ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION

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1 ez PUBLISH PLATFORM SUBSCRIPTION SERVICES DESCRIPTION 1. GENERAL The ez Publish Platform Subscription Services includes access to a range of services related to the ez Publish Platform Software and ez extensions, as indicated in this schedule. 2. ACCESS TO SOFTWARE As part of the ez Services, ez will provide an online Service Portal as an access point to the Software and Services included in the subscription. The Software included in your subscription is accessible via the Service Portal at: Each version of the Software may have a different lifecycle length. See the Software Service Life overview below for more information or contact ez for an updated version Software Service Life All our Software releases are offered with support and maintenance services. The duration of time during which these services are available varies with each release and is called Service Life. This information is maintained on the Service Portal with each new release and can be found at: 3. SUPPORT SERVICES 3.1. ez support The support Services include: Advice on the use of the Software, Advice on resolving issues with your Software configuration Support of customized solutions ez does not offer direct support for customised solutions (the customer solution ) provided by your Solution Partner. Your Solution Partner can offer support for your customized ez software in accordance with your individual agreement with the Solution Partner Tasks not included in our Services In order to maintain our favorable and transparent pricing, our Services do not include: technical training; project consulting; support for customer software; support for customer solution; project management; implementation; planning and design; and performing commands or actions in your production environment that may change or alter the content or the environment. If you require any such assistance we would be happy to make you an offer. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 1 of 9

2 3.4. Support levels Support tickets A support ticket is used to help customers resolve an issue using ez software that is not related to a bug in ez software The number of tickets is limited depending of the subscription level. If a support request is related to a bug in ez Software, known or unknown, the request will not be counted as support ticket. A ticket doesn t exceed 1h of effective work time of the support engineer assigned. If more than 1h work time was required, 1 additional ticket would be used for each new work hour started. When a customer has used all its available tickets, support service will only take requests that can immediately be reproduced as a bug in ez software. Customer can buy additional tickets. Note that support tickets are in general prioritized after support bugs, and does not provide a guaranteed resolution time Support seats Your subscription contract entitles you to name individuals who are qualified ez Developers as your main contacts for the on-going support by ez (support seats). The ez Developer qualification requires that the persons have passed an ez Developer certification exam for an ez Publish version within the major version series (e.g., 4.x, 5.x). You are limited in the number of seats that you can use, depending on the level of your subscription. These individuals are also referred to as "designated support contacts, as named in the order form Severity levels A severity level determines our response time dependent on how your software is functioning. 1. Critical The operation of the Software is not possible, or the Software is unavailable due to error in the Software. An undocumented error in the Software prevents the Customer from using the Software to display, add, edit, translate, move, hide, search for, or remove content, and no procedural workaround exists. An undocumented error in the Software is allowing a user access to content that he/she is not granted access to and no procedural workaround exists. 2. High Parts of the Software are unavailable due to error in the Software, and there is no workaround available. The situation has a serious impact on your business operations. An undocumented error in the Software prevents the Customer from using the Software to display, add, edit, translate, move, hide, search for, or remove content, but there exists a procedural workaround. 3. Medium Part of the Software is unavailable, or the operation of the Software is reduced. The situation has partial, non-critical impact on the business operations. An undocumented error in the Software prevents the Customer from using the Software to display, add, edit, translate, move, hide, search for, or remove content, but a workaround is available for avoiding major consequences. If a project still is in the development phase and has problems that would normally be categorized as High or Critical severity, or problems that are preventing the project from progressing, or migrating into production, and there is no procedural workaround available. 4. Low Minor issues that have little or no impact on the Customer's use of the Software. No error in the functions of the Software, or errors are of a superficial nature. There is little or no impact on business operations. A project still in the development phase is having problems that would normally be categorized as ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 2 of 9

3 Medium, High or Critical severity, or are having problems that are preventing the project from progressing, or migrating into production, but a workaround is available. A general usage question, report of a documentation error, enhancement or feature requests and suggestions. Depending on the severity and the situation, the support engineers will keep the customer updated on the progress and status of the correction work, within reasonable intervals Subscription levels The table below describes available service levels. Please refer to your signed order form for details. Below is the overview of the available subscription levels: Bronze*** Silver Gold Platinum Diamond Availability of Support 8 x 5 (Monday - Friday only) 8 x 5 (Monday - Friday only) 24 x 7 24 x 7 Communication Channel Service Portal Service Portal Service Portal + Phone Service Portal + Phone Support seats Annual Support Tickets Unlimited Initial Qualification Time* 24 hours 8 hours 2 hours 1 hour Initial Response Time** - critical severity 1 week 1 day 3 hours 1 hour - high severity 2 weeks 3 days 2 days 3 hours - medium severity 3 weeks 5 days 3 days 12 hours - low severity 4 weeks 7 days 5 days 24 hours * The initial qualification time is the maximum time elapsed from when a ticket has been logged with ez until a Support Center consultant has qualified the issue and assigned the corresponding severity level. ** The initial response time is the maximum time elapsed from when a ticket has been qualified until a Product Support engineer starts working on the request. *** Not available for new contracts Compensation (SLA) For every hour that we acknowledge to have: (i) exceeded the initial qualification time, ez will credit you with [1%] of the fees you pay for the relevant subscription service that month, limited to an amount not exceeding [30%] of your total monthly subscription fee. The credit will be deducted from your next subscription invoice. If it is your final month with us, you can choose to receive the credit for any paid assistance you need from us or you may have it transferred in cash to your bank account. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 3 of 9

4 If the failure to meet the agreed service levels is caused by software or circumstances that ez is not responsible for, ez s shall have no obligation to pay compensation, and ez shall have the right to charge for any support services requested by the customer Support channels You should direct your support request via the available channels specified below: via Internet in the Service Portal at support.ez.no, by clicking on the Your support system link; or via our phone hotline as follows: Region Phone number France +33 (0) Germany +49 (0) Norway USA United Kingdom +44 (0) International or as stated on support.ez.no or the Service Portal. Support requests sent by are not covered by any SLA and should be avoided. For support requests likely to be classified as high or critical severity, the Customer can speed up the process by calling support, in addition to submitting the request via the Service Portal. If a support request includes several queries or incidents, several tickets may be opened as a result, and each of them may follow its own resolution process. In the event you have multiple tickets open simultaneously, we may resolve those tickets sequentially on a first in, first out basis. However, you are free to change the prioritization of these tickets according to your needs ez Systems support organization Support lines The ez customer support organization consists of different teams dedicated to different levels of support lines. The initial request is handled by zero or first line support teams. Thereafter, based on the severity of the issue, and whether it has been resolved by the 1st line, the issue will be escalated to the next higher line of support or the relevant specialist team for resolution. An overview of the responsibilities and capabilities of the support teams is described in the table below. Line Team Coverage Responsibility Languages Zero line Call Center Receiving issues 24/7 Receiving issues English Qualification Tracking & 1st line Support Center Trivial issues SLA management English Customer care Escalation & rejection 2nd line Product Support Problem investigation Configuration issues Setup issues Patch management Workarounds Escalation & rejection Patch distribution English ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 4 of 9

5 Engineering Bug fixing & testing Provision of bug fixes English Expertise consulting 3rd line Expert consulting Project management services English Professional Services Training Development services German Audits Standard and customized training French Best practices and security auditing The different teams in the support organization are defined as follows: Call Center team receives support requests over the phone when the Support Center team is on standby or off duty. The Call Center team will take down the details of the request, and alert the Support Center team on standby if required. Support Center team will during active duty hours be your first contact point (replacing Call Center team). It will answer common questions, and provide resources where more information on a given subject can be found. If this does not resolve the inquiry, it will forward the request to the team that will be best able to handle it. Product Support team assists with installation, configuration, use of the software, and resolution of more complex problems (including reproducible errors) that the Support Center is unable to resolve. Product Support may only be requested via the Support Center team. Engineering team may only be requested by the Product Support team. It resolves errors the Product Support team is unable to fix. The Engineering team requests quality assurance of error fixes from the QA team, before sending the fix to the Product Support team. Professional Services team may be requested via Support Center or Product Support, or via a Sales representative. This team may services such as expert consulting on complex technical issues, best practice advice regarding system architecture, project support, development, in several languages, remote and on premise. These are payable services Problem resolution process Overview The following flowchart describes the process of resolving reported problems and communication between ez, the Customer and Solution Partner. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 5 of 9

6 As shown in the flowchart, ez will provide you with frequent updates during the solution progress. The frequency of the updates will depend on the severity and urgency of the support request Assistance by the Customer and the Solution Partner The customer in collaboration with the solution partner shall assist during the problem-resolution process by responding to inquiries from ez without delay. If neither you nor the Solution Partner responds, the inquiry will be put on hold. If there is no response for more than 5 days, the request for support will be deemed to be resolved, and then closed When is a problem deemed resolved? A problem is deemed as resolved in the following cases: Prompt restoration of the operation of the Software by: Report of a workaround: A workaround promptly restores the Customer s ability to work by circumvention. In general, the Customer is instructed in the Service Portal how the workaround is to be implemented; Supply of a hotfix: A hotfix normally consists of code files in unified diff format which patches existing files in the Software and are to be installed manually. The recommendation to update the components of a third party product. Correction of error by supply of a patch or as part of a maintenance release and/or security update An update of the Software documentation specifying a resolution or correct use. In rare cases, if resolution of the support request may require new functionality that cannot be back ported to the version in use, an upgrade of the software is recommended, on your expense. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 6 of 9

7 If the problem is deemed as an enhancement or feature request, the forwarding of the request to our product management team or future consideration for future releases. Where the solution is temporary (i.e. a workaround or hotfix), the issue will continue to be handled by ez until a correction is supplied within the framework of general maintenance (i.e. security update or maintenance releases). After the supply of a temporary solution, the urgency of the problem may be reduced accordingly if appropriate. Confirmation of resolution Customer reviews the suggested solution and confirms its correctness to ez. The support request will be closed and deemed fulfilled after review by Customer. Where there is no confirmation or feedback from Customer/partner within 5 days, the support request will be regarded as solved and closed. As each support request may be different to the next, and depend on responses and factors beyond our control, we cannot provide a guaranteed resolution time Accelerated hot fix patch distribution If the Software suffers from bugs (errors) ez will provide hot fixes (patches) without undue delay to those Customers who require them before it is distributed to all Customers via maintenance releases and/or security updates Security update distribution Security patches will be distributed to Customers before they are made part of maintenance releases, which will go through additional testing before they are distributed. The security issue will be announced publicly after the security update and maintenance release has been distributed to all Customers Maintenance release distribution Hot fixes mentioned above are accumulated into collections of patches called sub-releases, also referred to as service packs, which are made generally available to all Customers at a later time. Maintenance releases are created several times a year if there are fixes that warrant it, or on demand if critical issues (fatal bug or security issue) are reported and fixed. The maintenance releases are developed, tested and packaged for each individual version of the Software. The most recent versions of the Software will receive more maintenance releases than the oldest ones. When the age of the release reaches 3 years and beyond only critical issue (fatal bug or security issue) will trigger additional maintenance releases within the service life of the release Service limitation We are not obliged to provide services or fixes, nor carry any liability under the agreement in the following cases: a) If the investigation reveals that the cause of the problem is your failure to meet the Software requirements (see below), changes to the Software that was not provided as official patches or maintenance releases, or misapplication of Software. The requirements for each release of the software can be found in our online documentation on b) If the software is experiencing issues that are caused by excessive amount of content or content channels, beyond what is agreed, beyond what the hardware used to run the software is able to handle, or failure by Customer to set up 3rd party applications to assist the Customer solution to cope with the load. c) The suggested software error cannot be reproduced by us on the same version of the Software with all official patches and maintenance releases installed. d) If the conclusion of an investigation of an issue shows that the source of the error is corrupted data or data model on your or the Customer s side, and such error cannot be linked to an error in the Software. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 7 of 9

8 e) Incompatible hardware that may be necessary to use the Software. f) Errors caused by any event beyond our control Escalation of support requests We will always strive to meet your service level expectations and to do so in a timely manner. However, if you for any reason are not satisfied with our effort, this escalation procedure is to be used: 1. First, please consider the details and current status of the support request by reviewing the following: Is the problem and its business impact correctly described? Is there a workaround available, and is it practical or appropriate for the request? Have I checked the documentation and Service Portal for a solution? 2. Then call the support hotline and state the support request reference number, and the reason why the current status is not satisfactory. Our support management will then address the support request, and decide on further cause of action. Hereunder, additional resources may be allocated to the support request, and management will monitor its progress to ensure a satisfactory resolution. Note that you may, instead of requesting an escalation, request a severity increase. This may be practical, in case the request did not originally include a description of the business impact or if the business impact has changed Additional training As the Services does not include training of the designated contact, ez may, at its sole discretion, request a designated person who ez deems to have an insufficient skill level, to complete training at the required level. 4. CONFIGURATION SCOPE OF PLATFORM CONTENT MANAGEMENT SYSTEM 4.1. Overview Depending on the subscription level, there can be restraints in the supported configuration of the Software installation Content databases Content databases refer to the physical database schema hosting the data. A physical database schema is one specific database with a collection of tables which contain content data, user data and access rights. The number of content databases included in the services are defined in the order form Maximum database content objects A database content object is defined as one unit of data, like an article, a picture, or a movie file, managed by the Software. The number of content objects included in your subscription is stated in the order form. 5. ACCESS TO PROFESSIONAL SERVICES In order to keep your Software driven websites on-time, on-track and performing at peak levels, ez offers expert consulting, audits, and training through our ez Professional Services team. Our goal is that your software runs smoothly and that you get your message out on-time and on-budget. Only as a subscription Customer do you have direct access to hire Professional Services. ez offers Professional Services to assist Solution Partners and/or you with unusually complex situations that require specific project assistance, in addition to what you will receive from your Solution Partner. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 8 of 9

9 The scope of any assistance is determined and customized prior to the time of engagement, in accordance with a separate consultancy agreement. Work can be performed remotely or on the client premises according to project needs. If not otherwise agreed, prices for professional services are calculated on a time and material basis, in addition to the subscription fee. ez Systems HQ Klostergata 30, 3732 Skien, Norway info@ez.no Page 9 of 9