Kiteworks Maintenance Support Policy - Enterprise

Kiteworks Maintenance Support Policy applies solely with respect to the Kiteworks Software.

Kiteworks shall provide support solely to technical contacts of Licensee. Licensee’s technical contacts shall not exceed five (5) at any one time. Licensee may substitute other personnel for designated technical contacts upon reasonable advance written notice to Kiteworks. Licensee’s designated technical contacts shall be knowledgeable about the Kiteworks Software.

Licensee shall be responsible for providing maintenance and technical support to any authorized Licensee end users, and Kiteworks shall have no responsibility or liability with respect to such end users.

Kiteworks shall provide technical support by telephone seven (7) days per week, twenty-four (24) hours per day. Coverage is available by calling: 1- 888-654-3778 (in the U.S.) and +1 650-485-4350 (outside of the U.S.). Licensee’s submission of error reports shall include material information necessary for Kiteworks’ reproduction of the error.

A)  Priority Problems

 Kiteworks shall provide support to Licensee in accordance with the following tiered approach:

Severity Level	Definition	Business Procedures
Level 1 Critical	An error on a properly configured environment that is reproducible and resulting in material functionality being unavailable or material loss of data	Response from time of receipt of Licensee’s error report to contact of Licensee with status report shall be four (4) hours. Kiteworks shall assign personnel to review and create work arounds for critical errors on a priority basis. Resolution: Kiteworks shall use reasonable efforts to resolve the critical error and/or provide a work around within forty-eight (48) hours from initial report of problem. Kiteworks shall provide status reviews to Licensee every eight (8) hours until such error is resolved
Level 2 High	An error on a properly configured environment, that is reproducible and resulting in severely restricted functionality.	Response from time of receipt of Licensee’s error report to contact of Licensee with status report shall be eight (8) hours. Kiteworks shall assign personnel to review and create work arounds for high level errors on a priority basis, subject to personnel deployed in resolving critical errors. Resolution: Kiteworks shall use reasonable efforts to resolve the critical error and provide a work around within seventy-two (72) hours from initial report of problem. Kiteworks shall provide status reviews to Licensee every eight (8) hours until such error is resolved.
Level 3 Medium	An error on a properly configured environment, that is reproducible and resulting in impact on non-material functionality or having a minor impact on material functionality.	Appropriate resources will be assigned during regular business hours to investigate problem and resolution. Resolution: Delivery of resolution will be prioritized for a scheduled release.
Level 4 Low	A non-reproducible error, an error which results in no material degradation of material functionality, or an inquiry type or clarification problem.	Appropriate resources will be assigned during regular business hours to investigate problem and resolution. Resolution: Delivery of resolution may be prioritized for a scheduled release.

 

B)  Severity Level Determination

The impact and severity level of a reported problem will be discussed with Licensee. Kiteworks shall determine the priority level of severity of all reported problems.

Kiteworks may modify problem logs with respect to severity level according to the on-going diagnosis of the support analyst.

C)  Access to Appliance, Remote and On-Site Assistance

On-site assistance will be provided to resolve a problem if Kiteworks reasonably determines that such on-site assistance is required to resolve a problem after the above stated efforts have failed to resolve the problem remotely. In the event that Licensee consents to such on-site assistance to resolve such problem, Licensee shall reimburse Kiteworks for all travel and living expenses associated with the provision of such on-site assistance. In the event that Licensee declines to receive on-site assistance, or denies Kiteworks any reasonably required remote access to the Kiteworks Software or Kiteworks Appliance, Kiteworks shall be deemed to have fulfilled its support obligations under the Agreement with respect to such Kiteworks Software or Kiteworks Appliance. Licensee shall provide Kiteworks with reasonable information and assistance to assist Kiteworks in providing support hereunder.

D)  Updates

Kiteworks shall provide Licensee with Updates to the Kiteworks Software, on a reasonable, periodic basis, as such are provided by Kiteworks to its Licensee base generally.

E) Training

Kiteworks will provide training at Licensee request. The goal of the training sessions is to help Licensee understand the Kiteworks Software to help enable Licensee personnel to troubleshoot and answer the majority of calls that come in to Licensee. Training will be billed at $200 per hour. In addition, Licensee shall reimburse Kiteworks for all travel, living and incidental expenses incurred in the course of providing training.

Kiteworks Hardware support. Kiteworks will provide next business day on-site support for hardware errors through a qualified third-party. Kiteworks shall provide hardware support by e-mail and by telephone Monday through Friday 6 AM to 9 PM EST. Coverage is available by e-mail: support@kiteworks.com or by calling: 1-888-654-3778 (in the U.S.) and +1 650-485-4350 (outside of the U.S.).