Customer Support Policy

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1 Customer Support Policy This Customer Support Policy ( Policy ) describes the Support that Invenias provides to Customers that have paid all applicable fees and that are using Licensed Software in a Supported Configuration. Additional terms are stated at the links and URLs noted in this Policy, and those terms are incorporated herein by reference as if fully stated in this Policy. 1 Definitions AGREEMENT ALTERNATIVE CONFIGURATION BUG FIXES BUSINESS DAY BUSINESS HOUR(S) CASE CHARGEABLE SUPPORT DOCUMENTATION LICENSED SOFTWARE MAJOR RELEASE MINOR RELEASE means your Invenias Services Agreement incorporating Invenias Terms and Conditions located at means a configuration in which Licensed Software interoperates in an environment which does not support such Licensed Software or where such environment has not been validated, approved, or verified to operate, or where the Licensed Software has been tested and is known not to work, or works with limited functionality, and where the operating environment does not meet our minimum system requirements. means any change that we make to the Licensed Software, including changes made for purposes of maintaining performance, functionality, compatibility, error correction, and Workarounds that establish or help to restore substantial conformity with the applicable Documentation that we deliver to a customer as part of the applicable Licensed Software. means any day of the standard work week Monday to Friday excluding Public Holidays. means an hour of the standard business day between 9am and 6pm GMT. means when you have submitted a Support Request, it has been assigned a Severity Level and a Case identification number by an assigned representative. means Support provided that is not related to a Problem with the Licensed Software in response to a submitted Support Request and assigned Case, and is therefore chargeable at standard Professional Services rates. This includes installation and configuration of the Licensed Software and support for any third party software or services. means our standard published user guides, release notes, directions for installation, and other materials that we deliver with the Licensed Software (including any updates to these materials). means Invenias software that you have licensed. means a new release of the Licensed Software that may include architectural changes, major feature changes, new platform support, and new operating system support. Unless otherwise defined via a specific communication, Major Releases are designated by the number to the left of the decimal point such as 1.0, 2.0, 3.0, etc. A Major Release will typically be issued not more than once every six (6) to twelve (12) months. means a new release of the Licensed Software that incorporates all previous Bug Fixes since the prior Major Release. A Minor Release is tied to the preceding Major Release and may contain new features, new platform support, new operating system support, and the latest Software Version Upgrades. Unless otherwise defined via a specific communication, Minor Releases are designated by numbers to the right of the decimal point such as 1.1, 1.2, 1.3, etc. A Minor Release will typically be issued not more than once a month. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 1 OF 7

2 PROBLEM PROFESSIONAL SERVICES means a technical question or issue you may have about your Licensed Software, including when you believe that it does not substantially conform to its Documentation, discovery of a potential nonconformity, or when you have a question relating to the support of the Licensed Software (such as regarding installation or configuration). We do not consider general questions about any of our products (including your Licensed Software) to be Problems under this Policy. Nor do we consider questions relating to product familiarization, training, product integration, project implementation, or other Services activities to be Problems. means the provision of services such as chargeable support, training, consulting, project management, data migration and any other chargeable services delivered. SEVERITY LEVEL(S) means the classification of the Problem as a Severity 1, 2, 3, or 4. STANDARD SUPPORT SUPPORT REQUEST SUPPORT SUPPORTED CONFIGURATION UPDATES UPDATE ASSURANCE WORKAROUND means Support provided in relation to a Problem with the Licensed Software in response to a submitted Support Request and assigned Case. A customer support representative will contact you within the outlined timescales to provide support for your Licensed Software. means a request submitted via telephone, , web or from within the Licensed Software, for Support in relation to a Problem. means general support services that we provide for Invenias software including such electronic or telephone responses to requests for assistance or information and updates. Support includes access to our on line support knowledgebase, articles and documents. Additionally, Support includes the provision of known Bug Fixes (as defined above) and known Workarounds as well as engagement of our engineering resources (if applicable) to develop Bug Fixes. As noted in this Policy, Support does not include activities that would typically be considered as Professional Services. means a configuration in which the Licensed Software interoperates in a customer s environment involving hardware platforms, operating systems, software applications, and other third party solutions that we have validated, approved, or verified, or that have been self certified by our authorized partners, for operation in conjunction with the Licensed Software, and where the operating environment meets our minimum system requirements. In certain instances, even if your configuration is a Supported Configuration, we may attempt to, or we may ask you to, reproduce the Problem in a similar environment. means any version of the Licensed Software which has been released to the public and which modifies or replaces the prior version of the Licensed Software. Updates may contains Bug Fixes or be a Minor Release. means the right to obtain and use Updates to the Licensed Software as they become generally commercially available to our end user customers. means a temporary resolution of a Problem and may include specific modifications to the Licensed Software to address critical problems (sometimes called, hot fixes). In some cases, the temporary resolution will be considered final. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 2 OF 7

3 2 General Support Terms 2.1 SCOPE OF SUPPORT This Policy describes the Support we agree to provide to you for our Licensed Software to help ensure that it operates in accordance with its Documentation. Support is provided by telephone and electronically, based upon the Severity Level assigned to the Problem. When contacting us regarding a Problem, please be sure that the Licensed Software is being used in accordance with applicable licenses and agreements, or we may elect not to provide you with Support Services. Standard Support is provided in relation to a Problem with the Licensed Software as part of your Agreement. Chargeable Support is provided for any Problem that is not directly related to the Licensed Software, which includes installation and configuration of the Licensed Software and support for any third party software or services. Chargeable Support is provided subject to availability of our Support Representatives and Engineers, as priority will be given to Problems with the Licensed Software. 2.2 SUPPORT TOOLS AND TECHNOLOGIES We deploy a number of different tools and technologies to assist in providing Support. We may offer a remote diagnostic and troubleshooting service to access your computer system remotely to perform diagnostic and troubleshooting activities for your Licensed Software. Remote Support is provided subject to our Remote Support Standard Terms located at LANGUAGE SUPPORT Our Support Services include delivery of those services in English. 2.4 SUPPORTED CONFIGURATIONS We will provide Support for Licensed Software that is used within a Supported Configuration. A Supported Configuration includes hardware specifications, operating system levels, firmware levels, databases, devices, device drivers and applications that meet our minimum system requirements. Please refer to minimum system requirements located at requirements.asp COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 3 OF 7

4 2.5 ALTERNATIVE CONFIGURATIONS Our Licensed Software is designed to interoperate with many types of systems, applications, and hardware. Sometimes a customer may choose to use our Licensed Software in an Alternative Configuration, namely, an environment that has not been validated, approved or verified to operate with our Licensed Software or which does not support such Licensed Software or only supports limited functionality, and where the operating environment does not meet our minimum system requirements. In most cases, we do not support Alternative Configurations, and we have no obligation to provide Support to Licensed Software in an Alternative Configuration. Invenias makes no warranty with respect to use of Licensed Software in an Alternative Configuration and any such use is at your own risk. A Supported Configuration might be converted into an Alternative Configuration where a vendor modifies one of its components that are part of the original Supported Configuration. As a consequence, your Licensed Software would then be operating in an Alternative Configuration. If you experience a Problem with the Licensed Software in an Alternative Configuration, then we may ask you to reproduce the Problem in a Supported Configuration environment. Please note we have no obligation to attempt to resolve Problems that cannot be replicated in a Supported Configuration. However, if the Problem can be replicated in a Supported Configuration, we will investigate the Problem in that Supported Configuration and attempt to resolve it. If the Problem cannot be replicated in a Supported Configuration, then we may elect not to work on that Problem. 2.6 THIRD PARTY PRODUCTS If we determine that the Problem may be related to a product from a vendor with whom we have a cooperative support relationship, then we will collaboratively work with that vendor to address the Problem. If we determine that the Problem may be related to a product from a vendor that we do not have a cooperative support relationship with, we may ask you to request such vendor to work with us to address the Problem. If the issue relates to the third party product and not to the Licensed Software, then the third party vendor (and not Invenias) will determine the progress and resolution of that issue. Our Support does not include installing, fixing, conducting root cause analysis, providing product patches or updates for open source code or any other third party products or otherwise supporting third party products. 2.7 UPDATE ASSURANCE We will make available to you all Software Version Updates for your Licensed Software that are released during the term of your Agreement. As a general matter, we will notify customers of Software Version Updates when they are available. Such notification is intended to allow the customer access to download the latest version of the Licensed Software or to have the Update sent via our automated updates. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 4 OF 7

5 3 Support Process 3.1 HOW TO CONTACT SUPPORT You can contact Support during Business Hours by any of the following methods Telephone +44 (118) Option 2 Desktop Go to Invenias Menu and click on Support Website You can also access our online support knowledgebase, articles and documents at which is available 24 hours a day 7 days a week We encourage our Customers to Submit a Support Request to us electronically where possible ( , Desktop or Website) as this helps us to manage and deliver a better level of support; however we are happy to provide Telephone Support for Urgent and or Critical issues. 3.2 SUPPORT REQUESTS If you identify a Problem with your Licensed Software and require Support, please submit a Support Request via any of the methods outlined above. You will need to submit a separate Support Request for each identified Problem. Each Support Request will be assigned a Severity Level and unique Case ID. For more information on how to submit a support request, please refer to our Customer Support Overview at When submitting a Support Request, please ensure that you include as much information as possible about the Problem, when it occurred and how you found it, so that we can reproduce the Problem in our test environment. We may also ask you send us the Error Log or to reproduce the Problem for us in your production or test environment. We will respond to your Support Request within the specified timescale based on the Severity Level that is assigned. If you submit your Support Request via your Desktop or via our Website you will receive an Automated Acknowledgement by , which will contain your Case ID number, please keep a note of this number as you will be asked to quote this during any communication with our Support team regarding this Problem. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 5 OF 7

6 3.3 SEVERITY LEVELS When you submit a Support Request, you will need to set the initial Severity Level for that Problem based on our definitions as detailed below. As the Case progresses, we will let you know if the Problem no longer fits the definition of the Severity Level originally assigned to the Problem, and we may adjust the Severity Level as required. SEVERITY LEVEL DEFINITION RESPONSE TIME 1 CRITICAL A Problem has occurred where the Licensed Software has completely stopped functioning and you are unable to work; or where a substantial portion of your data is at a significant risk of loss or corruption; or that compromises overall system integrity or data integrity (i.e. causing a system crash, loss or corruption of data) and significantly impacts your operations in a production environment, and where no Workaround is immediately available. Within 1 hour 2 HIGH A Problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long term productivity might be adversely affected. 3 NORMAL A Problem has occurred where there has been a limited adverse effect on your business operations. 4 LOW A Problem has occurred where your business operations have not been adversely affected; or a minor condition or Documentation error that has no significant effect on your operations; or a suggestion for new features or an enhancement regarding the Licensed Software. Within 4 8 hours Within hours Within 5 days Response Times relate to the time frame for our Customer Support Representatives to contact you following the submission of a Support Request and does not relate to the resolution of a Problem. When we refer to Response Times in this Policy, these are goals or objectives, which means we will use commercially reasonable efforts to meet those time frames; however this Policy does not obligate us to meet any specific time frames. 3.4 CASE MANAGEMENT Once a Case has been opened, assigned a Severity Level and Case ID number, a Customer Support Representative will contact you or your Designated Contact(s) within the outlined timescales, based on the Severity Level, to either provide an immediate solution, or a Workaround, or to advise you that the Problem requires escalation to the next level. We aim to resolve Problems as quickly and efficiently as possible, however some Problems may require a Bug Fix and an Update to the Licensed Software, which will have to go through our testing and release management process before we can deploy the Update to you. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 6 OF 7

7 4 Your Responsibilities As a valued customer, you play an integral role in the success of this support relationship. The success and efficiency of our Support depend upon you carrying out your responsibilities and requirements set forth in this Policy. We encourage you to take advantage of the Professional Services that we provide so that you can better understand the functions and features of your Licensed Software and the optimal configurations in which to install and implement your Licensed Software. 4.1 DESIGNATED CONTACT(S) You must elect and notify us of at least one Designated Contact who must be trained on and familiar with the Licensed Software and your configurations, so that we can work with them to resolve your Case(s) as efficiently as possible. Your Designated Contact should have completed user and systems administrator training on the License Software. We reserve the right to request replacement of any Designated Contact if we reasonably deem the Designated Contact to lack the necessary technical and product knowledge to assist with the timely resolution of a Problem. In such case, you will need to designate a replacement Designated Contact with appropriate technical and product knowledge as soon as is reasonably practical. We reserve the right to charge a fee for any additional training or consulting services provided. 4.2 SUPPORTED CONFIGURATION You are responsible for ensuring that your environment is a Supported Configuration and meets our minimum system requirements. Support for any Problems that are related to an Alternative Configuration that does not meet our minimum system requirements will be considered Chargeable Support. Please refer to minimum system requirements located at requirements.asp 4.3 INSTALLATION OF LICENSED SOFTWARE You are responsible for the installation and configuration of the Licensed Software within your environment. We can install and configure the Licensed Software for you on request; however this is considered Chargeable Support and will require reasonable advanced notice. We also recommend that where possible, you configure a test environment that can be used to validate configuration and settings before installing your Licensed Software in a production environment Please ensure that you proactively apply applicable Software Updates to all installations, to better ensure that your Licensed Software performs at optimal levels. COPYRIGHT INVENIAS LIMITED ALL RIGHTS RESERVED PAGE 7 OF 7

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