Service Experience Group 10/1/2014. Support Level Agreement Version 2.0

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1 Service Experience Group 10/1/2014 Version 2.0

2 Table of Contents 1. Purpose Scope of Support Included Not Included Support Fees Customer Obligation Spirent Service Experience Obligation Getting Started Spirent Service Experience Support Hours Support Case Lifecycle Hardware Warranty Included Not Included Support Contact Details i Proprietary & Confidential

3 1. Purpose This document describes the process, scope and obligations relating to the provision by Spirent Communications for the support of Spirent Service Experience (previously Metrico Wireless) products for which the Customer has purchased the Support Service. This document forms part of the license agreement between Spirent Service Experience and the Customer ( License Agreement ). In the event of conflict, the terms of the License Agreement shall prevail. 1 Proprietary

4 2. Scope of Support 2.1 Included The following is included as part of the Spirent Service Experience Support Services: Product documentation in English. Helpdesk support during office hours, excluding holidays: Spirent Front Line Support (Tier 1) operates Monday Friday, 08:00 20:00 (Eastern US time zone) for validating support entitlement and creating a Service Request (SR) ticket Spirent Service Experience Backline Support (Tier 2 & 3) operates Monday Friday, 08:30 17:30 (Eastern US time zone) for technical queries, troubleshooting hardware and software issues, installation issues, licensing help, fault reporting and advance replacement. Software revisions and updates within the scope of the License Agreement, including documentation. Formal logging, tracking and reporting of software and hardware issues and feature requests via a web based interface. 24 hour online service including access to knowledge base articles, latest software releases and documentation. 2.2 Not Included The following is a non-exhaustive list of matters not included in the Spirent Service Experience Support Services: Consultancy services such as audits, benchmarking, test design and custom report creation. These services would need to be defined and priced separately. Support for products that have been altered, internally adjusted, damaged or modified by the Customer without Spirent s prior consent. 2 Proprietary

5 3. Support Fees Unless otherwise agreed, the annual Support Fee shall be calculated according to the Spirent Service Experience support price list. 3 Proprietary

6 4. Customer Obligation The provision of the Spirent Service Experience Support Services is subject to the Customer complying with the following: To avoid customer confusion all support inputs must be properly registered with the support function, so that they can be tracked and progressed against the support obligations. Customer guidelines for the support process are presented here: The Customer must formally report any issues to the Spirent Service Experience support desk and obtain a case reference number known as a Service Request (SR). A case is only tracked internally once a case number is issued. It is preferred that the Customer enter support requests via the Spirent Customer Service Center web portal. All support inputs must be properly registered with the support function, so that they can be tracked and progressed against the support obligations. Valid inputs to the Spirent Service Experience support function are: Entry to self-service Customer Services Center (CSC) web portal (http://support.spirent.com) Phone call placed to the Support Desk: SPIRENT ( ) Calls arriving outside of normal business hours (08:00 20:00 Eastern US time zone) or during congested times will go to Support Voic . All messages delivered to will be entered into the support database The Customer must provide any necessary information or data for fault analysis and assist in finding the error at the point of reporting the issue. In cases where Spirent Service Experience products are running on Customer-hosted servers, Customer must provide timely and adequate access to those servers. The Customer must ensure that users of the system are suitably qualified and have been trained on the use of the product. The Customer must provide Spirent Service Experience with up-to-date contact details of the Customer s support and maintenance personnel and appoint a point of contact for reported SR cases. The Customer must make back-up copies of license files etc., including the storage of data media to keep a record of system performance. The Customer must verify that the proposed solution, as recommended by Spirent Service Experience, resolves the reported SR case, and if so, notify the Support Desk within 1 week of the fix being delivered so that Spirent Service Experience may close the SR case. If Spirent Service Experience does not hear from the Customer within 2 weeks, the reported SR case will be closed. If the problem identified in the SR case is due to any third party products, it is the Customer s responsibility to contact its third party supplier in order to solve the problem. The Customer must pay all invoices for Support Fees within agreed payment terms. 4 Proprietary

7 5. Spirent Service Experience Obligation Spirent operates a two level support organization. Frontline Support (Tier 1) is provided to entitled customers for all product lines, while Backline Support (Tier 2 & 3) is managed by the Spirent Service Experience team covering its specific product lines on payment of the Support Fees. Support Service Request (SR) issue classifications are defined in Table 1 below. Spirent Service Experience shall apply commercially reasonable efforts to follow the responses and repair times set forth in Table 1. All issues will be logged and acknowledged normally within 1 business day, with the Support ID (SR number) being made available to the Customer for tracking purposes. Issue Classification Description Time to acknowledge, log and respond Time to provide agreed resolution plan Time to repair Hot (Critical Issue) Important (Major Issue) Normal (Minor Issue) Feature Request System is completely unusable Software is usable but functionality is seriously affected Software is usable with minor problems in functionality No problem with the software Within 4 hours Within 2 business days Within 8 hours (1 business day) Within 8 hours (1 business day) Within 8 hours (1 business day) Within 21 business days (1 month) Within 21 business days (1 month) N/A Table 1 Spirent Service Experience Backline Support Response Time Matrix Within 5 business days Within 63 business days (3 months) Within 253 business days (1 year) N/A In Table 1, Resolution is defined as an agreed plan to resolve the reported case. A summary of the status of reported issues will be available from Spirent Customer Service Center (CSC) web portal. Spirent Service Experience support will send to a Customer when that owner s service request (SR) case has been updated that day. Spirent Service Experience will provide proactive reporting of new features, upgrades and bug fixes. Spirent Service Experience will provide access to a web portal containing product information, white papers, FAQ s and other resources that may be made available from time to time. 5 Proprietary

8 6. Getting Started The Spirent Service Experience support team will deliver all components necessary for system startup to the Customer, including: Hardware Software on CD User s Guide Welcome , containing unique system passwords and resource access information Following installation, the Customer should register at the Spirent Customer Service Center (http://support.spirent.com). The portal provides an interface to the Spirent Support Service and many other resources including product and documentation downloads. 6 Proprietary

9 7. Spirent Service Experience Support Hours Spirent Customer Service Center (CSC) web portal is available 24 hours a day apart from commercially reasonable maintenance downtime. Spirent Service Experience (Backline Support) helpdesk is available Monday to Friday from 08:30 to 17:30 (Eastern US time zone), excluding holidays. 7 Proprietary

10 8. Support Case Lifecycle Once a Service Request (SR) issue has been received by the Support Desk and logged into the system, it is considered open until a solution has been implemented to the mutual satisfaction of both Spirent Service Experience and the Customer. At this point the SR can be considered closed. If Customer action is required to progress the case and no response is received from the Customer within two weeks, then the SR case will be closed. The Customer will normally be sent reminders that a case needs attention. A closed case can be re-opened upon request. The support process uses a combination of Status and Sub-Status to progress the issue. The possible values of Status are and their purpose is specified in Table 2. Status Open Closed Pending/Forward to Engineering Purpose This case is currently being handled by the Spirent Support Team. This is the default action. This case has been resolved and closed to the satisfaction of Spirent Service Experience support and Customer. This case has been referred to the Spirent Service Experience Product Development team for further action. Table 2 - Possible Values of Status 8 Proprietary

11 The possible Sub-Status states and their purpose are specified in Table 3. Sub-Status Unassigned Assigned Pending Customer Pending Engineering Pending Repair Resolved Closed Purpose This is the initial state. The case has not been assigned to Backline Support. The Backline Product Support team is working on the SR and has all information required to understand the issue and/or repeat the problem. The Backline Product Support team requires additional information from the customer in order to resolve the case. The Backline Product Support team requires additional information from the Product Development Team in order to resolve the case. The resolution of this case is pending the implementation of a hardware or software fix by the Product Development Team. A solution has been presented to the Customer. The Customer is invited to validate the solution and confirm its success. The case is closed. Table 3 - Possible Values of Sub-Status 9 Proprietary

12 9. Hardware Warranty 9.1 Included Spirent Service Experience warrants its products against manufacturing defects for the period of One (1) Year from the date of purchase and will repair or replace, at Spirent s discretion, any hardware or related accessories deemed to be defective during the warranty period. Customer is responsible for contacting Spirent Service Experience Support by initiating a Service Request (SR) and working with the support personnel to evaluate the defect. A Return Material Authorization (RMA) will be initiated by Support for hardware deemed defective and eligible under the warranty. 9.2 Not Included The following is a non-exhaustive list of matters not included in the Spirent Service Experience Support Services hardware warranty: Support for products that have been altered, internally adjusted, damaged or modified by the Customer without Spirent s prior consent. 10 Proprietary

13 10. Support Contact Details Spirent Support can be contacted by the following means: Customer Service Center Website: Front Line Technical Support Phone: SPIRENT Front Line Technical Support Spirent Communications, Service Experience Group 5280 Corporate Drive Suite A100 Frederick, MD Spirent Service Experience encourages customers to submit all Service Requests (SR) using the Customer Service Center Website for most efficient service. 11 Proprietary

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