For each Software subscription that you purchase from CoreOS, you will have the option to receive Support as described in these CoreOS Support Terms and Conditions (these "Terms").
1. Definitions. Here are some definitions we use in these Terms:
1.1 "Documentation" means any manuals, guides, documentation and other supporting materials related to the Software that we make generally available to our customers. Documentation is considered part of the Software.
1.2 "Fees" means the fees that you are required to pay us to use the Software during the applicable Subscription Term, as such fees are reflected the Order Form.
1.3 The "Order Effective Date" is the effective date of each Order Form.
1.4 The "Order Form" means the written or electronic form used to order the Software.
1.5 The "Plan" means the Support plan indicated on the Order Form that relates to the particular Software you are ordering. You can choose between our "Basic Support" or "Enterprise Support" plans.
1.6 "Regular Business Hours" means 9am - 5pm, Pacific Time, Monday through Friday, excluding national holidays.
1.7 "Software" means the object-code version(s) of one or more of our proprietary software applications, as listed on the Order Form. Software includes all applicable Documentation, as well as any Updates to the Software that we provide you pursuant to these Terms.
1.8 The "Subscription Term" means the time period that you can use the Software, as set forth on the Order Form. If no time period is set forth on the Order Form, the Subscription Term will be one (1) year from the Order Effective Date.
1.9 "Support" means the support services described in this Terms.
1.10 An "Update" is a Software release that we make generally available to our customers, along with any corresponding changes to Documentation. An Update may be an error correction or bug fix, usually indicated by a change in the digit to the right of the second decimal point (e.g., a change from version x.x.x to x.x.y); or it may be an enhancement, a new feature, or new functionality, usually indicated by a change in the digit to the right of the first decimal point (e.g., x.x.x to x.y.x) or to the left of the first decimal point (e.g., x.x.x to y.x.x).
2.1 Scope of Support; Updates. Upon payment of the Fees, and provided you are using the Software in accordance with the Documentation, CoreOS will provide you with either Basic or Enterprise Support, depending on the Plan indicated on the Order Form that relates to the particular Software you are ordering. As part of providing such Support, we will: (i) use commercially reasonable efforts to correct any material, reproducible errors in the Software that you make CoreOS aware of during the Subscription Term, on such days and times as are specified in Section 2.3, below; and (ii) provide you with Software Updates, as and when CoreOS makes such Updates generally available to its customers. You are responsible for installing any Updates, although you may engage CoreOS on a time and materials basis to assist with or perform such copying or installation.
2.2 Support Contacts. You will designate at least one individual (each, a "Support Contact"), with current phone and email contact information, to serve as the sole liaison with CoreOS to request and receive Support. Depending on the Plan you choose, you may have the right to designate additional Support Contacts. All of your Support requests must be initiated through a Support Contact. To avoid interruptions in Support, please notify CoreOS whenever you transfer Support Contact responsibilities to another individual. CoreOS will have no obligation to provide Support to anyone who is not a Support Contact.
2.3 Support Plans. Your Order Form will indicate the Plan you have chosen. Here are the different Plan options, and the different levels of Support they offer:
|Basic Support Plan||Enterprise Support Plan|
|Hours that Support is Available||Regular Business Hours||24x7x365 for P1 Support. For all other issues, Regular Business Hours.|
|Contact Method(s)||Email Only||Email and Phone|
|Maximum Number of Support Contacts||1||8|
|Urgent (P1)||No SLA – commercially reasonable efforts only.||1 hour|
|High (P2)||No SLA – commercially reasonable efforts only.||4 hours, during Regular Business Hours|
|Normal (P3)||No SLA – commercially reasonable efforts only.||12 hours, during Regular Business Hours|
|Low (P4)||No SLA – commercially reasonable efforts only.||1 business day|
2.4 Priority Level Definitions.
Urgent (P1): any incident which causes a severe impact to production services or other mission critical business operations. Operations are halted, and there is no way to overcome the impact.
High (P2): any incident which causes high impact to production services, or severe impact to non-critical business operations. Operations are functional, but operating in a degraded state. There is no known way to overcome the impact.
Normal (P3): any incident which causes moderate impact to business operations. Operations are minimally degraded or fully functional.
Low (P4): any incident which causes low or no impact on business operations. Includes general inquiries, questions, or recommendations for product enhancements.
2.5 Requesting and Receiving Support. Email requests for Support should be sent to support@coreOS.com. Customers on an Enterprise Support Plan may also make Support requests by phone - just call (800) 774-3507. CoreOS will use commercially reasonable efforts to communicate with your Support Contact, by phone or by email, within the Initial Response Times set forth in the table above, depending on your Plan. Note that a "response" means an acknowledgment of receipt of the ticket by CoreOS, and beginning to work on your issue - it does not necessarily mean that CoreOS will be able to resolve the issue within that timeframe. The Priority Level will be established based upon your request, and CoreOS reasonable determination. All Support will be provided in English. After the Initial Response, CoreOS will provide status updates on the issue until (i) the issue is resolved; (ii) the issue is downgraded to a lower Priority Level (in which case status updates will be provided in accordance with the update guidelines applicable to the new Priority Level); or (iii) the parties agree on an alternative update schedule.
2.6 Exclusions. CoreOS will not be responsible for providing Support where: (i) someone (other than CoreOS) has modified the Software; (ii) you have changed your operating system or environment in a way that adversely affects the Software or its performance; or (ii) you are using the Software negligently, in a manner for which it was not designed, or other than as authorized by the Documentation or the applicable Software license agreement. CoreOS is only required to support a given Software version for six (6) months from the date of its commercial release, or three (3) months from the commercial release of the next Update, whichever is longer. Support for earlier versions of the Software may be available for an additional fee.
2.7 Modification. CoreOS reserves the right to amend these Terms from time to time, upon written notice to you. Changes will not take effect until the next Subscription Term.