Legal
Accellion Maintenance Support Policy - Standard
Accellion’s Maintenance Support Policy applies solely with respect to the Accellion Software.
Accellion shall provide support solely to technical contacts of Licensee. Licensee’s technical contacts shall not exceed five (5) at any one time. Licensee’s designated technical contacts shall be knowledgeable about the Accellion Software. Licensee shall be responsible for providing maintenance and technical support to any authorized Licensee end users, and Accellion shall have no responsibility of liability with respect to such end users.
Accellion shall provide technical support by e-mail and by telephone Monday through Friday 6 AM to 9 PM EST. Coverage is available by e-mail: support@kiteworks.com or by calling: 1-888-654-3778 (in the U.S.) and +1 650-485-4350 (outside of the U.S.). Licensee’s submission of error reports shall include material information necessary for Accellion’s reproduction of the error.
A) Priority Problems
Accellion shall provide support to Licensee in accordance with the following tiered approach:
| Severity Level | Definition | Business Procedures |
| Level 1 | An error on a properly configured environment that is reproducable and resulting in material functionality being unavailable or material loss of data. | Accellion shall assign personnel to review and create work arounds for critical errors on a priority basis. Resolution: Accellion shall use reasonable efforts to resolve the critical error and/or provide a work around within forty-eight (48) hours from initial report of problem. |
| Level 2 | An error on a properly configured environment, that is reproducable and resulting in severely restricted functionality. | Response from time of receipt of Licensee’s error report to contact of Licensee with status report shall be twelve (12) hours. Accellion shall assign personnel to review and create work arounds for high level errors on a priority basis, subject to personnel deployed in resoliving critical errors. Resolution: Accellion shall use reasonable efforts to resolve the critical error and provide a work around within seventy-two (72) hours from initial report of problem. |
| Level 3 | An error on a properly configured environment, that is reproducable and resulting in impact on non-material functionality or having a minor impact on material functionality. | Accellion shall assign personnel to review and create work arounds for high level errors on a priority basis, subject to personnel deployed in resoliving critical errors. Resolution: Delivery of resolution will be prioritized for a scheduled release. |
| Level 4 | A non-reproducable error, an error wich results in no material degradation of material functionality, or an inquiry type or clarification problem. | Appropriate resources will be assigned during regular business hours to investigate problem and resolution. Resolution: Delivery of resolution may be prioritized for a scheduled release. |
B) Severity Level Determination
The impact and severity level of a reported problem will be discussed with Licensee. Accellion shall determine the priority level of severity of all reported problems.
Accellion may modify problem logs with respect to severity level according to the on-going diagnosis of the support analyst.
C) Access to Appliance, Remote and On-Site Assistance
In order to receive Maintenance and Support, Customer agrees to provide Accellion with full and timely access to the Accellion Appliance at reasonable times, including shipping the Accellion Appliance to Accellion if requested. On-site assistance will be provided to resolve a problem if Accellion reasonably determines that such on-site assistance is required to resolve a problem after the above stated efforts have failed to resolve the problem remotely. In the event that Licensee consents to such on-site assistance to resolve such problem, Licensee shall reimburse Accellion for all travel and living expenses associated with the provision of such on-site assistance. In the event that Licensee declines to receive on-site assistance, or denies Accellion any reasonably required remote access to the Accellion Software or Accellion Appliance, Accellion shall be deemed to have fulfilled its support obligations under the Agreement with respect to such Accellion Software or Accellion Appliance. Licensee shall provide Accellion with reasonable information and assistance to assist Accellion in providing support hereunder.
D) Updates
Accellion shall provide Licensee with Updates to the Accellion Software, on a reasonable, periodic basis, as such are provided by Accellion to its Licensee base generally.
E) Training
Accellion will provide training at Licensee request. The goal of the training sessions is to help Licensee understand the Accellion Software to help enable Licensee personnel to troubleshoot and answer the majority of calls that come in to Licensee. Training will be billed at $200 per hour. In addition, Licensee shall reimburse Accellion for all travel, living and incidental expenses incurred in the course of providing training.
Accellion Hardware support. Accellion will provide next business day on-site support for hardware errors through a qualified third-party. Accellion shall provide hardware support by e-mail and by telephone Monday through Friday 6 AM to 9 PM EST. Coverage is available by e-mail: support@kiteworks.com or by calling: 1-888-654-3778 (in the U.S.) and +1 650-485-4350 (outside of the U.S.).