SUPPORT: SERVICE LEVEL AGREEMENT
Subject to the terms and conditions set forth in the Agreement, RHONDOS Support cases will be handled based on case priority levels as described below. When submitting a case to RHONDOS, Licensee agrees to select the priority for initial response by logging the case online, in accordance with the priority guidelines set forth herein. RHONDOS Support may change the priority if the issue does not conform to the criteria for the selected priority and will provide Customer with notice (electronic or otherwise) of such change.
Terms & Conditions
Exclusions. RHONDOS will have no obligation of any kind to provide Support for issues caused by or arising out of any of the following (each, a “Licensee-Generated Error”): (i) modifications to the Software not made by RHONDOS; (ii) use of the Software other than as authorized in the Agreement or as provided in the documentation for the Software; (iii) damage to the machine on which the Software is installed; (iv) Customer’s continued failure to use the Software without reference to the documentation; (v) versions of the Software other than the Supported Version (defined in Section2.6.6); (vi) third-party products not expressly supported by RHONDOS and described in the documentation; or (vii) conflicts related to replacing, upgrading, or installing hardware, drivers, and software that are not expressly supported by RHONDOS and described in the documentation. If RHONDOS determines that support for an issue caused by a Licensee-Generated Error, RHONDOS will notify Customer as soon as reasonably possible under the circumstances. If Customer agrees that RHONDOS should provide support for the Licensee-Generated Error via a confirming email, then RHONDOS will have the right to invoice Customer at RHONDOS’ then-current time and materials rates for any such support provided by RHONDOS.
Restrictions. Support is delivered only in English. Response times and update times are based upon the listed hours of availability. Failure to meet SLAs does not void Agreement.
Authorized Support Contacts. Support will be provided solely to the authorized individual(s) specified by Customer that RHONDOS will communicate with that individual(s) when providing Support (“Support Contacts”). RHONDOS strongly recommends that Customer’s support contact(s) be trained on the Purchased Software. Customer’s Order will indicate a maximum number of authorized Support Contacts for Customer’s license level. Customer will be asked to designate Customer’s authorized support contacts, including their primary email address, following RHONDOS’ acknowledgment of Customer’s Order.
Delivery. Support is provided via telephone, email, and web conference. Support will be delivered by a member of RHONDOS’ or BNW’s technical support team.
Customer’s Obligation to Assist. Should Customer report a purported defect in the Purchased Software to RHONDOS, RHONDOS may require Customer to provide them with the following information: (a) a general description of the operating environment, (b) a list of all hardware and software components, operating systems and networks, (c) a reproducible test case, and (d) any log files, trace and systems files. Customer’s failure to provide this information may prevent identification and resolution of the purported defect.
Changes in Support and Software. Customer acknowledges that RHONDOS has the right to discontinue the Support for any Software, including the distribution of older Software versions, at any time in its sole discretion, provided that RHONDOS agrees not to discontinue Support for the Software during the current annual term of these Terms and Conditions, subject to the termination provisions herein. RHONDOS reserves the right to alter Support from time to time, using reasonable discretion but in no event will such alterations result in (i) diminished support from the level of Support set forth herein; (ii) materially diminished obligations for RHONDOS; (iii) materially diminished Customer’s rights; or (iv) higher Support Fees during the then-current term. RHONDOS will provide Customer with thirty (30) days’ prior written notice (delivered electronically or otherwise) of any permitted material changes to the Support contemplated herein.