Service and Support Agreement
All access methods are subject to the reputation of the Licensee`s account and, in addition to the level of support purchased by licensee, are subject to the restrictions on business hours and business days set out above. Misuse of remote or data-related services. You may not use the Support Services in any way that could interfere with Microsoft`s use of Microsoft, its affiliates, or any other service provider, network, or computer system. You may not use the Support Services to attempt to gain unauthorized access to the Services, data, accounts, or networks in any way. The response time specified in each support plan is the time elapsed between receiving a support request through the Sencha Support Portal (support.sencha.com) and the time Sencha begins support service, including oral or written confirmation to the customer. The actual time required to fully resolve the support request may be longer than the maximum response time specified in the case of such a full resolution. The above response times apply to support in English and support in foreign languages is covered in section 3c below. 1.7.1 “Severity One” means that Licensee`s use of the Software is completely discontinued without the need for an immediately available workaround. The Software does not start or is not functional in all respects and adversely affects or interferes negatively with the remote deployment of virtual instances by third parties. Severity one support requires the Licensee to have dedicated resources to work on the issue on an ongoing basis during licensee`s contract hours. The CloudBolt Self-Service Support Portal can be accessed in the “Support” section of the cloudBolt Support home page: support.cloudboltsoftware.com. In the self-service portal, the licensee can select the observed severity levels themselves. Although any licensee user may submit a ticket through the Self-Service Portal, only named contacts will receive a response.
To access the Self-Service Portal, Licensee requires a user ID and password. Expert services can be used as part of support on an availability basis, depending on the skills required to perform the service. Expert services may include, but are not limited to, remote troubleshooting on customer`s computer systems, performance optimization, and review of customer application code by Sencha support staff. Each 30-minute Expert service, with the exception of on-site training, costs 25 x credits with a minimum X-Credit price of 30 minutes per request (even if the service does not have an actual duration of 30 minutes). All requests for expert services must be planned in advance so that Sencha and the client can establish consensual availability. Depending on the request, Sencha can inform about the necessary measures for a particular expert service. PPI service. Support services may be available as a single pay-per-incident service (“PUP Service”) for a single support service on a single device for a fixed fee.
Cancellation of the help desk subscription. You can cancel your support subscription by contacting a Microsoft support representative or a Microsoft account. If your subscription is automatically approaching the end of the existing period, you must cancel the subscription at least 3 days before the billing date to avoid being charged for the next period. The billing date is the anniversary of your first registration. You can verify your billing and initial enrollment information under Microsoft account. Microsoft reserves the right, in its sole discretion, to cancel your subscription to the Support Services without notice if your payment is not made on time, if you violate this Service Agreement, or if we determine that the subscription was used by another person or for support on someone else`s device. We may also cancel the Support Services or your subscription if we determine that you are not eligible to receive the Support Services. 2.1 Provision of M&S. Support Plans. CloudBolt, access methods and response times are described in Exhibit A. CloudBolt provides software maintenance and support for the severity of errors in the support plan purchased during the M&S Period, subject to section 2.2 below. CloudBolt will use reasonable efforts to respond to an interactive technical support request within the response times specified in the applicable support plan.
M&S is delivered exclusively to the contact(s) designated by the Licensee. CloudBolt is not responsible for the loss of data or information in the event of errors or other malfunctions of the software or computers on which the software is used. Support requests can be sent to support@cloudboltsoftware.com. If the licensee submits a problem by this method, the licensee must indicate the severity observed in the subject line of the email (p.B. . . .
- Posted by adriel
- On March 30, 2022
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