Supprt Services v1.19 / 2015-07-02
Intrductin - Table f Cntents 1 Intrductin... 3 2 Definitins... 4 3 Supprt Prgram Feature Overview... 5 4 SLA fr the Supprt Services... 6 4.1 Standard Supprt... 6 4.2 4.3 Premium Supprt 24/7... 6 Platinum Supprt 24/7... 6 4.4 4.5 OX Drive Clients... 6 Repeated Failure... 7 4.6 Penalties... 7 4.6.1 SLA and Penalties... 7 4.6.2 Cnditins fr SLA t apply... 7 5 Security... 8 6 Supprt and Maintenance Cverage... 9 6.1 Supprted Cmpnents... 9 6.2 Exclusins frm Supprt and SLA... 9 6.3 Exclusins frm Supprt and SLA fr OX Drive Clients... 10 7 Allcatin f Respnsibilities between Custmer and Open-Xchange... 11 8 Interactin with Open-Xchange Supprt... 12 8.1 Opening Incidents with Open-Xchange... 12 8.2 Hw-T Cntact Supprt... 12 8.3 Phne Supprt fr Incidents (valid with 24/7 Supprt Optin nly)... 12 9 Escalatin Prcess... 13 9.1 Custmer Escalatin... 13 9.2 Open-Xchange Escalatin... 13 10 Escalatin Cntact Data... 14 10.1 Custmer Escalatin Data... 14 10.2 Open-Xchange Escalatin Data... 14 2 Supprt Services Cpyright Open-Xchange GmbH
Intrductin - 1 Intrductin This Supprt Services dcument cntains the Supprt fferings frm Open-Xchange, in the fllwing named Cmpany fr all prducts including Dvect Pr. It describes the interactin between Custmer and Open-Xchange s Supprt Services. This dcument serves as reference t the parties invlved and was written with the intentin t supprt the parties t make the best use f technical supprt resurces. It embraces all agreements cncerning the technical supprt. It will be made available t the respective members f staff f bth parties. The dcument lists all relevant cntact infrmatin f bth partners and furthermre serves as internal guideline fr Cmpany and Custmer. Cpyright Open-Xchange GmbH Supprt Services 3
Definitins - 2 Definitins An verview fr all mentined supprt specific wrdings in this dcument, identified as Italic, can be fund within the Supprt Definitins dcument. The General Terms and Cnditins fr Sftware Supprt apply fr all Supprt Services frm Cmpany. 4 Supprt Services Cpyright Open-Xchange GmbH
Supprt Prgram Feature Overview - 3 Supprt Prgram Feature Overview Features Standard Supprt Premium Supprt Platinum 24/7 Supprt Access t frums, knwledge base and mailinglists Yes Yes Yes Supprt Availability Weekdays 09:00-18:00 CET Weekdays 09:00 18:00 CET Weekdays 09:00 18:00 CET Term 1 Year 1 Year 1 Year Maximum Respnse Time (fr highest Severity) Maximum Restratin Time (fr highest Severity) 4 hurs 2 hurs 1 hur 48 hurs 24 hurs 12 hurs Maximum Number f Incidents On-Premises Custmers: Unlimited during validity Unlimited during validity 25 Tickets / year Prvider Custmers: Unlimited during validity Cmmunicatin channels E-mail E-mail / Phne via Call Back (Call in fr Severity 1 utside business hurs) E-mail / Phne via Call Back (Call in fr Severity 1/2 utside business hurs) OX Cntact Persn Service Desk Service Desk Service Desk Dedicated Persn fr: - regular Reviews - escalatins On-site visits N N 2 day n-site visits per year Remte Supprt N Optinal Optinal Online Status Tracking Yes Yes Yes 24/7 Optin available N Yes, Severity 1 Included, Severity 1&2 OX Drive Clients included N Yes, separate SLA Yes, separate SLA User Limit Less than 250k users Less than 1M users N/A Cpyright Open-Xchange GmbH Supprt Services 5
SLA fr the Supprt Services - Standard Supprt 4 SLA fr the Supprt Services All times in the fllwing tables are valid fr Business Hurs between 9:00am 6:00pm CET excluding German public hlidays fr Severity 3 and Severity 4. Supprt fr Severity 1 and Severity 2 is available 24/7/365 if included in the selected SLA. 4.1 Standard Supprt Severity Resurce assigned Time t Restratin Time t Reslutin and initial respnse 1 4 hur 48 hurs 10 business days 2 4 hurs 7 business days 20 business days 3 24 hurs - - 4 1 week - - 4.2 Premium Supprt 24/7 24/7 Supprt available fr Severity 1 Incidents. Severity Resurce assigned Time t Restratin Time t Reslutin and initial respnse 1 2 hur 24 hurs 5 business days 2 2 hurs 5 business days 10 business days 3 24 hurs By Agreement Next Majr Release 4 1 week - By Agreement 4.3 Platinum Supprt 24/7 24/7 Supprt included fr Severity 1 and Severity 2 Incidents. Severity Resurce assigned Time t Restratin Time t Reslutin and initial respnse 1 1 hur 8 hurs 5 business days 2 2 hurs 48 hurs 10 business days 3 24 hurs By Agreement Next Minr Release 4 1 week - By Agreement 4.4 OX Drive Clients Severity Resurce assigned Time t Reslutin and initial respnse 1* 1 hur 10 business days 2 4 hurs 20 business days 3 24 hurs Next Minr Release 4 1 week By Agreement * Severity 1 nly applies fr Security Incidents 6 Supprt Services Cpyright Open-Xchange GmbH
SLA fr the Supprt Services - Repeated Failure 4.5 Repeated Failure If an Incident f Severity 1 r Severity 2 appears again after the underlying Prblem was reslved, and the Incident was clsed successfully, then the Incident will be defined as a Repeated Incident. Custmer may request the special handling f Repeated Incidents described in the next paragraph if it is caused due t a Sftware Bug in the Cmpany s sftware r ther reasns in the Cmpany's primary respnsibility and cntrl. When the same Incident is pened the third time the Cmpany shall assign a dedicated persn t the prcess. This persn will prvide daily reprts abut the status f the rt cause analysis and (if needed fr better understanding) prvide direct access t the invlved engineers. 4.6 Penalties 4.6.1 SLA and Penalties Shuld Cmpany fail t meet the Respnse Time r Restratin Time f the related SLA fr a Severity 1 r Severity 2 Incident, Custmer will be entitled t claim a credit fr the mnthly supprt agreement fee. Credits will be 10% fr Severity 1 Incidents and 5% fr Severity 2 Incidents. Credits are limited fr 2 events at least 7 calendar days apart. Credits can sum up t a maximum f 30% f the annual supprt agreement fee. Credits will be deducted frm the next due payment f the supprt fee. The Custmer has t claim the credit accrdingly. 4.6.2 Cnditins fr SLA t apply SLA and penalties nly apply when the fllwing cnditins are met: Custmer has paid in full all utstanding sftware license, supprt and maintenance fees Custmer prvides test accunt(s) within Jint Slutin Envirnment Custmer prvides either access t r the infrmatin frm a mnitring system The failure is nt the cnsequence f a miscnfiguratin by the Custmer Custmer has agreed t deply every upgrade n recmmendatin f Cmpany in case it slves a reprted Incident. N sftware ther than the certified Operating System, Open-Xchange Sftware and jintly agreed and tested sftware, e.g. fr mnitring r analytics are running n the Slutin Envirnment Frce Majeure r any Incident utside the sphere f influence f the Cmpany are excluded. Cpyright Open-Xchange GmbH Supprt Services 7
Security - Penalties 5 Security Security Incidents will be handled fllwing a dedicated prcess, including public annuncements f security related Patch Releases. Dcumentatin f this prcess is available n request. 8 Supprt Services Cpyright Open-Xchange GmbH
Supprt and Maintenance Cverage - Supprted Cmpnents 6 Supprt and Maintenance Cverage 6.1 Supprted Cmpnents All cmpnents as defined within Exhibit Prduct Definitins and nt excluded in 6.2 Exclusins frm Supprt and SLA. 6.2 Exclusins frm Supprt and SLA Cmpany prvides supprt fr analysis f all reprted Incidents. Full Restratin and Reslutin will nly be prvided fr sftware prduced and supplied by Cmpany. Recmmendatins fr the cnfiguratin f cmpnents nt prduced and supplied by Cmpany f the Jint Slutin Envirnment will be prvided n best effrt. Restratin and Reslutin fr such cmpnents will nt be prvided. First level supprt fr such cmpnents, fr example supprt t install and/r cnfigure client sftware, will be prvided by Custmer based n Cmpany s dcumentatin. Such cmpnents include, but are nt limited t: Synchrnizatin with End User Devices and 3 rd Party Client Sftware, fr example: IMAP Clients Grupware and Cllabratin Clients Clients n Mbile Devices Cmpnents used in the Jint Slutin Envirnment nt supplied by Cmpany, fr example: Operatin Systems Lad Balancer Apache HTTP Server MySQL Database Systems utside the peratins premises Implementatin f the Supprted Cmpnents n unsupprted Operating Systems 3rd party sftware fr mnitring and analytics r ther sftware installed n servers running the Supprted Cmpnents which have nt been certified by Cmpany Alteratins r revisins t the servers running the Supprted Cmpnents made by Custmer withut prir guidance by Cmpany r nt part f Cmpany s dcumentatin Cntinuus supprt requests fr issues where Cmpany has prvided a crrectin r upgrade which has nt been implemented by the custmer Cpyright Open-Xchange GmbH Supprt Services 9
Supprt and Maintenance Cverage - Exclusins frm Supprt and SLA fr OX Drive Clients requested data frm the Custmer which has nt been prvided 6.3 Exclusins frm Supprt and SLA fr OX Drive Clients Supprt and SLA f the OX Drive Clients exclude the prcess and time fr the prcessing f any sftware update r patch thrugh the respective AppStres being Apple ios AppStre, Apple Mac AppStre and Ggle PlayStre (delivery channel). Cmpany cannt cntrl r determine whether r nt an AppStre prvider accepts an update r patch r which time it takes fr making an update r patch available. Cmpany is nt liable fr any damage related t the unavailability f an update/patch in the respective AppStre. The cnditins described in this dcument nly relate t the time that it takes cmpany t make a patch r update available t be prcessed by the respective delivery channel (e.g. AppStre). It des nt include the time fr the prcessing in the respective delivery channel. Excluded are device specific Incidents related t a particular device, brand r mdel. Supprt is nly prvided fr the defined perating system versin and defined reference devices as published n Cmpany s website. 10 Supprt Services Cpyright Open-Xchange GmbH
Allcatin f Respnsibilities between Custmer and Open-Xchange - Exclusins frm Supprt and SLA fr OX Drive Clients 7 Allcatin f Respnsibilities between Custmer and Open- Xchange Custmer will be respnsible fr prviding Level 1 and Level 2 Supprt t End Custmers and Users fr the Jint Slutin Envirnment. When an End Custmer cntacts Custmer fr supprt services, Custmer s supprt persnnel will first wrk with such End Custmer n Incident identificatin and verificatin f Knwn Errrs r Prblems befre cntacting Cmpany fr supprt services. Custmer shall have trained and maintain a sufficient number f capable technical persnnel t carry ut the Level 1 Supprt and Level 2 Supprt bligatins and respnsibilities hereunder. Cpyright Open-Xchange GmbH Supprt Services 11
Interactin with Open-Xchange Supprt - Opening Incidents with Open-Xchange 8 Interactin with Open-Xchange Supprt 8.1 Opening Incidents with Open-Xchange If Custmer wants t escalate an Incident r Prblem t Cmpany, a supprt ticket has t be filed per E- Mail. When filing a ticket, the License key btained frm Cmpany has t be entered int the E-Mail. The License Key cntrls the SLA in Cmpany s ticket system. The ticket will then get a pririty based n the relevant Supprt Level. The Cmpany supprt emplyee the ticket is assigned t will either slve the Incident r Prblem r escalate the ticket. Frm then, Custmer and Cmpany will exclusively cmmunicate thrugh Cmpany's ticket system r ther apprpriate cmmunicatin tls. 8.2 Hw-T Cntact Supprt When pening an Incident t Cmpany, Custmer will prvide the needed infrmatin as utlined n Cmpany s website: http://knwledgebase.pen-xchange.cm/supprt/cntact-supprt-bug-reprting/cntactsupprt/english.html In this article Cmpany prvides an email template, which prmpts fr the relevant infrmatin. If there are imprtant parts f the infrmatin missing when filing a ticket, the missing infrmatin has t be prvided withut delay. The guaranteed Reactin and Restratin Times are nly applicable when all infrmatin mentined abve is available. Cmpany recmmends perfrming the fllwing steps befre cntacting Supprt: Cnsult the Open-Xchange Knwledge Base Ensure that the mst recent versin f the sftware is installed Every Custmer can track its reprted tickets nline as described https://xpedia.rg/wiki/index.php?title=ticketsystemcustmerguide 8.3 Phne Supprt fr Incidents (valid with 24/7 Supprt Optin nly) In case f Severity 1Incidents it is pssible t cntact Cmpany Service Desk via phne in parallel after Incident ticket has been created. The phne number is nly valid utside Cmpany s business hurs: Eurpe: USA: +49 XXX XXXXXX +1 XXX XXXXXX 12 Supprt Services Cpyright Open-Xchange GmbH
Escalatin Prcess - Custmer Escalatin 9 Escalatin Prcess 9.1 Custmer Escalatin The table belw gives timings fr each severity level after which it is apprpriate fr Custmer t escalate the Incident t a particular level. Severity Level 1 Escalatin Level 2 Escalatin Level 3 Escalatin 1 (nt restred) 3 hurs after target time 5 hurs after target time 7 hurs after target time 2 (nt restred) 6 hurs after target time 24 hurs after target time 48 hurs after target time 3 (nt restred) 10 wrking days after target date NA NA 9.2 Open-Xchange Escalatin The table belw gives timings fr each severity level after which it is apprpriate fr Cmpany t escalate the call t a particular level. Severity Level 1 Escalatin Level 2 Escalatin Level 3 Escalatin 1 1 hur after request fr Infrmatin was nt effectively and/r timely respnded 2 3 hurs after request fr Infrmatin was nt effectively and/r timely respnded 3 10 wrking days after request fr Infrmatin was nt effectively and/r timely respnded effectively respnded 3 hurs after request fr Infrmatin was nt effectively and/r timely respnded 16 hurs after request fr Infrmatin was nt effectively and/r timely respnded NA 5 hurs after request fr Infrmatin was nt effectively and/r timely respnded 24 hurs after request fr Infrmatin was nt effectively and/r timely respnded NA Cpyright Open-Xchange GmbH Supprt Services 13
Escalatin Cntact Data - Custmer Escalatin Data 10 Escalatin Cntact Data The fllwing tables cntain the cntact data f the emplyees in charge f the Escalatin Prcess, described in Exhibit Supprt Definitins. 10.1 Custmer Escalatin Data The fllwing table cntains the cntact data f the Custmer emplyees in charge fr escalatins. Level Name Rle Telephne E-Mail Level 1 <Cntact 1> <Psitin> <Tel 1> <E-Mail 1> Level 2 <Cntact 2> <Psitin> <Tel 2> <E-Mail 2> Level 3 <Cntact 3> <Psitin> <Tel 3> <E-Mail 3> 10.2 Open-Xchange Escalatin Data The fllwing table cntains the cntact data f the Cmpany emplyees in charge fr escalatins Level Name Rle Telephne E-Mail Level 1 Duane Barnes VP Services +1 919 7683852 duane.barnes@penxchange.cm Level 1 Thmas Schweiger Directr Supprt +49 162 2166687 thmas.schweiger@penxchange.cm Level 3 Stephan Martin SVP Services +49 162 2166677 stephan.martin@penxchange.cm 14 Supprt Services Cpyright Open-Xchange GmbH