Save where provided otherwise in these Software Support Terms or the other documents comprising the Agreement, or otherwise defined below, capitalised terms used herein shall have the meaning given in the Terms and Conditions.

1. Definitions Applicable to the Software Support Terms

“Authorised Representatives”	means senior members of your internal IT Support team who sign up directly to our Support Portal and are authorized by you to raise support tickets on your behalf.
“Business Days”	means Monday to Friday excluding public holidays in London, New York, Singapore or Sydney (depending on the local time zone you have selected for your Support Hours in the Order Form).
“Customer Developed Materials”	means any materials, including software, specifically developed by us for you during the performance of any Professional Services which are specifically identified and detailed in a Statement of Work as “Customer Developed Materials”.
“Dependencies”	means any third party software and web services required to be installed for the Licensed Software to operate, which are identified by us and notified to you.
“Equipment”	means your designated machines running a supported operating system of the Licensed Software under your exclusive operational control or under the control of a Cloud Provider with access controlled to ensure that only your Employees or Contractors are able to access and use the Licensed Software.
“Error”	means a failure of the Licensed Software to conform to its functional specifications as described in the Documentation, which failure is demonstrable on the Equipment and causes the Licensed Software to be inoperable, to operate improperly, or produces results materially different from those described in the Documentation. Failures resulting from the following are not Errors: (a) your negligence or improper use of the Licensed Software, or (b) your use of the Licensed Software in combination with any third party software not identified as compatible by us. The classification of an Error will be determined according to clause 3 below.
“Error Correction“	means either a modification or addition that, when made or added to the Licensed Software, brings the Licensed Software into material conformity with its functional specifications, or a procedure or routine that, when observed in the regular operation of the Licensed Software, avoids the practical adverse effect of such nonconformity.
“First Response”	is defined in clause 3.4 below.
“Long Term Support Version”	means a Version or Release of the Licensed Software identified as a Long Term Support Version upon release of such Version.
“Release“	means a version of the Licensed Software that would normally involve minor revisions, minor enhancements and/or bug fixes.
“Response Period”	is defined in clause 3.4 below.
“Support Hours”	are defined in the Table set out in clause 3.2 below according to the level of support you have purchased (Silver, Gold or Premium) and apply in the local time zone (on Business Days) as indicated on the Order Form.
“Support Portal”	means the portal made available here (as may be updated on notice to you from time to time).
“S1”, “S2”, “S3” and “S4”	have the meaning identified in clause 3.2 below.
“Update Frequency”	is defined in clause 3.6 below.
“Version”	means a version of the Licensed Software involving entirely new features and/or functionality being added to the Licensed Software but excludes any New Product.

2. Software Support Services

2.1  We will provide the following Software Support Services during the Subscription Term in relation to the Licensed Software subject to compliance with the terms of the Agreement:

2.1.1        We will provide a telephone line for S1 issues, and the Support Portal for S2 to S4 issues, exclusively for Authorised Representatives to log Licensed Software related Errors during applicable Support Hours;

2.1.2        We will use our reasonable efforts to provide a First Response within the Response Period, and updates within the Update Frequencies, set out below (time not being of the essence);

2.1.3        We may, in our sole discretion, correct Errors by “patch” or by issuing a new Release;

2.1.4        We will provide you with new Releases and Versions of the Licensed Software that we may issue from time to time; and

2.1.5        We will notify you of periodic or interim updates to the Documentation that we may issue from time to time.

2.2  The Software Support Services shall apply to the most recent Release of the Licensed Software and for a period of 12 months from release. The Software Support Services apply to the most recent Long Term Support Version of the Licensed Software for a period of 3 years from the release of such Long Term Support Version. If you wish to maintain support for an earlier Release of the Licensed Software after the end of its support life this may be available as an extended support contract at our entire discretion and only with prior written agreement.

2.3  You will make available to us free of charge all personnel, information, systems, facilities and services reasonably required by us to enable us to duplicate a problem and perform maintenance of the Licensed Software including, without limitation, machine details, core dumps, log files, screenshots, runbooks and sample data. Where remote access is not made available by you, this may have an impact on the speed of our response, recovery and remediation, to which reasonable adjustments shall be made. If our personnel are required at your premises to resolve any issue, such personnel shall be chargeable to you at the agreed rate or, if no such rate is agreed, in accordance with our then current scale of standard rates in place.

2.4  We will only be obliged to correspond with an Authorised Representative in respect of the supply of the Software Support Services. Authorised Representatives shall use reasonable endeavours to investigate and to resolve any problems prior to contacting us.

2.5  The following are not included within the Software Support Services and shall be provided at our discretion for additional charge. We may require a separate written Statement of Work before supplying such services:

1. Support of accessories, attachments, machines, systems or other devices other than the Licensed Software;
2. Any assistance required from us to implement a new Version;
3. Restoration of lost or corrupted data;
4. Support rendered more difficult because of any changes, alterations, additions, modifications or variations to the Licensed Software or operating environment by anyone other than us;
5. Correction of Errors caused by your use of the Licensed Software not in accordance with the Agreement and Documentation;
6. Diagnosis and/or correction of problems not associated with the Licensed Software;
7. Correction of Errors in scripts and materials created or developed during the implementation of the Licensed Software, code within user defined functions, any scripts and utilities written to integrate the Licensed Software into your environment and/or any third party systems, and any other Customer Developed Materials including, but not limited to, user created dashboards, custom reports and custom interfaces; and
8. Any assistance from us that is requested by you subsequent to your breach of clause 2.3 of these Software Support Terms.

2.6  During the Subscription Term you will:

1. stay compliant with the release policy in clause 2.2 of these Software Support Terms;
2. implement within a reasonable time all Error Corrections, Releases and new Versions provided by us provided that where you fail to implement a Release, Error Correction or new Version which contains a fix for an Error, you will have no other recourse against us in respect of such Error;
3. ensure that the Licensed Software and the Equipment are used in accordance with the Documentation and in a proper manner by competent employees trained in the use of the Licensed Software or by persons under the supervision of such employees or by Authorised Representatives;
4. keep full security and backup copies of the Licensed Software and of your data bases and computer records in accordance with best computing practice;
5. not request, permit or authorise anyone other than us to provide the Software Support Services in respect of the Licensed Software;
6. ensure that you are using the version of the Dependencies recommended by us in the Documentation or otherwise notified by us as being the optimal version of the Dependencies to be used for or in connection with the Licensed Software; and
7. co-operate fully with our personnel in the diagnosis of any error or defect in the Licensed Software or the Documentation.

2.7  We will assume that any of your data which we have access to is backed up by you and we will not be liable for any loss arising out of any failure by you to keep full and up-to-date secure back-up copies of the Licensed Software and of your data.

2.8  If a Release or Version addresses a security issue or vulnerability, we will not be liable for any losses you may suffer as a result of any such issues or vulnerabilities which occur due to your failure to install such Release or Version promptly.

3. Problem Definition and Severities

3.1  The table below defines the severity levels applied to calls or tickets arising or reported in the provision of the Software Support Services and the Support Hours, Response Periods and Update Frequencies allocated to each such severity level (according to the level of support you have purchased). The severity of a call or ticket may change throughout its duration. For example, an S2 ticket may be upgraded to S1 if a fault affecting some users spreads to make the Licensed Software unavailable to all users; or an S1 ticket could be downgraded to S2 if a workaround is provided in advance of fixing a fault.

3.2  The severity level allocated to a ticket initially will be at our sole discretion. If you believe that events require the severity level to be altered, a request to change the severity level may be made to the Support Portal. The severity level allocated to a ticket is determined according to the following table:

Severity Level	Description		Silver	Gold and Premium*
S1	Critical business Impact – your production use of the Licensed Software on a primary business service, major application or mission-critical system is stopped or severely impacted which severely impacts your normal business operations.	Support Hours	9am-5pm Business Days	24/7 x 365
		Response Period	4 hours	1 hour
		Update Frequency	Weekly	4 hours
S2	Significant Business Impact – Serious problem but continued use of the Licensed Software is still possible (production) or a serious problem irrespective of whether continued use of the Licensed Software is still possible (non-production environment)	Support Hours	9am-5pm Business Days	24/7 x 365
		Response Period	2 Business Days	1 hour
		Update Frequency	Weekly	4 hours
S3	Minimal Business Impact – Product features are unavailable in the Licensed Software but a workaround exists and the majority of functions are still useable. Minor function/feature failure that you can easily circumvent or avoid. Your business operations have minor loss of operational functionality.	Support Hours	9am-5pm Business Days	9am-5pm Business Days
		Response Period	1 week	4 hours
		Update Frequency	N/A	1 Business Day
S4	Nominal Business Impact – Minor problem or question that does not affect the Licensed Software function such as How-To’s, documentation, general questions, or enhancement requests. There is no impact to Licensed Software usage or your operations.	Support Hours	9am-5pm Business Days	9am-5pm Business Days
		Response Period	N/A	1 Business Day
		Update Frequency	N/A	Weekly

*Premium Customers also receive access to a Premium Support Account Manager to assist with product training, deployment support, Licensed Software performance reviews and an annual assessment.

3.3  All support tickets shall be raised via the Support Portal and responses will be provided via that Support Portal, unless otherwise deemed necessary by us.

3.4  Response Period is the time permitted to respond to the ticket, will be defined per ticket and is dependent upon the severity level of the ticket, as determined in the table above, and the level of support you have purchased. The Response Period shall commence when a Support Portal ticket has been fully and properly logged by you with sufficient information for us to be able to make an initial determination of the severity level of the ticket. Our first response within the Response Period will consist of an acknowledgement on the Support Portal that the ticket has been raised and queued and shall provide an initial determination of the severity level of the ticket (“First Response”).

3.5  Any call or ticket which is received outside of Support Hours (where relevant) shall be deemed received at the start of the next business day. In addition, target response times only run during Support Hours (where relevant). So, by way of example, if you have Silver Support and a S2 ticket is reported at 4pm on Friday, the response deadline shall be by 4pm on Tuesday.

3.6  We will provide updates as to the status of our response to the ticket at the Update Frequencies set out in the table above (“Update Frequencies”). Update Frequencies shall commence from the time of our First Response.

4. Vulnerabilities

Our vulnerability and security policies can be found here (as such page may be updated from time to time).