Technical Support Services Guidelines ('TSSG')
Support Services
Support Services MC+A will provide Customer the Technical Support Services (TSS) for the systems indicated in the Ordering Document for the term specified. The levels are further described below. If the Ordering Document does not identify the system or serial number, the MC+A will provide no support. In addition to the three available TSS levels, Customer may order optional Professional Services as provided by MC+A.
| Trier | Bronze Advisory Support | Silver Managed Services | Gold+ 24×7 Coverage |
|---|---|---|---|
| Support Engineer Availability | 8×5 | 12×5 | 24×7 |
| Support Options | Email, Web | Email, Web, Phone | Email, Web, Phone |
| Response Times | See times below | See times below | See times below |
| Minimum Contract Term | 1 Year | 1 Year | 1 Year |
| Monthly Support Hours | Up to 10 hours a month | Up to 20 hours a month | Up to 40 hours a month |
| Dedicated Account Manager | No | Yes | Yes |
| Health Check | 1 | Bi-Annual | Quarterly |
Characterization of Requests. Upon receiving a Request from a Customer Contact, MC+A will determine the priority level of the request, and whether or not a request is a feature request. MC+A will characterize a request in its sole discretion.
MC+A Enterprise Support Site (ESS). MC+A will provide a URL for the ESS and if the URL for the ESS Site or any procedure associated with the ESS Site is changed in the future, MC+A will notify Customer Contacts via e-mail prior to making the change.
Support Hours. MC+A will only process requests during hours of operation. Any request received outside the hours of operations will be logged and processed at the beginning of the next Business Day unless: (a) the request is a Priority 1 Request; (b) The Customer is entitled to Silver or Gold support; and (c) Customer requests support following the process described in these TSSG.
Vendor Supported Equipment. MC+A will only provide support to software and hardware which is under current support by the Vendor.
Accessing Support.
- Enterprise Support Site (ESS). Up to two Customer Contacts are entitled to access ESS, located at https://mcplusa.com/enterprise/portal , or such URL as MC+A may provide periodically. The ESS contains the Software Updates, security advisories, and the web form for submitting TSS Requests.
- Document Center. Documentation related to the software is published on the ESS.
- Access to Support. Only Customer Contacts may submit Support Requests, and must do so following the instructions provided by MC+A at the time of purchase. In MC+A’s sole discretion, the submission process may consist of submission of a web form through the ESS, e-mail, or a telephone call. If the instructions to open a Support Request change in the future, MC+A will notify the Customer Contacts via e-mail in advance of any such change.
- Support Hours and Target Initial Response Times. MC+A will make commercially reasonable efforts to respond to Requests submitted by Customer Contacts within the target initial response times set forth in the table below. MC+A will provide a URL for the ESS and if the URL for the ESS Site or any procedure associated with the ESS Site is changed in the future, MC+A will notify Customer Contacts via e-mail prior to making the change.
| Support Level | Bronze Support | Silver Support | Gold+ Support |
|---|---|---|---|
| 24×7 Pager Support for Priority 1 Requests | Not Available | 1 hour | 1 hour |
| Priority 1 First Response: Web/Email/Telephone | 2 business hours | 1 business hour | 1 business hour |
| Priority 2 First Response | 4 business hours | 2 business hours | 2 business hours |
| Priority 3 First Response | 1 business day | 4 business hours | 4 business hours |
| Priority 4 (Feature Request) | 2 business days | 1 business day | 1 business day |
| Collaborative Support | Not Available | At MC+A discretion | At customer’s request |
Customer obligations
- First level support; escalation. Customer contacts will provide initial support to the end-users of the support and system. Before making a request to MC+A, customer contacts will make reasonable efforts to resolve the issue using the documentation and other material provided by MC+A.
- Customer contacts. If customer wants to change the customer contacts, customer will notify MC+A via TSS request at least 5 business days before the date upon which customer desires the change to take effect.
- Language. All TSS provided by MC+A to Customer pursuant to these TSSG will be provided in English.
- Diagnostic Information. When making each Request, Customer will provide at least the following diagnostic information: (i) unique appliance identification number (e.g. T1-…/T2-…/T3-…/U1-…/U2-…etc.); (ii) a description of the problem, the configuration, and details of the Customer’s network; (iii) data or logs as requested by MC+A; (iv) a detailed description of the attempted troubleshooting steps; and (v) timely responses and follow-up communication, via e-mail or telephone, to answer questions and make reasonable effort to assist MC+A Technical Support Personnel as requested.
Internet Access. Customer Contacts may be required to download Updates located on the Internet in order to provide a Fix to resolve a Request.
Installation of Updates. During the Support Period, Customer will use a version of the Software and Connector Software which MC+A supports. If a Fix is required to resolve a Request, MC+A Technical Support Personnel may require Customer to download and install a supported Update. MC+A will make commercially reasonable efforts to provide a Fix for a supported Software version. In some cases, a Fix may require Customer to download and install the most recent Software version.
Supported Software and Connector Software. MC+A will generally support major Software and Connector Software versions for at least two years from the date that they are released on the ESS Site. But MC+A may, in its sole discretion, stop providing TSS for Software and Connector Software versions at any time if necessary. If MC+A does so fewer than two years after MC+A releases a Software or Connector Software version on the ESS Site, MC+A will make commercially reasonable efforts to inform Customer.