This Software Support Policy (“Support Policy”) describes the policies and procedures under which Resource Optimizer Pty Ltd (“Resource Optimizer”) provides technical support and maintenance services (“Support”) for its proprietary applications (“Software”) to its customers who have purchased a perpetual license to the Software (each, a “Customer”).
Support is provided for the Software pursuant to the Order Form under which Customer has purchased Support and is subject to the terms and conditions of that Order Form, and the terms of this Support Policy. Support is provided for the term specified in the Order Form. If Support is terminated, Resource Optimizer obligation to provide Support will cease at that time.
Support is provided through Resource Optimizer support email firstname.lastname@example.org and telephonically, as indicated in Annex A to this Support Policy.
This Support Policy sets forth expectations for Support between the Customer organization and Resource Optimizer Support organization, including:
A.Who is authorized to submit issues;
B.How to submit issues;
C.What types of issues are supported; and
D.How and when Resource Optimizer resolves and closes reported issues.
A. Contact: means qualified individuals knowledgeable in the internal systems, tools, policies, and practices in use by Customer and proficient users of the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally.
B. Documentation: means Resource Optimizer online user guides, documentation, and help and training materials, as updated from time to time, accessible via Resource Optimizer website
C. Incident: means each individual issue with the associated products reported to Resource Optimizer.
D. Product Releases: are specific versions of the core software product.
E. Releases: are updates to the application that provide:
(1) new features, modifications, or enhancements to the application;
(2) updates to features, code corrections, patches, and other general updates of the application; or
(3) fixes to the application.
A. What Support Includes. Every Customer of Resource Optimizer who has bought an application will have standard support included, Resource Optimizer shall provide Customer with Support consisting of the following:
1. Email-based submissions of Incidents, if entitled, submitted as specified in Annex A;
2. Releases and Product Releases of the application.
3. The Documentation that provides up-to-date information on the software.
4. Guidance and troubleshooting to Customer in connection with questions and issues arising from the following Customer activities with respect to the Software:
a. Basic Configuration Issues: Resource Optimizer will troubleshoot Customer’s configuration settings for existing installations of Supported Products (as defined below in section III.C) to ensure proper operation and connectivity.
b. Usage Issues: Resource Optimizer will answer Customer’s “how to” questions related to standard and intended Software usage.
c. Efforts to Correct the Software: Resource Optimizer will make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that Resource Optimizer is not required to correct every bug, error, or problem with the Software that it reports to Resource Optimizer or of which Resource Optimizer is otherwise made aware and that Resource Optimizer does not guarantee resolution times.
B. What Support Excludes. Customer acknowledges that if a non-supported Incident is submitted, they may be referred to their Partner of record or another authorized Resource Optimizer Partner. If Customer chooses to engage their Partner or another authorized Resource Optimizer Partner, any costs associated with the resolution of non-supported Incidents will be Customer’s responsibility. The following are excluded from Resource Optimizer Support obligations:
1. Altered or modified Software, unless altered or modified by Resource Optimizer;
2. Software that has not been installed, operated, or maintained in accordance with the Documentation;
3. Custom solutions or actions.
C. Software Versions Covered.
1. Supported Versions: Resource Optimizer will provide Support only for the Software products specified in this Support Policy. Resource Optimizer supports use of the Software only as specified in the Documentation. Resource Optimizer Support obligations do not cover hardware, operating systems, networks, or third-party software. Customer understands that Resource Optimizer may need additional information as to Customer’s use of the Software during the term of this Support Policy.
2. End of Life: Resource Optimizer will provide Support of a Product Release or Release for six (6) months after issuance of the end of life notice. After such time, Resource Optimizer will provide limited Support to the Customer for an additional six (6) months consisting solely of troubleshooting issues, identifying work arounds, and resolving critical Security Issues.
3. Supported Product Versions: Resource Optimizer will provide Support for the current and the preceding Product Release (N-1) for all products.
Customer shall obtain Support by reporting Incidents. Incidents shall be tracked from initial report through final resolution.
1. Who May Submit Incidents?
Support is intended to aid with issues and questions beyond what is covered in the Documentation. At the time of purchase, Customer may designate as many authorized Contacts as required. However, anyone employed and authorized by the Customer may be added at any time by submitting a request to email@example.com
2. Customer Obligations.
a. Customer will ensure that when an authorized Customer Contact submits an Incident, that individual will have full access and permissions required to troubleshoot the Incident and is authorized to make recommended changes to the Customer’s network, and/or applicable Products to help troubleshoot or resolve the issue.
b. Customer will give Resource Optimizer reasonable access to the Product and systems where the Software is installed as necessary for Resource Optimizer to determine the cause of the problem and find a resolution. Customer is solely responsible for Customer’s data, information, and software, including making back-up copies and security. Resource Optimizer recommends Customers create backup copies of configuration files before any work is performed.
c. Customer acknowledges that not implementing a Release may render the Software unusable or non-conforming and Customer assumes all risks arising from the failure to install such Software Updates. Even if Customer has paid the applicable fees, Resource Optimizer will not be required to provide Support if Customer has not properly implemented all Releases provided by Resource Optimizer.
3. How to Submit Incidents.
Unless otherwise specified, Incidents are to be submitted to Resource Optimizer by an authorized Contact through the Support email as outlined in the Annex A.
4. How to Report an Incident.
In order to expedite the resolution of Incidents, Resource Optimizer expects that Customer will make every attempt possible to:
a. Verify that the Incident is reproducible (as applicable).
b. Provide information necessary to help Resource Optimizer track, prioritize, reproduce, or investigate the Incident.
c. Provide a full description of the issue and expected results.
d. Categorize issues (technical question, defect, license request, enhancement request, etc.).
e. List steps to reproduce the issue and relevant data.
f. Provide any applicable log files (de-identified of sensitive data if appropriate).
g. Provide exact wording of all issue-related error messages.
h. Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem on Customer, and suggested urgency.
i. Identify any existing Incident number in any ongoing communications with Resource Optimizer.
B. Support Response and Incident Resolution
1. Resource Optimizer Incident Response.
For each Incident reported by Customer in accordance with these procedures, Resource Optimizer shall:
a. Confirm receipt of the reported Incident within the acknowledgement time specified in the applicable Annex A.
b. Set a Priority Level for the Incident in accordance with the terms in section IV.B.2 below.
c. Use commercially reasonable efforts to respond to the Incident within the time specified in the Annex A.
d. Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provide additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue.
e. Give Customer direction and assistance in resolving the Incident.
f. Keep a record of ongoing communications with Customer.
g. Use commercially reasonable efforts to respond to the Incident in accordance with the Initial Response times set forth in the applicable Annex.
h. Upon request of Customer, discuss Severity Level and ongoing communication time frame. Resource Optimizer may modify the Incident’s Severity Level at its sole discretion.
2. Severity Levels.
Resource Optimizer will prioritize Incidents according to the following criteria:
3. Resolution and Closure of Incidents.
Incidents shall be closed in the following manner:
a. For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising Customer of an available release that addresses the issue.
b. If custom code is used, Resource Optimizer may ask, in the course of attempting to resolve the issue, that Customer remove any unsupported custom code. If the problem disappears upon removal of an unsupported code, then Resource Optimizer may consider the issue to be resolved.
c. For issues outside of scope as outlined in this document, Resource Optimizer may close issues by identifying the Incident as outside the scope of Support.
d. Dropped Issues. Resource Optimizer may close an Incident if the Contact has not responded after three (3) days from the date that Resource Optimizer requested additional information required to solve the Incident. Customer may request Incidents be re-opened. At Resource Optimizer’s sole discretion, Incidents will be re-opened for further investigation if the Incident is deemed to be solvable.
|All Resource Optimizer Products
|Effective Coverage Hours
|Monday – Friday
|Business Hours (GMT)
|00:00 – 16:00 GMT
22:00 – 24:00 GMT
Monday – Friday
Limited support during Resource Optimizer events and holidays
|Email – firstname.lastname@example.org
|TARGET RESPONSE TIMES DURING BUSINESS HOURS
|Initial Response Time
|S1 – 8 Business Hours
S2 – 1 Business day
S3 – 2 Business day
S4 – Best effort