Intrado Support Services CUSTOMER RESPONSIBILITIES General Software Hardware Maintenance Interaction with PSAP HOW TO REACH INTRADO SEVERITY LEVELS ESCALATION GUIDELINES INTRADO RESPONSIBILITIES Expiration of the Product Maintenance Contract Product Maintenance/Major releases ERS Network Maintenance Exigent circumstances: VERSION HISTORY Overview Intrado Support Services are subject to Customer s purchase of Support Services and payment of applicable support and maintenance fees. Confidential and Proprietary Page 2

3 This document is intended for Customers that require an understanding of Intrado Version L pertaining to their products or services. The purpose of this document is to provide guidelines and reference materials needed by the Customer when seeking to engage Intrado Technical Support. The following is bound by the terms and conditions set forth in Intrado s Terms and Conditions of Service or Sale or Terms and Conditions for Sale/Licensing of Product, as applicable. Intrado has produced this policy with the following objectives in mind: Provide information on the support as well as the products and services currently available from Intrado, including definitions, descriptions and procedures Provide comprehensive telephone, and web based support procedures, including an escalation matrix, for Intrado products and services Explain what are the Customer s responsibilities Explain what are Intrado s responsibilities Please review this guide carefully as it contains important information regarding the service and support of Intrado products and services. 2 Support Services For additional assistance or to request a copy of your service contract(s), contact Intrado Technical Support or your sales representative. 2.1 What is included in the Intrado Support Services Product usage guidelines and available configurations Resolution of software defects, usage and configuration Documentation irregularities Access to software updates (upgrades, releases and patches) Customer owned Intrado hardware fault diagnosis and resolution Note: With the exception of hardware faults, all work is performed remotely, according to Customer s security requirements. Confidential and Proprietary Page 3

4 2.2 What is excluded from the Intrado Support Services Intrado s Support Services are contingent upon various exclusions. This is based on the understanding that Products & Services will be used for their intended functions and that the Customer will not modify the software in any way, without prior consent. The following is not covered by the Support Services. However many of the services can be purchase through a Professional Services Order. Configuration change request requiring validation retesting or redesign. For example: provisioning a new IP address to connect to the ERS account, changing the IP address of your EGW, provisioning additional PBX in your EGW Incidents traced back to faulty third party components (firewalls, switches, softswitch, NNI circuits, not managed by Intrado or Intrado Suppliers for either physical (Hardware) or logical (Configuration) reasons. Error created through negligence, abuse, or configuration of the product for purposes other than those specified in the documentation. Problems and/or errors related to Customer failure to back up data. Software or hardware not officially supported, validated or approved as specified in the applicable Intrado product documentation. Software altered or modified by Customer, or third party, where such alterations or modifications have not been approved by Intrado. Software which is no longer covered under the Intrado End of Life Policy. Consistent with industry standard practices, Intrado s policy is to support software for the most current version and one previous major version OR one year after the release whichever comes first. Accidental or intentional damage to hardware components including spills, drops, power surge, improper voltage selection on system s power supply, normal wear and tear, unreasonable or excessive use, acts of God including fire and flood, environmental conditions, act of violence or similar occurrence Damage caused by use of software components not supplied by Intrado, relocation or transportation, servicing not authorized by Intrado, usage not in accordance with product instructions Other exclusions described in the relevant service description and Intrado s terms and conditions Confidential and Proprietary Page 4

5 3 Customer Responsibilities 3.1 General Ensure that Intrado has the most up to date contact information on file. This information can be updated at any time, by contacting the accounts receivable department at Intrado or by sending an to It is also possible to contact the assigned Intrado account manager. Designate qualified technical resources to interact with Intrado support technicians. Customer s designated resource(s) should read and be familiar with Intrado product and services documentation Contact and assist Intrado support technician with diagnostic procedures to identify the root cause of the problem Perform verification and testing as required Update PBX, softswitch, session border controller and firewall settings as required Monitor and respond to system alarms and notifications 3.2 Software Customer to provide, when requested, reasonable remote access to licensed software in order to investigate and troubleshoot technical issues. Remote access to Customer network would be performed using Customer s or Intrado s preferred sharing application Download and load any applicable software from Intrado provided links Deploy upgraded client applications (if applicable) 3.3 Hardware Provide the support technician with Customer s Hardware service tag and physical location. Assist Intrado support technician with diagnostic procedures to identify the root cause of the problem. In the event of a hardware failure, Customer shall provide necessary physical access to Intrado s designated field technician. Work with Intrado support technician to keep full security copies of any software and data. Store and maintain appropriate copies of any data 3.4 Maintenance Customer must provide Intrado with at least 24 hours notice of any planned maintenance activities that may affect or prevent the successful routing of an E911 call. The Customer must provide the following information when making a maintenance notification: Date, time, duration Description of service impact Enumeration of impacted network elements Contact name, number and Confidential and Proprietary Page 5

6 3.5 Interaction with PSAP Customer will commit to coordinating test calls with the local PSAP. Customer will commit to contacting the local PSAP for address display issues caused by PSAP CPE. 4 How to reach Intrado Intrado will provide telephone, web, and support for any Intrado Product for which Customer has purchased Support Services. Support can be obtained 24/7 for all Emergency issues via phone and 5 days per week, 9:00 am 6:00 pm EST for all other issues and enquiries. Method Coordinates Phone Web (Support Portal) ** Mail Intrado Inc Mayrand Street Montreal, Quebec, Canada H4P 2C5 ** Intrado will, during the Support Term, provide Customer with access to online support portal enabling Customers to submit tickets, review existing or outstanding issues, and download product documentation. The online support is available at no additional charge during the term of this Support Agreement, provided that Customer registers to obtain a user name and password in order to access the extranet services. Customer should be prepared to supply as much information as possible including: Description (description of the problem or perceived symptoms) Attachments (logs, traces, screenshots) Date/time the problem/disruption was detected If Customer calls the support desk, the support technician will create a trouble ticket, analyze the problem, and attempt to achieve problem resolution as quickly as possible. When sending an , a trouble ticket/request is automatically created in the TRC ticket/request tracking system. Customer can either continue to correspond with Customer s Intrado support representative via or Customer can log in to the TRC to manage the request. Either way, a seamless communications trail is applied to the request, which is viewable from the support portal. For more information see sections 5 Severity Levels and 6 Escalation Guidelines. For more information on the support portal please click here Confidential and Proprietary Page 6

7 5 Severity Levels Severity levels are used to manage support resources and to resolve important issues as quickly as possible. The severity assigned to the ticket may be later updated (increased or decreased) after analysis. Severity changes are always preceded by a Customer consultation. 4 different severity levels may be assigned to trouble tickets: Severity Level Emergency High Normal Information Production systems that cannot route any 911 calls to the correct destination with two way audio communication that meets acceptable voicequality levels. Furthermore, no immediate workaround is available, and the issue requires immediate corrective action. Production systems that cannot route some 911 calls to the correct destination with two way audio communication that meets acceptable voicequality levels. Furthermore, no immediate workaround is available, and the issue requires corrective action. Production system performance is degraded, there is partial feature unavailability to the Customer, or maintenance and backup processes have been significantly impacted. In all cases, a functional workaround is available. If redundant components are involved, failover to the secondary component is successful and redundancy is being restored. Response time (from receipt of notification) Restoration target (from time of engagement) < 4 hours < 5 hours < 4 hours < 2 days < 1 business day < 5 business days Low All requests for Lab or non production systems. Minimal inaccuracies in documentation. Cosmetic flaws. No service impact to company or operations < 3 business days Situation dependent No commitments on resolution time Response time means Intrado s acknowledgement that Customer has reported an issue. A support engineer is engaged and in contact with the Customer via various means depending on the severity level Restoral time means Intrado s analysis and findings that allow Intrado to temporarily or permanently restore functionality and or availability of the service via a workaround or permanent fix. Confidential and Proprietary Page 7

8 6 Escalation Guidelines Support Tier Tier 1 Tier 2 Tier 3 Tier 4 Tier 5 Title NOC Support On call Resource Customer Relationship Manager Services Manager Executive Director Note: For specific contact information, please go to the support portal (https://support.connexon.com) and obtain the article entitled Intrado Escalation Contacts It is possible to escalate to a higher tier of support, at any time during the trouble ticket resolution process. During a service impairment situation (Support priority Level Emergency or High) escalation occurs based on a fixed procedure. Escalation within Intrado involves both defined and subjective decisions on the part of the support technician. Once basic troubleshooting procedures have taken place without resolving the issue, the support technician will make timely decisions about when to escalate and will identify the appropriate resources to resolve the issue. 7 Intrado Responsibilities 7.1 Expiration of the Product Maintenance Contract Intrado will proactively notify the customer when the annual maintenance contract for products, services and purchased service options are nearing expiry. An up to date support and maintenance contract with Intrado ensures uninterrupted support. 7.2 Product Maintenance/Major Releases Intrado will provide notifications and announcements whenever new maintenance releases are made available. Latest system guides and release notes are always available on the support portal. In addition your Intrado support engineer may recommend a system upgrade as part of the remedy to a specific support request 7.3 ERS Network Maintenance Intrado will provide the Customer notice at least one week in advance of any maintenance affecting activities. In general, Intrado network maintenance does not have any impact on 911 services. The maintenance window for any scheduled upgrades and updates is between 12:00 AM and 8:00 AM eastern standard time (EST) and may occur on weekdays or weekends. Intrado will provide the Customer with the following information when making a maintenance notification: Date, time, duration Description of service impact Enumeration of impacted network elements Contact name, number and Confidential and Proprietary Page 8

9 7.4 Exigent circumstances: Intrado requires a 24/7 contact number for use under exigent circumstances. The number, which is located in the customer s Emergency Routing Service account, can be used by the Emergency Call Response Center (ECRC) in the event an emergency callback fails. The ECRC will use this number as last resort to reach the distressed caller. In addition the number may be used when Intrado detects a serious issue that needs to be resolved immediately and regular support contacts are not available. 8 Version History A First version of document. January 24 th 2008 B Changes to software support description. March 6 th 2009 C Document has been updated to cover products in addition to the March 20th, 2009 EGW. This document now pertains to all Intrado products. Revisions have been made where appropriate. D Changes to Contacting Support section. November 16 th 2009 E Changes to hardware support section April 14, 2010 F New procedures for the technical resource center (TRC) November 1, 2010 Service level agreement (SLA) descriptions have changed G Added escalation guidelines April 26 th 2011 H Updated escalation contact list January 17 th 2012 I Corrected the address for creating new request. Changed the escalation contact list. J Updated product support policies to reflect newer information in Support Policies (Online Version) K Combination of products and services into a single support policy document. L Changed legal name following Connexon Telecom Inc acquisition by Intrado Inc. June 11, 2013 November 27 th 2013 May 26th 2014 September 2 nd 2014 Confidential and Proprietary Page 9

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