Legal

Omnigate Professional Support Policy

Effective Date: February 7, 2019

This Professional Support Policy (the “Policy”) governs Omnigate’s provision of certain Additional Services in connection with its software offerings (“Omnigate Products”). This Policy supplements any sales contract and software licenses and will control in event of a conflict between this Policy and any other Agreement relating to additional services. Capitalized terms not defined in this Policy have the same meanings given to them in an Omnigate Sales Contract, Order Form, other Policies and their respective appendix and addenda.

SUPPORT SERVICES
1. Omnigate offers varying levels of professional support. The End User may decide which level to subscribe to in addition to the purchase and licensing of Omnigate Products and shall be reflected in the Sales Contract or corresponding Order Form. The description of the applicable subscribed support level (if any), how it works, target response times, and coverage is expanded on in the “Offering Details” section for each listed service. The End User is entitled to the services ascribed to the level of support subscribed to as indicated in the End Users Sales Contract or Order Form and will expire on the date shown on that document(s.) Upon expiration of the Support Period, End User shall not longer have access to any of the three levels of listed support. Any support period may be renewed by mutual written agreement of the parties, but terms and conditions, including pricing, are subject to change. The three levels of Professional Support which may be subscribed to by an End User are limited to the following:
  1. Core Support
  2. Advanced Support
  3. Performance Support
2. EXPLANATION OF SUPPORT LEVELS
  1. CORE SUPPORT is defined as affordable access to problem resolution through a community forum and 24/7/365 email support with a 2 (two) hour response time by Omnigate staff or designated representatives.
  2. Advanced Support is defined as a balance of reactive and preventative support that helps ensure End User continuity with special handling of critical issues, automatic escalation management and access to Omnigate experts to evaluate new technology implementation. Advanced Support includes an Annual Account Review, and Training Webinars in addition to the services offered in the Core Support.
  3. Performance Support is defined as the ultimate in personalized features with the fastest response time with fully backed SLA’s, product group engagement, and an assigned Technical Account Manager to create plans for the End User’s data as well as engineers to assess remediation planning. Performance Support includes all aspects of both Core Support and Advanced Support with the addition of a Technical Account Manager, and Annual Health Checks; additionally, Performance Support reduces the Omnigate response time for 24/7/365 Email to 30 minutes and provides for phone support.
EXPLANATION OF INDIVIDUAL SERVICES
1. End User understands and agrees that the service explanations below may not be available based on the level of support (if any) which the End User has subscribed to. Only those individual services which are contained within the support package End User has subscribed to shall be performed under this policy or any Omnigate sales contract.
  1. HEALTH CHECKS: Health Checks may be requested by the End User on an annual basis for installed Omnigate Products on production, QA, and staging environments to help prevent outages and ensure best practices are followed. During a Health Check, Omnigate will look for known issues with configurations, compatibility, driver versions, performance conditions, memory settings, and other improvements.
  2. 24 x 7 / 365 EMAIL SUPPORT: Support packages which include 24 x 7 / 365 email support will receive a direct email address to an Omnigate support engineer. Email support under applicable packages is available 24 hours a day, 7 days a week, 365 days a year. Core and Advanced Support packages guarantee a response by an Omnigate engineer within a 2-hour window. Response is not synonymous with or to be confused with a resolution and only signifies that an End User contacting Omnigate will be guaranteed contact with an Omnigate engineer within a 2-hour window of time from Omnigate’s receipt of said email.
  3. 24 x 7 / 365 EMAIL & PHONE SUPPORT: Support packages which include 24 x 7 / 365 email and phone support will receive a direct number and email address to an Omnigate support engineer. Phone support under applicable packages is available 24 hours a day, 7 days a week, 365 days a year. Performance Support packages guarantee a response by an Omnigate engineer within a 30-minute window. Response is not synonymous with or to be confused with a resolution and only signifies that an End User contacting Omnigate will be guaranteed contact with an Omnigate engineer within a 30-minute window from the placement of the initial call.
  4. TECHNICAL ACCOUNT MANAGER (TAM): A Technical Account Manager (“TAM”) is an Omnigate product specialist who serves as the End User’s key point of contact with Omnigate and who provides general advice and guidance on Omnigate Products and related services. TAMs are experienced technologists from Omnigate who work with teams of all sizes and industries to shape custom solutions and practices. Omnigate will designate an individual to serve as the End User’s TAM. Omnigate may designate a new TAM from time to time. The TAM will be available to provide Omnigate TAM support services as further described below (“TAM SERVICES”) to End Users during Business Hours for up to 8 (eight) hours per week. TAM Services may be provided via email or telephonic, as designated by Omnigate. During these times, End User will have direct access to an Omnigate TAM via email, phone, live conferencing, and other collaboration tools, and receive personalize guidance.
    1. End User is required to designate up to two (2) individuals (account representatives) from End User’s company to serve as key points of contact with the Omnigate TAM. End User will submit all requests for TAM support through the Account Representatives and Omnigate shall rely and act upon each Account Representative’s instructions. End User will ensure that Account Representatives have a baseline technical knowledge of the Omnigate Products.
    2. TAM Services are limited to Omnigate Products that are covered under current and up-to-date service periods.
    3. Actual areas of TAM advice and guidance will depend on End User requests and needs. Omnigate may update the list of TAM Services from time to time and provide notice of such to End User. Topics not listed below are outside the scope of TAM Services. However, to avoid any doubt an Omnigate TAM will not: Be responsible for implementing your projects; provide any guaranteed influence on our roadmap; or provide customizations or modifications to Omnigate Products.
    4. End User acknowledges that the Support Package fee is to secure the availability of the TAM as well as the time and effort spent by the TAM on TAM services. Hours not consumed in a given week cannot be banked, accumulated or saved for subsequent weeks. While Omnigate will use commercially reasonable efforts to provide TAM Services in a professional manner and to address your requests, we do not guarantee that we will resolve all requests.
  5. ACCOUNT ON-BOARDING: During an initial period after purchase, Omnigate will manually transition eligible tickets, calls, and support requests until we configure the required information associated with End User’s applicable level of support. During the Onboarding Period, Omnigate will make reasonable efforts to meet the applicable response times associated with your subscribed (if any) level of support.
    1. Performance Support subscribers will be walked through a knowledge capture and onboarding process that documents environments, plug-ins, versions, covered instances, and past issues of Omnigate systems. Performance Support maintains centralized customer environment information to build account knowledge and save time during follow-on support requests.
    2. Performance Support subscribers will have access to Omnigate personnel during the onboarding process whereby, we mutually, identify primary and secondary support contacts who should be experts in administering the Omnigate Products.
      1. Gathering basic product, version, plug-in, network, and usage information to allow Omnigate to be more knowledgeable about End User’s account, usage pattern, and specifics to help Omnigate provide higher-quality support moving forward.
      2. Review of existing issues wherein Omnigate can prioritize current support cases and begin to craft an account strategy to improve stability, performance, and support interactions between teams.
      3. Performance of initial health checks for instances supported by any of the named contacts.
Eligibility of Support Packages
1. There are three (3) requirements to maintain eligibility of any subscribed support level other than Core Support:
  1. Named Contacts: Support requests must be filed by one of End Users specified contacts. The specified contact can be a contractor or consultant but must have an email address with the End User Domain. Named contacts must be individuals and can not be group or shared email addresses that are sent or received by more than one physical person.
  2. Current on Maintenance and License: Instances identified for any support level must also have up-to-date licenses.
  3. Provide Detailed Information and Logs: In order for any level of support to be successful it is important and understood by End User that we receive the proper information quickly to drive root cause analysis and overall resolution. When an End User signs up for any level of support package, it is important that the proper expectations get set internally regarding information sharing requirements for the service. The Performance Support package assumes End Users will provide Omnigate with information requested in a timely, consistent, and well-structured manner (Requested information includes, but is not limited to configuration files, access log files, heap dumps, thread dumps, CG logs, anonymized DB backups, etc.) Omnigate’s goal is to create the best working partnership with Performance Support Accounts, which requires the proper information to be provided.
Limitations of Support
1. Support is neither guaranteed nor granted in any of the following circumstances:
  1. Instances of Omnigate Products without a valid license or support agreement.
  2. Customized versions of Omnigate Products (e.g. where the original product code has been modified by any entity other than Omnigate).
  3. 3^rd party vendor add-ons.
  4. End of Life, Beta, Release Candidates, or Development releases
  5. Non-English language support
  6. Remote Administration