1. DEFINITIONS.
2. SECURE TRANSPORT SERVICES.
Good will use commercially reasonable efforts to make the data processing and electronic communication performed by Good's network operation center with Customer's server across a wired network and with supported handheld devices wirelessly available to Customer at least 99.50% of the time, excluding excusable downtime (e.g., scheduled maintenance or causes beyond Good's reasonable control).
3. BASIC (BUSINESS HOUR) SUPPORT (EXISTING VERSIONS).
3.1 Coverage. Provider will use commercially reasonable efforts to provide Eligible Customers with the following forms of support, which shall be provided solely in English:
3.2 Error Correction. Good will use commercially reasonable efforts to correct any material Errors identified by Eligible Customers in accordance with the priority level reasonably assigned to such Error by Good. Priority levels may vary at Good's reasonable discretion by device and carrier. Customers will notify Provider promptly of any suspected Error and will provide sufficient detail to allow Provider to reproduce the Error on its systems. Provider may perform remote diagnostics to determine the existence and nature of an Error, subject to the Customer's reasonable security policies. Provider is not required to provide Customers any support, maintenance, or other services that are not expressly provided for in these Support and Maintenance Terms or the License. Good and Customers may agree on additional support services and compensation, but only in writing. Good shall also have the right but never the obligation to provide Error corrections and Supplements to Ineligible Customers, in Good's sole discretion.
3.3 Exclusions: Provider will have no obligation of any kind to provide support services for problems in the operation or performance of GFE/GFG caused by any of the following (each a "Customer-Generated Error"): (i) non Good software or hardware products or carrier network and setup issues; (ii) alteration, damage, or modification to GFE/GFG not made or authorized by Good; (iii) problems caused by Customer's or its end users negligence, abuse or misapplication, including attempting to use mobile devices, whether certified by good or not, with modified versions of hardware and/or operating system software not provided by the manufacturer (i.e. "jailbroken", "rooted" or equivalent devices) (iv) Customer's use of GFE/GFG other than as permitted by the License, by law or as provided in the Documentation, or (v) failure to timely install Supplements. If Good determines that it is necessary to perform support services for a problem caused by a Customer-Generated Error, then Good will so advise Customer as soon as reasonably possible and Good will have the right to: (a) decline to provide such services; or (b) by agreement with Customer use reasonable efforts to perform such services and invoice Customer at Good's then current standard time and materials rates for such services.
3.4 Backward Compatibility: Good has no obligation to support, host or maintain more than two Major Versions of GFE/GFG (current and previous) at any time. Moreover, within any Major Version, Good may require the installation and deployment of the appropriate Supplements as a condition to its support obligations. Ineligible Customers on unsupported Major Versions are at their own risk in any continued use of such versions and must become Eligible Customers to receive any currently supported Major Versions.
4. MAINTENANCE (RECEIPT OF FUTURE VERSIONS).
4.1 Eligible Customers: Good will make all Major Versions and related documentation available to Eligible Customers for no additional fee when they are generally made available to Good's other direct Eligible Customers receiving basic support and maintenance services. Good is not required to provide new functionality or new software products, however. Add-On Products associated with a GFE/GFG Major Version release may be excluded or disabled in Good's sole discretion subject to the payment of additional license and/or support fees.
4.2 Ineligible Customers: Good shall have the right but never the obligation to provide Major Versions and Supplements to Ineligible Customers, in Good's sole discretion. In most cases, Ineligible Customers will be required to restore their good standing on support payments. Ineligible Customers on unsupported Major Versions are at their own risk in any continued use of such versions and must become Eligible Customers to receive any currently supported Major Versions.
5. CUSTOMER'S OBLIGATIONS.
Good will have no liability for any changes in Customer's hardware, software, or other systems which may be necessary to use GFE/GFE due to the installation of a Supplement. Customer will cooperate with Good from time to time as reasonably requested by Good in connection with the provision of support services, including promptly providing Good with reasonable remote access to Customer's servers and software to the extent necessary to provide the services and always subject to Customer's reasonable security policies.
6. OPTIONAL/EXTENDED SUPPORT. (Note: not available for all countries/carriers.)
Good will provide Eligible Customers basic support after any expiration of its initial support obligations or that level of additional technical support consisting of one of the following annual plans (see table below for feature comparison -- Good may modify optional plan features from time to time on a prospective basis):
Extended 24X7 Plan for Good for Enterprise / Server and Client
Includes all of the services described above as well as:
Extended Plus Plan for Good for Enterprise / Server and Client
Includes all of the services in the Extended 24/7 Plan as well as:
Premium Plan for Good for Enterprise Server and Client
Includes all of the services described for the Extended Plus Plan as well as:
Feature | Basic | Extended | Extended Plus | Premium |
---|---|---|---|---|
Product Release Preview | No | No | No | Yes |
Designated Technical Acct Mgmt | No | No | No | Yes |
Server Monitoring | No | No | Yes | Yes |
Priority queuing | No | No | Yes | Yes |
Upgrade Notification | No | Yes | Yes | Yes |
Designated Contacts | 2 | 4 | 6 | 8 |
Availability | Bus Hrs | 24 x 7 | 24 x 7 | 24 x 7 |
Contact Methods | Email, web, phone | Email, web, phone | Email, web, phone | Email, web, phone |
Priority Definitions
Incident Priority | Priority Definition |
---|---|
Priority 1 Critical Service Affecting |
In the event any or all of the following occur and no workaround is immediately available:
|
Priority 2 Major Service Affecting |
In the event any of the following occur and no workaround is immediately available:
|
Priority 3 Client Affecting |
In the event any or all of the following occur:
|
Priority 4 Minor Service Affecting |
|
Priority 5 Non Service Affecting |
No limitation to functionality of Software, Developed Software, Deliverables or one or more Services, e.g. faulty documentation etc. |
Incident Response\Resolution\Solution Times
Premium Support (24x7) | |||||
---|---|---|---|---|---|
Incident Priority | Incident Resp Time | Incident Resolution Time | Permanent Solution Time* | Update Freq** | Conf Level (%)*** |
Priority 1 | 30 mins | Resolution or Workaround made available within 6 hours | Permanent Solution made available within 3 weeks | 2 hours | 95% |
Priority 2 | 60 mins | Resolution or Workaround made available within 12 hours | Permanent Solution made available within 6 weeks | 4 hours | 95% |
Priority 3 | 60 Mins | Resolution or Workaround made available within 9 Bus Days | Permanent Solution made within next available Patch, Service Pack or Build | 3 Bus Days | 90% |
Priority 4 | 1 Day | Resolution or Workaround made available within 15 Bus Days | Permanent Solution made within the timeframe of next available Service Pack | 5 Bus Days | 90% |
Priority 5 | 5 Days | Resolution or Workaround made available within 70 calendar days | N/A | N/A | N/A |
* Permanent Solution:
A Permanent Solution is applicable where no immediate Resolution or workaround can be found.
A Permanent Solution may take the form of a Patch, Service Pack or Build.
In the case of Service Packs or Builds, the permanent solutions of P3/P4 issues are subject to a natural cut-off period to allow for the fact that the development process concludes in advance of the commercial release date. Unlike P1 /P2issues, the uppermost resolution date of P3/P4 issues is fixed to a particular software release rather than a number of weeks. This cut-off means that if a P3 or P4 issue is submitted after this point then their resolution timeframe will move to the subsequent release. Note that this is a worst case since the Engineering Team will be working to resolve these issues in advance of this period. The cut-off period will be 4 weeks prior to the commercial release.
** Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
>***The confidence level applies to the Permanent Solution over a whole year period and starts from the Commencement Date
Extended Plus (24x7) & Extended (24x7) | |||||
---|---|---|---|---|---|
Incident Priority | Incident Resp Time | Incident Resolution Time | Permanent Solution Time* | Update Freq** | Conf Level (%)*** |
Priority 1 | 60 mins | Resolution or Workaround made available within 24 hours. | Permanent Solution made available within 6 weeks. | 8 hours | 90% |
Priority 2 | 90 mins | Resolution or Workaround made available within 1 Bus Day | Permanent Solution made within next available Patch, Service Pack or Build | 12 hours | 90% |
Priority 3 | 2 hrs | Resolution or Workaround made available within 15 Bus Days | Permanent Solution made within next available Patch, Service Pack or Build | 3 Bus Days | 90% |
Priority 4 | 1 Day | Resolution or Workaround made available within 60 Bus Days | Permanent Solution made within timeframe of next available Service Pack | 5 Business Days | 90 |
Priority 5 | 5 Days | Resolution or Workaround made available within 70 calendar days | N/A | N/A | N/A |
* Permanent Solution:
A Permanent Solution is applicable where no immediate Resolution or workaround can be found.
A Permanent Solution may take the form of a Patch, Service Pack or Build.
In the case of Service Packs or Builds, the permanent solution of non P1 issues are subject to a natural cut-off period to allow for the fact that the development process concludes in advance of the commercial release date. Unlike P1 issues, the uppermost resolution date of non P1 issues is fixed to a particular software release rather than a number of weeks. This cut-off means that if a non P1 issue is submitted after this point then their resolution timeframe will move to the subsequent release. Note that this is a worst case since the Engineering Team will be working to resolve these issues in advance of this period. The cut-off period will be 4 weeks prior to the commercial release.
** Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
** The confidence level applies to the Permanent Solution resolved over a whole year period and starts from the Commencement Date
Basic (Business Hours only) | |||||
---|---|---|---|---|---|
Incident Priority | Incident Resp Time | Incident Resolution Time | Permanent Solution Time* | Update Freq** | Conf Level (%)*** |
Priority 1 | 60 mins (Bus hrs) | Resolution or Workaround made available within 1 Bus Day | Permanent Solution made within next available Patch, Service Pack or Build | 1 Bus Day | N/A |
Priority 2 | 0.5 Bus Days | Resolution or Workaround made available within 2 Bus Days. | Permanent Solution made within next available Patch, Service Pack or Build | 3 Bus Days | N/A |
Priority 3 | 1 Bus Day | Resolution or Workaround made available within 15 Bus Days | Permanent Solution made within next available Patch, Service Pack or Build | 3 Bus Days | N/A |
Priority 4 | 1 Bus Day | Resolution or Workaround made available within 60 Bus Days | Permanent Solution made within timeframe of next available Service Pack | N/A | N/A |
Priority 5 | 5 Bus Days | N/A | N/A | N/A | N/A |
* Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
** Confidence Level not available for Basic support, commercially reasonable efforts basis to resolve issues within stated timeframes
NOTES: