Standard
Exclusions from Standard Support
The following are expressly excluded from Standard Support:
- With respect to the use and operation of the Services:
- Alteration of the Services by any person other than Egnyte
- Use of obsolete versions of the Services
- Use of equipment or accessories not listed in the Documentation
- Use of the Services not in compliance with the specifications set out in the relevant Documentation
- Repair of damage resulting from accident, negligence, failure of related equipment or from any other cause not attributable to Egnyte
- The consequences of breakdowns, critical situations, blockages and loss of operating time attributable to Customer, in particular as regards accidental loss of files or data, or in relation to the operation of the system. Customer shall be responsible for taking such steps and safeguards for the avoidance of any data, file or program loss as are required, taking into account the value attributed to such data, file or program and the potential cost of reconstruction of the same;
- In general, all services not described herein (e.g., any adaptation, extension or improvement of the Services that may be Customer).
Collaboration Between the Parties
Customer hereby acknowledges that the services covered by this Agreement require active and regular collaboration between Customer and Egnyte.
In order to facilitate the work, Customer hereby undertakes to make the necessary means in transport, power and machine time available to Egnyte and to its technicians so that such work may be as efficient as possible.
Customer shall appoint a technical contact authorized to provide all relevant documents and information and to represent it for all work performed by Egnyte.
Premium
Access to Egnyte Premium Support
Only Users with Administrator credentials may create a support ticket. In addition, Customer will appoint up to two designated technical contacts each of whom is authorized to provide Egnyte with relevant documents and information, and to represent Customer in its interactions with Egnyte.
Categorization of Reported Issues
Support tickets are categorized as follows:
- Urgent priority: The Services are down or not functioning resulting in a disruption to Customer’s operations. No effective workaround exists.
- High priority: An issue other than an Urgent Priority issue in which one of more functions in the Services are down or not properly operating. Customer’s operations are disrupted but there is an effective workaround that maintains necessary business-level operations.
- Standard priority: A general product usage questions or other non-operations impacting issue.
Ticket Service Level Time Matrix
| Priority | Acknowledgement | Initial Response Target | Update Frequency | Targeted Fix / Workaround |
|---|---|---|---|---|
| Urgent | 1 Hour | 2 Hours | 8 Hours | 24 Hours |
| High | 1 Hour | 8 Hours | 2 Days or ETA | 4 Days |
| Standard | 1 Hour | 16 Hours | ETA | 7 Days or ETA |
Exclusions from Premium Support
Egnyte has no obligation to provide Premium Support with respect to problems in the use or functioning of the Services, including the Egnyte Client Software, caused by any (i) Customer equipment, software or other technology or third party equipment, software or other technology outside of Egnyte’s data center and not under the direct control of Egnyte or Customer’s failure to meet the configuration requirements for Customer equipment set forth in the Documentation, (ii) with respect to the use and operation of the Egnyte Client Software, alteration of the Software by any person or entity other than one authorized by Egnyte or use of obsolete versions of the Software (meaning any version of the Software that is not referenced in the then current version of the Egnyte compatibility guide), or; or (iii) any error in the use of the Services (or the Egnyte Client Software) or other actions or inactions of Customer, inconsistent with the Documentation, including as it regards accidental loss of files or data. Customer is responsible for maintaining procedures external to the Services for reconstruction of lost or altered files, data, or programs to the extent it deems necessary, and for actually reconstructing any lost or altered files, data, or programs.
In order to facilitate the work, Customer hereby undertakes to make the necessary means in transport, power and machine time available to Egnyte and to its technicians so that such work may be as efficient as possible.
Platinum
Access to Egnyte Platinum Support
Only Users with Administrator credentials may create a support ticket. In addition, Customer will appoint up to two designated technical contacts each of whom is authorized to provide Egnyte with relevant documents and information, and to represent Customer in its interactions with Egnyte.
Categorization of Reported Issues
Support tickets are categorized as follows:
- Urgent priority: The Services are down or not functioning resulting in a disruption to Customer’s operations. No effective workaround exists.
- High priority: An issue other than an Urgent Priority issue in which one of more functions in the Services are down or not properly operating. Customer’s operations are disrupted but there is an effective workaround that maintains necessary business-level operations.
- Standard priority: A general product usage questions or other non-operations impacting issue.
Ticket Service Level Time Matrix
| Priority | Acknowledgement | Initial Response Target | Update Frequency | Targeted Fix / Workaround |
|---|---|---|---|---|
| Urgent | 30 min | 1 Hour | 2 Hours | 12 Hours |
| High | 30 min | 1 Hour | 4 days or ETA | 2 Days |
| Standard | 30 min | 4 Hours | ETA | 5 Days or ETA |
Exclusions from PLATINUM Support
Egnyte has no obligation to provide Platinum Support with respect to problems in the use or functioning of the Services, including the Egnyte Client Software, caused by any (i) Customer equipment, software or other technology or third party equipment, software or other technology outside of Egnyte’s data center and not under the direct control of Egnyte or Customer’s failure to meet the configuration requirements for Customer equipment set forth in the Documentation, (ii) with respect to the use and operation of the Egnyte Client Software, alteration of the Software by any person or entity other than one authorized by Egnyte or use of obsolete versions of the Software (meaning any version of the Software that is not referenced in the then current version of the Egnyte compatibility guide), or; or (iii) any error in the use of the Services (or the Egnyte Client Software) or other actions or inactions of Customer, inconsistent with the Documentation, including as it regards accidental loss of files or data. Customer is responsible for maintaining procedures external to the Services for reconstruction of lost or altered files, data, or programs to the extent it deems necessary, and for actually reconstructing any lost or altered files, data, or programs.
For clarity, any services not described in this Exhibit (for example, any adaptation, extension or improvement of the Services that may be desired by Customer) are excluded from Platinum Support. Customer may submit recommendations or suggestions for enhancements to the Services through Egnyte’s ticketing system since this assists Egnyte in evaluating and prioritizing the recommendation or suggestion.