UMBRACO AS. Umbraco Support. Terms and Conditions

Transcription

1 UMBRACO AS Umbrac Supprt Terms and Cnditins Umbrac AS 1 September 2015

2 Umbrac Supprt Terms The fllwing terms and cnditins apply t supprt services prvided by Umbrac as part f the Umbrac Supprt Prducts (Umbrac Supprt, Umbrac Cnfidence, and ther prduct names). These terms d nt apply t supprt prvided by Umbrac as part f the Cmmunity Supprt ffering via the website r supprt prvided in respnse t a general inquiry via Twitter, Facebk, , phne, r ther unfficial channels. Umbrac may update the terms f Umbrac Supprt at any time and will make the updated terms available via the Umbrac website at General terms Upn receipt f custmer's payment r cmmitment t pay (such as via an accepted purchase rder) fr Umbrac Supprt, Umbrac will prvide supprt cvering the Umbrac CMS and Umbrac Cmmercial Prducts. Orders placed fr Umbrac Supprt but awaiting payment are nt eligible fr Umbrac Supprt unless previus arrangements have been made with an apprved payment guarantee in place. Cvered Prducts and Versins Umbrac CMS, as defined by the cre Umbrac prduct publically available. Umbrac Supprt cvers Umbrac CMS versins and 7.0 and later. As newer versins are released Umbrac may require that the custmer upgrade t the latest versin in rder t cntinue supprt. Supprt fr Umbrac will end 2-years frm its release date Umbrac Cmmercial Prducts are excluded frm the bug fix warranty. Supprt requests are cvered, but each request is excluded frm any respnse time guarantee: Curier, latest versin fr Umbrac 7+ Supprt fr current users f Curier fr Umbrac 6 will end n 31 December 2015 Frms, fr Umbrac 7.2+ Cntur, latest versin fr Umbrac 6 and Umbrac 7.1 and earlier Other prducts designated as Umbrac Cmmercial Prducts Nt Cvered Prducts Any custm builds f Umbrac where the surce cde has been mdified Third-party add-ns, packages, and extensins Underlying platfrm prducts such as IIS, ASP.NET, SQL Server, and the like Dmains and Cnfiguratin Each Umbrac Supprt cntract is assigned t a single dmain and includes all sub dmains as well as tw specified develpment dmains. Fr example, a cmpany purchasing an Umbrac Supprt cntract fr the dmain: cmpany.cm will als have the supprt cntact apply t the dmains: dev.cmpany.cm test.cmpany.cm

3 es.cmpany.cm fr.cmpany.cm etc. cmpany.cm.lcal lcalhst In additin may add tw different develpment dmains, such as: internaldev.myc staging.myserver.cm Additinal Dmains A custmer may add additinal dmains t an existing supprt cntract by purchasing Umbrac Gld supprt r by becming an Umbrac Gld Partner. This allws the custmer t manage multiple Umbrac Supprt cntracts frm a single authrized accunt. Please cntact us directly t discuss these ptins. Authrized Accunts Each Umbrac Supprt cntract is assigned t a single accunt n the website. All supprt requests must use the accunt assciated with the Umbrac Supprt cntract. Fr this reasn, Umbrac recmmends that a single-shared accunt be created n prir t the assignment f the Umbrac Supprt cntract. Fr example, a cmpany purchasing an Umbrac Supprt cntract will create an accunt n with the accunt name f umbrac@cmpany.cm and the credentials fr this accunt will be shared amng the cmpany s technical staff. Supprt Tiers and Respnse Times Umbrac Supprt has three-tiers, each with the fllwing assciated respnse times. Please nte that the guaranteed respnse-times are fr supprt requests related t the Umbrac CMS nly, there is nt a guaranteed respnse time fr supprt requests related t the Umbrac Pr prducts. Umbrac Supprt accunts and Gld Supprt accunts 24-hurs Supprt fr all dmains specified in a current Umbrac Supprt cntract Umbrac Gld Partner Supprt 24-hurs Supprt fr all current dmains in active develpment fr clients Must be a Certified Slutins Prvider and have a current Gld Partner Supprt cntract Number f Active Requests Each accunt is allwed ne active supprt request at any given time. Additinal requests may be submitted at any time, but nly the first active request frm any accunt will have the applicable supprt terms and respnse time applied.

4 Cvered Hurs and Business Days Umbrac supprt hurs are as fllws: 09:00-16:00 UDT+1 (Cpenhagen) 09:00-16:00 UDT-8 (Seattle) A supprt request received within the abve timeframes will generally receive a respnse within 4- hurs, and in n mre than 24-hurs, but a request received utside f these hurs may nt receive a respnse until the next day, but in less than 24-hurs in any case. Umbrac supprt business days are Mnday-Friday, within the abve timeframes, and are generally nt available n Danish r US fficial hlidays. In all cases, the 24-hur respnse time applies nly t business days, s that weekends and hlidays are nt cunted in the 24-hur elapsed time. Getting Supprt In rder t receive supprt fr an issue r questin the custmer must: 1. Have a current and valid Umbrac Supprt cntract 2. Submit the supprt request via the Umbrac Supprt area f the using the authrized accunt 3. Submit the supprt request fr an included dmain 4. Nt have any currently pen supprt requests A supprt request received via the website cntact frm, , phne, r vic is nt subject t the respnse time guarantees and Umbrac may require that the supprt request be re-submitted via the supprt area f the website. Included Items and Services The fllwing items are included in the supprt cntract, but respnse times are nt guaranteed fr these items and the bug fix warranty des nt apply. Curier Frms Latest versin Updates as released within ne-year frm initial purchase Latest versin Updates as released within ne-year frm initial purchase Architectural advising available with Gld Supprt nly Tw hurs per dmain specified in an Umbrac Supprt cntract Custm cde review available with Gld Supprt nly Tw hurs per dmain specified in an Umbrac Supprt cntract Additinal architectural advising r cde review is available in a limited capacity by prir arrangement.

5 Bug Fix Warranty Umbrac agrees t reslve any bug identified by a current Umbrac Supprt custmer and identified as a bug in the Umbrac CMS (specifically excluding the Umbrac Pr prducts) by mutual agreement between the Supprt custmer and an authrized Umbrac representative. Umbrac agrees t prvide a fix which crrects r mitigates the behavir intrduced by the bug within 7 business days frm the date the bug is cnfirmed by mutual agreement. The fix may require the custmer t upgrade t the latest Umbrac release and may be prvided as a patch, a manual update, r a full release at the discretin f Umbrac. Cvered Bugs The bug fix warranty applies t bugs identified as security vulnerabilities, site stability issues, and bugs resulting in lss f data. In additin, the bug must be present n a prductin site (thugh we hpe it s nt) and be reprducible in ther envirnments. Suspected bugs nt related t security, stability, r lss f data are nt subject t the bug fix warranty. Hwever, Umbrac will make a best effrt t reslve these bugs with the subsequent fficial release. Examples f nn-cvered bugs are; UI behavir, missing images, spelling errrs and missins, and the like. Limitatins Excluded Items and Services The intent f Umbrac Supprt is t quickly and efficiently answer custmer s questins s that they may mve past a blcking issue. T that end, we strive t prvide efficient answers t questins and issues. On ccasin, an issue may be related t the specific site cnfiguratin r a dependent prduct (IIS, SQL, etc ) and ur initial respnse may be fr mre infrmatin befre we can suggest a slutin. Umbrac supprt specifically excludes supprt fr third-party prducts, add-ns, and extensins. Umbrac supprt excludes supprt via any channel ther than the Supprt Area n when submitted frm an authrized accunt. Supprt prvided via phne, Twitter, r is cnsidered unfficial.