Effective date: Aprit 1st, 2019
1. Support Scope
1.1 Issue type
|Containous support will help you with...||Containous support is not obligated to help with...|
|Diagnosis and resolution of product defects||Custom code development or debugging|
|Installation & migration issues||Technology preview features|
|License issues||System and network design|
|How-to questions*||Installation/migration Walkthroughs|
|Delivery and installation of patches||Benchmarks and audit design|
*How-to Questions are limited to general inquiries about Containous products. Network design, optimization, and best practices are outside of support scope.
1.2 Service Levels
Containous will make commercially reasonable efforts to: (a) respond to customer within the corresponding SLA time (see below); (b) understand / reproduce the issue; and (c) respond, repair any reproducible errors or provide a workaround.
Regular and Mission Critical levels of support
|Support Hours||Weekdays, working days (9x5)||Every day, year round (24x7)|
|Initial response time||8 hours||2 hours|
2. Support Obligation
2.1 Verification and Prioritization
Containous shall verify the description of the ticket, check that the issue is within the scope of the support and classify it in accordance with the severity levels defined below and based on the circumstances described by Customer. Containous will then confirm the priority of the issue to customer and use commercially reasonable efforts to provide the services described below for each type of Error observed. Containous will only be obligated to provide support to named contacts (as specified in the Subscription Form). Customer may substitute named contacts at reasonable intervals.
|1||A production system is down or rendered unusable with no available workaround. Business operations have been halted or substantially impacted. Containous will use continuous efforts during the support hours shown above to provide a resolution for any Severity Level 1 Error.|
|2||A production system is functioning with significantly reduced capacity and no available workaround. Business operations can continue in a limited fashion. For development environments, an error is blocking further development work and putting a significant milestone or deadline at risk. Containous will use commercially reasonable efforts during its normal business hours of operation to provide a resolution for any Severity 2 Errors.|
|3||Partial, non-critical loss of software functionality. Usage of software is impaired but business operations can continue. As soon as it is commercially practicable, Containous will use reasonable efforts during its normal hours of operation to provide a resolution for any Severity 3 Error.|
|4||A general usage or how-to question. An error is cosmetic in nature or has minimal impact on business operations. Containous will provide solutions in its sole discretion.|
2.2 Progress Reporting.
Containous will provide an issue ticket number for each error reported by the named contact though the ticketing system. Each issue will be tracked by trouble ticket number and will include all associated symptoms and activities. Named contact shall reference the ticket number in all communications associated with an issue. Customer and Containous shall keep each other’s support personnel informed of the progress when resolving any issue. The trouble ticket shall be closed by the Containous customer support team upon acknowledgment by the Customer that the issue is resolved. If the Customer neither acknowledges, nor contests in writing, the resolution of the issue within five (5) business days following an e-mail or other written notification by the Containous customer support team to the Customer, and the Containous customer support team considers the issue resolved, the trouble ticket will be closed.
3 Customer Support Operations.
3.1 New Releases
Containous will provide new releases for a correction, adaptation or evolution of the Software, as determined at its sole discretion. The Version could be (i) a Major Version, (ii) a Minor Version and (iii) a Patch Version, the Version number of the Software being “Major.Minor.Patch”:
i. “Major Version” shall mean a new Version of the Software, incompatible with the previous Version, with new major functionalities or features; Major Version is identified by the following Version number: 1.0.0, whereas the first digit “1” denominates the number of the Major Version.
ii. “Minor Version” shall mean a new Version of the Software with new minor functionalities or features, in a backwards-compatible manner; Minor Version is identified by the following Version number: x.1.0, whereas the second digit “1” denominates the number of the Minor Version, which is preceded by its associated Major Version.
iii. “Patch Version” shall mean a new Version of the Software with the remedy of one or several Errors by Error Correction, in a backwards-compatible manner; Patch Version is identified by the following Version number: x.y.1, whereas the third digit “1” denominates the number of the Minor Version, which is preceded by its associated Major Version and Minor Version.
3.2 Supported Versions
Customer acknowledges that Containous will only be obligated to provide Maintenance and Support on
i. the latest Major and Minor Versions of the Software released, regardless of the number of the Patch Version,
ii. the preceding Minor Version (n-1) associated with said latest Major Version, regardless of the number of the Patch Version,
iii. the last Minor Version associated with the preceding Major Version (N-1), regardless of the number of the Patch Version, only during one (1) year from the date upon which the latest Major Version has been made Generally Available by Containous.
3.3 Contacting Support
Containous will provide Maintenance and Support through the ticketing system primarily while working on the issue (case). Each Named contact should request a distinct login on said platform. In certain cases, other communication means such as Web conferencing, instant messaging, email or others may be suggested at Containous sole discretion.
3.4 Conditions for Providing Maintenance and Support.
Containous’ obligation to provide Maintenance and Support is conditioned upon the following: (a) Customer makes reasonable efforts to correct the Error after consulting with Containous; (b) Customer provides Containous with sufficient information and resources to correct the issue either at Containous customer support center or via remote access to Customer’s site, as well as access to the personnel, hardware, and any additional software involved in reproducing and identifying the issue; (c) Customer promptly installs all Updates; and (d) Customer procures, installs and maintains all equipment, telephone lines, communication interfaces and other hardware necessary to operate the Products.
Containous has no obligation to provide any Support to Customer: (i) for any software, hardware or other element of the Customer environment not provided by Containous, (ii) if Customer or a third party has altered or modified any portion of the Software, (iii) the Client's failure to provide a suitable installation environment; (iv) if Customer has not used the Software in accordance with Documentation or instructions provided by Containous, including failure to follow implementation procedures, or (v) if Customer has failed to replace earlier versions of the Software with Updates made available to Customer (vi) the Client’s breach of the subscription contract