Support Guide

1. SUPPORT OVERVIEW

Opslogix understands that having software maintenance and access to highly skilled support staff and information is a crucial part of our overall support service to You. Our Support program is designed to provide You with Software updates and immediate access to online support information, forums, blogs and knowledge articles as well as Incident support services.

Support Components and Pricing

• Software Maintenance
  • Patches, updates, hot fixes
  • Upgrade protection
• Opslogix Web Support
  • Access to knowledge base articles
  • Learning materials
  • FAQs
  • Product enhancement program
  • Forums
  • Blogs
  • Limited to designated Support Contacts
• Incident Support
  • Email or phone assistance
  • Effort only during business hours: 8am to 6pm Central European Time, Mon-Fri (excluding holidays)
  • Incident entitlement is based on number of licenses; additional Incident packs may be purchased
  • Limited to designated Support Contacts
• Price for Included Support Components
  • 20% of the purchase price for Program licenses you have purchased
• Additional Incident Support Packs
  • Email or phone
  • Effort only during business hours: 8am to 6pm CET, Mon-Fri (excluding holidays)
  • 5 Incident Support Pack – 1,000 EUR
  • 3 Incident Support Pack – 600 EUR
  • 10 Incident Support Pack – 2,000 EUR
  • Limited to designated Support Contacts
• Additional Program Licenses
  • If during the Initial Term or any Renewal Terms you acquire additional Program licenses, additional Support fees are payable pro-rated for the current term
  • Support fees for such licenses will be combined on the next Support Anniversary Date with existing Support fees

2. SUPPORT COMPONENTS

At Opslogix, our Support team is ready to help. Assistance can be tailored for concerns ranging from an urgent issue to a question about Program functionality. Our Support plan is designed to include a comprehensive package of services, enabling You to better utilize the investment You have made in the Program. The Support components Opslogix provides are as follows:

• Software Maintenance:
  • Opslogix R&D teams continuously improve the capabilities and performance of our software.
  • When a new release is commercially available, it may be downloaded by all Customers with current Support subscriptions.
  • New releases (other than maintenance releases) typically contain major feature changes, new functionality, performance enhancements, and corrective content.
  • Related documentation is updated to incorporate information about new features and enhancements in new software releases.
• Opslogix Web Support:
  • The Opslogix Community (website) is dedicated to Opslogix customers and partners—a place for members to support each other, collaborate, and access resources 24x7.
  • Self-serve community promotes collaboration, openness, diversity, and sustainability.
  • Access to Documentation, searchable knowledge base, error resolution tips, known errors and workarounds, user manuals, implementation guides, and best practices.
  • Members can pose technical or non-technical questions to both peers and Opslogix staff.
  • Customers are encouraged to participate in the software development roadmap through the Product Enhancement Program.
  • Resources and support are always available at http://www.Opslogix.com/blog.
• Support Incidents:
  • Based on your number of Management Licenses, designate Support Contacts (as specified in the table below) who channel all Support questions.
  • Designated Support Contacts are typically subject matter experts or help desk staff familiar with the Program and your environment.
  • Support Contacts can log Incidents per the table based on Licenses purchased (see below for details).
  • Incidents are only received by Opslogix during business hours.
  • To receive Support, you must have installed the latest Opslogix updates and patches.
  • If an Incident is due to an Error in the Program, it does not count toward your annual max number of Incidents.

  Licenses purchased by customer	5	10	15	20
  Support Contacts	2	2	2	2
  Incidents per Support year	1	2	3	4

3. OBTAINING ASSISTANCE

Our highly skilled support team experts are here to answer day-to-day operational or technical questions and to help You find better ways to leverage Your Opslogix software investment. Since Opslogix is a Management Pack for System Center Operations Manager, You are encouraged to reference or contact available Microsoft support services to eliminate any environment or platform related issues prior to contacting Opslogix. If it is believed to be a Opslogix Management Pack issue, and the problem is not related to the System Center Service Manager platform, Opslogix will work with You to resolve the Incident as quickly as possible. A Microsoft support ticket number is required to enable Opslogix to co-ordinate resolution activities with Microsoft support resources if required.

You should always first review current support information available on the Opslogix Community and Web Support Portal at http://www.Opslogix.com/blog where You will find problem resolution tips, known issues and workarounds, product and implementation guides, best practices and access to blogs and forums 24x7. Opslogix follow up for Web Support issues will be during business hours.

• If Opslogix follows up via phone, it will not count against the available Incident balance.
• Incident Support: If You have an urgent issue or are unable to resolve Your problem through the Opslogix Web Support community, You can contact by email or phone the Opslogix Support Center, located in The Netherlands which provides escalation support during normal business hours, excluding holidays and weekends. Incidents initiated with the Opslogix Support Center will count against the available Incident balance upon resolution.

Hours of operation are during normal business hours and exclude holidays observed in the jurisdiction in which the Opslogix Support center is located.

4. RESPONSE TIME AND SEVERITY ESCALATION

Opslogix’s targeted response times are specified below. The prioritization of Opslogix’s response to an Incident will be determined by the severity level. An initial discussion between the Opslogix Support team and the Customer about an Incident report will be used to determine its severity. This process is designed to address the most critical issues first. All times are based on regular business hours and serve as a guideline only.

• Workarounds:
  • Once an Incident is reported, the main objective is to find a satisfactory solution as soon as reasonably practicable having regard to the applicable Severity level.
  • In some cases, a Workaround is provided as a temporary solution to allow for the completion of a task that would not have otherwise been accomplished due to an Error or Program limitation.
• Software Error:
  • When a reported Incident is caused by a Program Error, that Incident will be recorded in Opslogix’s Error tracking system and escalated to the product development team.
  • An Error correction is then scheduled for future Program maintenance release.
  • Timing and incorporation of particular fixes and functionality is at Opslogix’s discretion.
  • Opslogix will respond to a Customer Incident report with a follow up email that will include the Incident number and a confirmation that the Incident is being investigated and escalated.
  • If three (3) unsuccessful attempts have been made to contact your Support Contact, the Incident may be closed, with a note in the record.
  • If Opslogix is unable to reproduce a reported Incident after reasonable efforts, Opslogix may close such Incident with a note in the record.

Severity Escalation Table

Note: Response time/escalation time is measured from initial contact or timestamp. All times are regular business hours Central European Time (CET) and exclude weekends and statutory holidays. These are internal guidelines, not contractual obligations.

Escalation Levels

• Tier 1: Service Desk Representative validates the Incident, assesses known Errors and Workarounds or potential resolutions.
• Tier 2: Technical Specialist investigates and validates the Incident and possible solutions.
• Tier 3: Product Development investigates possible resolutions.

5. SUPPORT AGREEMENT TERM

• The Support Agreement Term will commence on the date of the Order (the Effective Date), unless terminated earlier in accordance with the terms of the Support Agreement, for a period of one (1) year thereafter (the "Initial Term").
• The Support Agreement will automatically renew for additional one-year terms (each, a "Renewal Term"), unless either party provides the other with written notice of its intent not to renew the Support Agreement at least thirty (30) days prior to the end of the then current Initial Term or Renewal Term.

6. GENERAL NOTES

• The information in this Opslogix Support Guide is accurate at the time of publication.
• The Support-related matters described in this Opslogix Support Guide supersede all previous Opslogix Support Guides.
• Opslogix reserves the right to change the Opslogix Support Guide and related support policies at any time and shall advise its supported Customers of any changes when they occur.
• Terms not defined in the Program Guide shall have the meaning ascribed to those terms in the Support Agreement.