Ferant Technical Support Services Guidelines

The following technical support services guidelines ("Guidelines") apply to support services for your use of "Ferant Services", except for the services and editions noted below that are excluded from coverage. Capitalized terms not defined herein have the meaning set forth in the agreement that governs your use of Ferant Services ("Agreement").

1. Support Request Submission

   1. Customer Efforts to Fix Errors. Prior to making a Request to Ferant, Customer will use reasonable efforts to resolve issues and fix any error, bug, malfunction or network connectivity defect without escalation to Ferant. Customer Contact may then submit a Request for technical support..

   2. Characterization of Requests. Customer will designate priority when submitting Requests. On receipt of a Request from a Customer Contact, Ferant will determine whether the Request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 6 (Definitions)). Any such determination made by Ferant is final and binding on Customer. Ferant reserves the right to change Customer's Priority designation if Ferant believes that Customer's priority designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to Ferant's Support management for review through any available support channel.

   3. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) answering questions and assisting Ferant Support Personnel as appropriate.

   4. Request Acknowledgement. Ferant may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Ferant may be unable to provide answers to, or resolve all, Requests.

   5. Feature Requests. If Ferant deems a Request to be a Feature Request, Ferant will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Ferant is under no obligation to respond to or resolve any Feature Request or to accommodate any such Feature Request in any future update or release.

2. Support Levels

   1. Generally. As part of Customer's order of the Services, Ferant will provide Standard Support to Customer. Customer may order additional TSS for an additional fee.

   2. Standard Support. Customer will receive the following:

      1. Automatic product upgrades of the Services
      2. Maintenance updates of the Services
      3. Online self help and training for End Users and Administrators designed to assist Customer with implementation and use of the Services
      4. Ability to submit a support Request
      5. Status Dashboard and support portal providing real-time publicly available status information for the Services

   3. Fee Commitments. Some TSS require a 1-year fee commitment. When Customer enrolls in such TSS, any applicable Fees will be pro-rated for that month and then continue to apply for each month in the 1-year commitment period.

   4. Support Hours and Target Initial Response Times.

      1. Ferant will provide access to Ferant Help Center support for Customer from 7AM MST to 4PM MST.
      2. Target Initial Response Times are 24 hours.

3. General Provisions

   1. Maintenance. To ensure optimal performance of the Services, Ferant performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Ferant expects planned Maintenance to negatively affect the availability or functionality of the Services, Ferant will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, Ferant may perform emergency unscheduled Maintenance at any time. If Ferant expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Ferant will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices will be provided via the Ferant Workspace Dashboard, Admin Console and/or support portal. In addition, if Customer subscribes to Maintenance notices, Customer may also be able to receive email and/or RSS Feed notifications of Maintenance.

   2. Language. Except as stated otherwise in these Guidelines, all support provided by Ferant Support Personnel pursuant to these Guidelines will be provided in English language, or during listed hours in one of the additional languages documented in these Guidelines or such other URL as Ferant may provide. Support outside of these hours can be obtained via English language support channels.

   3. Term of Support. Ferant will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.

   4. Support Data Processing Activities. Ferant collects and processes Support Data for the purpose of providing the support services described in these Guidelines and maintaining the Services.

   5. On-site Support. Ferant may, at its discretion and upon approval from Customer, send Ferant Support Personnel on-site in response to an issue that cannot be resolved remotely. Ferant Support Personnel performing support at Customer's facilities will comply with Customer's reasonable onsite policies and procedures made known to Ferant in writing in advance.

4. Definitions

For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

1. "Business Hours" means business hours in Mountain Standard Time, namely, 09:00 to 17:00 on Monday to Friday Mountain Standard Time.

2. "Customer Contacts" means Administrators designated in the Admin Console.

3. "Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

4. "Ferant Support Personnel" means the Ferant representatives responsible for handling technical support requests.

5. "Maintenance" means maintenance work that is performed on hardware or software delivering the Services.

6. "Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times.

7. "Request" means a request from Customer to Ferant Support Personnel for technical support to resolve a question or problem regarding the Services.

8. "Service Unusable" means a production issue that prevents more than one of Customer’s End Users from access to, or use of, the Services, or where Customer's network is not receiving any inbound email (and/or sending outbound email) from the Services. Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.

9. "Standard Request" means a Request made by Customer to Ferant that is not a Service Unusable Request or Feature Request.

10. "Support Data" means account details and the information that Customer provides to Ferant for the purpose of obtaining the support services described in these Guidelines, including requests for support and the details provided to Ferant about the specific support issue.

11. "Value Add Services" means additional TSS available to Customer for an additional fee.