2 Contents 1 Maintenance/Support Service Levels TIBCO Maintenance Service Levels TIBCO DirectConnect SM Maintenance Level Options TIBCO Spotfire Maintenance Service Levels TIBCO Loyalty Lab Maintenance Service Levels for new customers (Beginning Aug 2013) TIBCO Loyalty Lab Maintenance Levels for legacy customers (Prior to Aug 2013) tibbr Support TIBCO Jaspersoft Support Virtualized Environments Support Open Source Project Support TIBCO Desktop Support Maintenance Terms TIBCO Cloud Service Support levels Software Services Uptime... 10
3 Severity Level Definitions Severity 1 is an emergency production situation where the Licensor Software is totally inoperable or fails catastrophically and there is no workaround; Severity 2 is a detrimental situation (and there is no workaround) where (a) performance degrades substantially under reasonable loads causing a severe impact on use, (b) the Licensor Software is usable but materially incomplete; or (c) one or more mainline functions or commands is inoperable; Severity 3 is where the Licensor Software is usable, but does not provide a function in the most convenient manner; and Severity 4 is a minor problem or documentation error, which is reasonably correctable by a documentation change or by a future maintenance release from TIBCO. 1 Maintenance/Support Service Levels 1.1 TIBCO Maintenance Service Levels MAINTENANCE LEVEL Updates Only Bronze (includes Updates) Silver (includes Updates) Gold (includes Updates) N/A 9am-5pm, Monday-Friday Service hours are based on PST, EST, CST, CET, MST, GMT, GMT+5:30, GMT+8:00, GMT+9:00, DST, AEST time zones. Based on the time zone you are assigned, services hours exclude holidays in the U.S., California, U.K., and Australia. Severity 1 & 2: 4 Business Hours Initial Response: N/A Severity 1 & 2: 4 Hours 48 Hours 48 Hours 5 Days 5 Days Next Major Target Resolution: N/A Next Major TIBCO DirectConnect SM Manager (DCM) Support N/A N/A N/A Authorized Contacts: N/A Unlimited Unlimited Unlimited TIBCO DirectConnect Forums N/A N/A N/A Included 1 Hour 2 Hours priority queuing 36 Hours 3 Days Next Major 3 Global DCMs (1 lead and 2 regional)
4 1.2 TIBCO DirectConnect SM Maintenance Level Options TIBCO DirectConnect Maintenance options: TIBCO DirectConnect On Demand (add-on to Bronze or Sliver Support) TIBCO DirectConnect Advantage (add-on to Sliver Support) TIBCO DirectConnect Managers ( DCM ) from the TIBCO support organization to: - Named point-of-contact that coordinate customer support issues and provide status reports - Attend onsite initial introduction and quarterly meetings. Customer is responsible for meals, lodging, travel and other reasonably necessary out-of-pocket expenses in connection with any additional meetings requested by Customer which the DCM attends. - Provide onsite support (as mutually agreed) to assist in Severity 1 resolution Above also applies to Gold Maintenance level Included Included DCM Support 3 Global DCMs (1 lead and 2 regional) 3 Global DCMs (1 lead and 2 regional) TIBCO DirectConnect Forums Included Included Term Purchased in one (1) month increments. (Must be utilized within the annual Maintenance term). Purchased in annual, increments, payable annually in advance. 1.3 TIBCO Spotfire Maintenance Service Levels MAINTENANCE LEVEL Bronze term (includes Updates) 9am-5pm, Monday-Friday Service Hours are based on CET, UTT/GMT, GMT+5:30, GMT+8:00, GMT+9:00, and EST time zones. Based on the time zone you are assigned, services hours exclude holidays in the U.S., Sweden and Japan. Initial Response: Severity 1 & 2: 4 Business Hours Silver (includes Updates) Gold (includes Updates) 1 Hour 2 Hours priority queuing 36 Hours 3 Days Next Major Severity 1 & 2: 4 hours 48 Hours 48 Hours Target Resolution: 5 Days 5 Days Next Major Next Major Named Support Contact No No Yes Number of Contacts: Unlimited Unlimited Unlimited
5 1.4 TIBCO Loyalty Lab Maintenance Service Levels for new customers (Beginning Aug 2013) MAINTENANCE LEVEL TIBCO Loyalty Lab JumpStart, TIBCO Loyalty Lab Reward, TIBCO Loyalty Lab Reward Enterprise Plus 8am-5pm, Monday Friday Service hours are based on U.S. PST/PDT or CET time zones, based on the time zone you are assigned. Service hours exclude holidays in the U.S. and EMEA. TIBCO Loyalty Lab Platinum Support Add-On 24 Hours/Day/7 Initial Response: Severity 1 & 2: 1 Business Day Severity 1, 2 & 3: 1 Hour Temporary fix or work-around, 5 Business Days Permanent fix, Next Scheduled Update Temporary fix or work-around, 5 business days Permanent fix, Next Scheduled Update Target Resolution Next Major Next Major Next Major Next Major Number of Contacts: Unlimited Unlimited Web & Phone Support Included Included 1.5 TIBCO Loyalty Lab Maintenance Levels for legacy customers (Prior to Aug 2013) MAINTENANCE LEVEL TIBCO Loyalty Lab Reward, TIBCO Loyalty Lab Reward Enterprise Plus TIBCO Loyalty Lab Reward, TIBCO Loyalty Lab Reward Enterprise Plus (Silver) TIBCO Loyalty Lab Reward, TIBCO Loyalty Lab Reward Enterprise Plus TIBCO Loyalty Lab Reward, TIBCO Loyalty Lab Reward Enterprise Plus (Updates Only) (Gold) (Platinum) N/A Initial Response: N/A
6 Target Resolution: Next Major N/A N/A Temporary fix or workaround, 5 business days Permanent fix, Next Scheduled Update Next Major Next Major Temporary fix or work-around, 48 hours Permanent fix, Next Scheduled Update Temporary fix or work-around, 5 business days Permanent fix, Next Major Temporary fix or work-around, 24 hours Permanent fix, Next Scheduled Update Temporary fix or work-around, 2 business days Permanent fix, Next Major Next Major Next Major Number of Contacts: Unlimited Unlimited Unlimited Unlimited Web Based Support: Included Included Included Included Phone Support: N/A Included Included Included 1.6 tibbr Support tibbr Support Customers are entitled to Maintenance Service for tibbr at the Silver Maintenance Level unless otherwise stated in an Ordering Document, as well as access to the tibbr Support Program irrespective of the service level of Maintenance for any other Licensor Software products which Customer might have licensed and provided that all tibbr Product Line Licensor Software products licensed by Customer are subject to tibbr Support. 1.7 TIBCO Jaspersoft Support SUPPORT LEVEL Open Source Standard Support Professional Standard Support Professional Premium Support Severity x5, 6am to 6pm Monday through Friday, Pacific Time, excluding holidays Severity 1-24x5, 6pm Sunday to 6pm Friday, Pacific Time; Severity x5, 6pm Sunday to 6pm Friday, Pacific Time, excluding holidays Severity S1-24x7, Oncall phone support; Severity S2-S4-24x5, 6pm Sunday to 6pm Friday, Pacific Time, excluding holidays Initial Response (Initial/ Follow-up): 4 business hours/ 1 business day 4 Business Hours/ 1 business day 4 Business 4 business hours/ 1 business day 4 Business Hours/ 1 business day 4 Business 1 hour/ 4 hours 2 Business Hours/ 1 business day 4 Business
7 Hours/ 1 business day Severity 4: 4 Business Hours/ 1 business day Hours/ 2 business day Severity 4: 4 Business Hours/ 5 business day Hours/ 2 business day Severity 4: 4 Business Hours/ 5 business day Target Resolution: Support Channel Web, , phone Web, , phone Number of incidents 3 or 6 within a year 12 per year Unlimited Named Support Contact No No Yes Number of Contacts: Jaspersoft reserves the right to use any resolution delivery method ( Resolution ) available to resolve an Issue. Resolution of any Issue(s) which Jaspersoft provides in the form of a release of Jaspersoft Software will address Issue(s) only with respect to the most current release of the Jaspersoft Software and, in Jaspersoft s sole discretion, the most recent previous sequential release. For the purposes of Jaspersoft Support, Support Contact means the named Customer contact person who will interface with Jaspersoft s technical support personnel regarding the Jaspersoft Software and who is responsible for the overall internal support of Customer s use of the Jaspersoft Software. One Support Contact shall be designated the Principal Support Contact. The maximum number of Support Contacts that the customer may designate shall be determined in accordance with the Support Option purchased by Customer, as indicated in the Order Form. Jaspersoft shall use commercially reasonable efforts to provide Forum-level support. The Forums do not provide Issue tracking or guaranteed response. Any priority issues shall be submitted by telephone, , or customer portal case submission feature. Forums means the Jaspersoft-moderated discussion boards available through the Customer Portal. Customer Portal means the commercial-community web site(s) through which Jaspersoft provides services hereunder. Jaspersoft will use continuous efforts during Hours of Operation to provide a Resolution for any Severity 1 Issue. Jaspersoft will escalate unresolved Issues to the appropriate level in its corporate organization in accordance with the following time frames (elapsed time begins at customer notification that the request has been received by Jaspersoft. Escalation times are contingent upon Customer s technical staff availability and will only accrue during efforts made by Jaspersoft within its Hours of Operation): ESCALATION GUIDELINES FOR ERRORS Elapsed Time Severity Level 1 Severity Level 2 Severity Level 3 or 4 > 4 hours Director of Technical Support VP Sales > 5 days VP Engineering > 10 days (with escalation request) CEO Director of Technical Support VP Sales VP Engineering Director of Technical Support 1.8 Virtualized Environments Support Although TIBCO does not include all virtualization environments in our product test plans, and subject to there being no more than minimal differences in price, features, functionality and quantity, we will provide Maintenance for Licensor Software in any Virtualized Environment if the following criteria are met: The operating system running in the Virtualized Environment is supported by TIBCO for Licensor Software version in question, and The Virtualized Environment being used is officially certified and approved by the operating system vendor in question, and The Virtualized Environment presents a true image of the native operating system.
8 TIBCO does not make any claims for the performance of Licensor Software running in a Virtualized Environment nor can we make any recommendations for optimal configuration of the Virtualized Environment in question. Should it become necessary to engage the Virtualized Environment vendor, it will be the responsibility of the Customer to open a SR with their vendor. TIBCO Support will provide reasonable assistance to the Customer or vendor as it relates to the use and understanding of Licensor Software in the case at hand. 1.9 Open Source Project Support Open Source Project Support is only offered by TIBCO for specific open source projects. If available, support is limited to the documented features of the projects. Errors, defects, malfunctions, or potential enhancements identified by TIBCO customers and logged through TIBCO Support will receive priority treatment when TIBCO Engineering schedules future releases. Open source project updates including fixes will be delivered through the open source project web site. OPEN SOURCE PROJECT SUPPORT LEVEL Basic Premium Service Hours 9am-5pm, Monday-Friday Service hours are based on PST, EST, CST, CET, MST, GMT, GMT+5:30, GMT+8:00, GMT+9:00, DST, AEST time zones. Based on 24 hours a day, 7 days a week the time zone you are assigned, services hours exclude holidays in the U.S., California, U.K., and Australia. Initial Response Severity 1 & 2: 4 Hours Severity 1 & 2: 4 Hours Authorized Contacts Unlimited Unlimited
9 1.10 TIBCO Desktop Support TIBCO Desktop Support Support is provided during customer's normal business hours (i.e. 9 AM to 5 PM Monday to Friday in customer's time zone) Service Hours Service Hours are based on CET, UTT/GMT, GMT+5:30, GMT+8:00, GMT+9:00, and EST time zones. Based on the time zone you are assigned, services hours exclude holidays in the U.S., Sweden and Japan Initial Response Version Supported Updates All severity levels, 1 business day Most current generally available Included 1.11 Maintenance Terms The maintenance terms are located at https://terms.tibco.com/posts/ maintenance. 2 TIBCO Cloud Service Support levels SUPPORT LEVEL Standard Support Premium Support Support Channel Mon-Fri 9am-5pm support in one (1) time zone per customer. Customer s time zone is based upon customer s primary business location and is assigned by TIBCO. Available time zones: PST, EST, CST, CET, MST, GMT, GMT+5:30, GMT+8:00, GMT+9:00, DST, AEST. Based upon the time zone Customer is assigned, service hours exclude holidays in the U.S., California, U.K., A.P.A.C and Japan. Web, phone (located at Mon-Fri 9am-5pm support in customer time zone (24 x 7 for severity 1 and 2). Customer s time zone is based upon customer s primary business location and is assigned by TIBCO. Available time zones: PST, EST, CST, CET, MST, GMT, GMT+5:30, GMT+8:00, GMT+9:00, DST, AEST. Based upon the time zone Customer is assigned, service hours exclude holidays in the U.S., California, U.K., A.P.A.C and Japan. Web, phone (located at Number of Service Requests per year 10 Unlimited Named Support Contact No Yes Number of Contacts: N/A 1 Online User Guide, reference materials, tutorials, and webinars available for standard and premium support levels. Unlimited SRs for TIBCO Spotfire Cloud Enterprise user regardless of support level. Customer must purchase the same service level of TIBCO Cloud Service for all TIBCO Services subject to the TIBCO Cloud Services Program
10 Licensor Product Standard Service Premium Service TIBCO Cloud Bus Included Available TIBCO Cloud API Exchange Included Included TIBCO Cloud MDM Included Available TIBO Clarity - Cloud Edition Included Available TIBCO Spotfire Cloud Enterprise Included N/A TIBCO Spotfire Cloud Work Group N/A N/A TIBCO Cloud Compute Grid Included Available TIBCO Cloud Bus Enterprise Included Included TIBCO Cloud Bus Enterprise Plus Included Included 3 Software Services Uptime Availability The Software Services will be generally available 99% of the time, except as otherwise provided below. General availability will be calculated per calendar quarter, as follows: total nonexcluded excluded % total excluded The following definitions apply for the purposes of calculating availability: Total means the total number of minutes for the quarter. Non-excluded means downtime that is not Excluded. Excluded means (i) any planned downtime for which Licensor gives no less than four (4) hours notice, (ii) any unavailability of the Software Services caused by circumstances beyond Licensor s reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems, internet service or third party hosting provider failures or delays, and (iii) any transient downtime for less than ten (10) minutes. Enhanced SLA In the event that Licensee has purchased the Enhanced SLA, as stated in Licensee s Order Form for the Software Services, then the uptime percentage shall be 99.7% instead of 99% on a quarterly basis. For any partial calendar quarter during which Licensee subscribes to the Software Services, availability will be calculated based on the entire calendar quarter, not just the portion for which Licensee subscribed. Planned Downtime Schedule Licensor will use commercially reasonable efforts to schedule all planned downtime during the hours from 9:00 p.m. to 3:00 a.m. 7 days a week U.S. Pacific Time (or equivalent local time for location where the Software Services are hosted). ). Planned downtime typically occurs on the 1st and 3rd Monday of every month. In the event that downtime is necessary outside of the normally scheduled times, Licensor shall notify the Licensee as soon as is practicable and this shall be counted as excluded down time. Licensor shall use reasonable means to avoid such unscheduled downtime. Emergency Downtime Emergency downtime occurs outside of the Planned Downtime Schedule. Licensor will use commercially reasonable efforts to give no less than 1 hours notice prior to initiating Emergency Downtime
11 Platform Outage The Software Services may occasionally experience hard outages due to Internet disruptions that are out of Licensor or its supplier s control. A Hard Outage means Non-excluded unavailability of the Software Services for a period of 10 minutes or greater in duration.
Maintenance Program Guide www.tibco.com Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 Toll Free: 1 800-420-8450 Fax: +1 650-846-1005 2014 TIBCO Software Inc. All rights
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