Rapid Deployment Solutions
M-Extender Product Support Policy
Scope
- RDS Product Support is available only to versions supported by RDS Lifecycle Policy and provided that Customer has a valid Subscription.
- Subject to due payment of all applicable fees by Customer, RDS provides the Product Support on a non-exclusive basis pursuant to the terms and conditions of this RDS Product Support Policy.
- The Product Support includes Updates and other basic support elements, including without limitations issue solving and troubleshooting. The Product Support covers only technical issues, and it is not provided for user help, guidance, training, consulting, implementation, or other similar purposes, which may be available for additional fees as separately agreed upon between RDS and Customer under an applicable Statement of Work ("SoW"). The Product Support shall only cover the standard version of the Software Service or Software and does not cover any Third-Party Software and Services, or any customized software application developed for Customer. Support for customizations and customer-specific software requires procuring additional support services under an agreed upon SoW.
STANDARD SUPPORT HOURS
The Product Support is made available during Customer's regional business hours between 8:30 AM and 5 PM on business days (Monday - Friday, excluding local public holidays) and based on the time zone of Customer's business address. During this time Customer may contact RDS support and RDS support will review and process Customer's support requests.
INCIDENT PRIORITY LEVELS
RDS determines the priority level of an incident reported by Customer based on the criteria according to the following table. The priority level defines targeted response and resolution times.
| Priority Level | Description |
|---|---|
| 1 | The Software Service is unusable, resulting in total disruption of work or other critical imparts on operations. |
| 2 | The Software Service is running, but there are major feature/function failures which severely restrict operations such as users can access the content and copy it to another location but cannot store new content, modify existing content, or search from file content and metadata. |
| 3 | The Software Service is running but there are minor feature/function failures such as users cannot perform some tasks but are not restrained from storing, changing, and searching content and metadata. |
| 4 | Other than priority level 1-3 incidents above, such as the Software Service is running and it does not prevent using the system in daily operations. |
Response and Resolution Times
- RDS shall use commercially reasonable efforts to correct errors and respond to and resolve an incident reported by Customer in a reasonable timely manner depending on the applicable facts and circumstances.
- The response/resolution times shall commence upon RDS’ receipt of Customer’s support request specifying the issue in reasonable detail and ends upon RDS' notice of response/resolution.
- The following response and resolution times shall be applied to Online and Phone Support (8/5):
| Priority Level | Initial Response | Fix or Workaround |
|---|---|---|
| 1 | 5 hours | 1 business day |
| 2 | 1 business day | 2 business days |
| 3 | 1 business day | 3 business days |
| 4 | 2 business days | 5 business days |
- The initial response times are counted during the standard support hours. If a priority level 1 incident is submitted at 4 pm on Friday, the target initial response is provided by 12:30 pm the following business day.
Contacting Support
- Customers entitled to Online support may submit new support requests via Support Portal site at http://rdsconsulting.teamwork.com/support. Support requests shall be submitted in English language or such other language as RDS makes support available.
- Customer entitled to phone support may contact RDS support via telephone numbers available at https://www.rds-consulting.com.
- Customer's support requests must be routed through Customer's designated contacts, who have participated in RDS training in order to ensure prompt and efficient service. Customer will name one (1) primary support contact and one (1) back-up contact for Product Support. Additional contacts may be named for IT and other technical communications. Customer's named support contacts are granted access to Support Portal. Any changes regarding the named support contacts shall be informed to RDS without undue delay.
- RDS reserves the right to, and Customer agrees to, the use of RDS authorized service providers.
LIMITATIONS ON PRODUCT SUPPORT
- RDS has no obligation to provide the Product Support requested to the extent an incident and support request can reasonably be determined to be due to, caused by or the result of: (a) any factors, events or circumstances outside RDS' reasonable control (e.g., natural disaster, war, acts of terrorism, riots, government action, or any network, system or device failures external to RDS, including at Customer's site or between Customer's site and RDS data center, or that result from the use of hardware, software or services not provided by RDS); (b) any use of the Software Service after Customer were advised in writing to modify use of such service in the even that such modification did not occur as advised; (c) during or with respect to any preview, pre-release, beta or trial versions of the Software, Software Service, or any feature as determined by RDS; (d) any unauthorized action or lack of action when required, or from Customer's employees, agents, contractors, or vendors, or any third party with access to any part of the cloud-based part of the Software Service, network or related equipment or services, or otherwise resulting from any failure to follow commercially appropriate or applicable security practices and policies (e) any failure to adhere to any required configurations, remote desktop technologies, to use RDS supported platforms, to follow any policies for acceptable use including the use of software versions that are outside of the Product Support, or to use the Software Service in a manner inconsistent with the features and functionality of the Software Service (e.g., attempts to perform operations that are not supported) or inconsistent with RDS' published guidance, instructions, agreements or user documentation; (f) any faulty input or erroneous instructions such as API requests to access files that do not exist; (g) any attempts to perform operations that exceed prescribed quotas or use limitations, or any improper, illegal, or unauthorized behavior; or (h) any Services that for which the Customer is not current with respect to payment obligations at the time of the incident.
- If RDS has no obligation to provide the Product Support, but upon Customer’s written request RDS proceeds with the work, then RDS has the right to invoice Customer on time and materials basis according to then current time and materials pricing terms. RDS shall also have the right to invoice all additional costs and expenses associated with performance of such work and services related to Customer's request.
EXHIBIT 1
"Availability" shall mean the available time of the planned uptime of the cloud-based part of the Software Service provided by RDS.
"Customer" shall mean a customer with whom RDS has an agreement for the Software Service and which includes the Product Support. Customer does not refer to any RDS' resellers' or other partners' end users.
"Implementation Services" shall mean implementation, consultancy, training, support and/or other similar type of professional services.
"Product Support" shall mean standard maintenance and support services ordered by Customer and described herein.
“Software" shall mean RDS computer program or programs specified in the agreement/order as part of the Subscription at the latest release available on the effective day of such agreement/order, and any Updates which may be made available to Customer by RDS from time to time during the applicable Subscription.
"Software Service" shall mean the standard on-premises and/or cloud-based software service as defined in the applicable agreement/order between RDS and Customer.
"Subscription" shall refer to the combination of Software, Software Service and/or Product Support that Customer has ordered and is subject to an applicable agreement with RDS. Subscription may also include Implementation Services if such services are agreed to be included into Customer's Subscription.
"Third-Party Software and Services" shall mean software, software components and products or software and/or data services as well as content developed by a third party or whose IPR belongs to a third party. Such Third-Party Software and Services might be supplied in, or in connection with, the Subscription and licensed under separate terms and conditions available in the Software and/or related documentation.
“Updates” shall mean releases of the existing Software and/or Software Service incorporating improvements, modifications, patches, error corrections and enhancements that are made available by RDS to Customers with an active Subscription. Updates do not include any software or services that are marketed and priced separately by RDS or which RDS makes available to its Customers with an active Subscription for an additional charge.