1. TECHNICAL SUPPORT SERVICES
Scope and meaning of “Technical Support”: during the Term of this Oosto Maintenance & Support Policy (the “Policy”), Oosto will exercise commercially reasonable efforts to resolve Problems reported by the Customer in the Supported Software or the Supported Hardware in accordance with the provisions of this Policy and according to the process and responsibility matrix below. Oosto may revise this Policy from time to time. Technical Support will be provided only to authorized technical contact(s) identified by Customer in accordance with the then-current Oosto Policy and will consist of on-site support (if required), telephonic assistance, access to web-based self-help and web-based resources, and Fixes as deemed necessary by Oosto for the Supported Software and Supported Hardware provided by Oosto.
2. DEFINITIONS
Capitalized terms used in this Policy will have the meanings set forth below or as otherwise defined in this Policy.
“Term” means the period for which the applicable support and maintenance fees were fully paid.
“Oosto” means the applicable Oosto’s entity of the following Oosto legal entities: Anyvision US Inc. (d/b/a Oosto), Anyvision Interactive Technologies Ltd. (d/b/a Oosto), Anyvision UK Limited (d/b/a Oosto) and Anyvision Asia Pacific Pte. Ltd (d/b/a Oosto) from which the Technical Support services have been purchased.
“Business Days” means Sunday to Friday.
“Business Hours” means 9:00 AM to 5:00 PM Customer time zone.
“Customer” means a party who is licensed to use the Supported Software.
“Fix” means, with respect to any element of the Supported Software, permanent bug fixes at the component level created to resolve specific issues.
“Problem” means any defect, error, bug or other failure of all or part of the Supported Software or Supported Hardware (as applicable) not conforming to, or performing in accordance with, the specifications, which degrades the Customer’s use of the Supported Software or Supported Hardware (as applicable).
“Resolution” means any correction or elimination of a Problem, by a Fix, patch, Workaround or minor enhancements to the Supported Software.
“Supported Hardware” means hardware purchased from Oosto and provided by Oosto to a Customer in connection therewith.
“Supported Software” means Oosto’s proprietary software and any related Updates and Upgrades.
“Update” means, with respect to any element of the Supported Software, a new version of such element that includes Fixes and/or minor enhancements to the Supported Software, and which is made available at no additional cost by Oosto to its customers generally. For the avoidance of doubt, Updates shall not include any Upgrades to the Supported Software.
“Upgrade” means any major software release, which incorporates enhancements to improve and add additional new functionalities and capabilities to the Supported Software, as may be provided by Oosto from time to time during the Term at Oosto’s sole discretion and pursuant to this Policy.
“Workaround” means, with respect to any element of the Supported Software, a temporary solution to a Problem which results in the return of the Supported Software services to functional or operational status. Oosto may provide such a solution through the provision of instructions that results in (or if followed by Customer would have resulted in) such a temporary solution.
3. SOFTWARE SUPPORT
Oosto will provide Technical Support only for Supported Software. Updates, Fixes and Workarounds will be made available to the Customer by Oosto Customer Support team.
3.1 Updates: Updates for the Supported Software are included within Technical Support scope and shall be provided to the authorized technical contact identified by Customer in accordance with the then-current Oosto policy.
3.2 Update Releases and Required Upgrades: Oosto reserves the right to release Software Updates that may require upgrades or replacement of Supported Hardware.
| Support Level | Scope | Support methodology |
| Tier 0 | Self-help and user-retrieved information | Users retrieve support information from documentation provided by Oosto. |
| Tier 1 | Basic help resolution
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Support for basic customer issues in the product such as:
If no solution is available, tier 1 personnel escalate incidents to a higher tier. |
| Tier 2 | In-depth technical support | Experienced and knowledgeable technicians assess issues in the product and provide solutions for problems that cannot be handled by tier 1, such as:
If no solution is available, tier 2 support escalates the incident to tier 3. |
| Tier 3/4 | Expert product and service support | Access to the highest technical resources available for Problem Resolution or new feature creation.
Tier 3 technicians attempt to duplicate Problems and define root causes, using product designs, code, or specifications. Once a cause is identified, the company decides whether to create a new Fix, depending on the cause of the Problem. New Fixes are documented for use by Tier 1 and Tier 2 personnel. Additional issues on T3/4 Level:
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4. PROFESSIONAL SERVICES
Customer may request that Oosto perform Professional Services for Customer and, if Oosto agrees to provide such Professional Services, Oosto reserves the right to charge its then-current rates for such Professional Services. Professional Services may include, without limitation, assistance with installing Software Updates, upgrading Supported Hardware, installing the Supported Hardware and configuring the Supported Software in the Customer’s environment or configuring additional servers in the Customer’s environment (collectively, “Professional Services”).
5. HARDWARE SUPPORT
Oosto will provide Technical Support only for Supported Hardware delivered by Oosto.
5.1. Warranty for Servers Hardware – 3 Year warranty direct from HW vendor – Next Day service.
5.2. Customer must maintain Supported Hardware in a controlled environment typical to business-critical servers, including an uninterruptible power supply (UPS) and a cooled environment to avoid overheating.
5.3. Problem Resolution: Resolution of Problems on Supported Hardware includes only the replacement or repair of defective parts which arise from manufacturers’ defects or normal wear and tear in the ordinary course of business. The following is not covered by Technical Support:
- Reconditioning of Supported Hardware, or major overhauls to Supported Hardware.
- Updates to Customer’s Supported Hardware that are necessary to use a Software Update or Upgrade.
- Updates to Customer’s Supported Hardware necessary to expand capacity, processing speed or memory of the Supported Software or Supported Hardware to accommodate Customer’s business requirements.
- Replacement of Supported Hardware damaged as a result of accident, improper use or maintenance.
- Problems that are not reproducible by Oosto.
6. LIMITATIONS OF SUPPORT
Oosto will have no obligation to provide Technical Support for Supported Software or Supported Hardware in the following cases: (i) Supported Hardware or Supported Software that has been modified by anyone other than Oosto or its authorized contractors, resellers or distributors or which has been combined, integrated or bundled with non-Oosto hardware or software; (ii) Software that is not Supported Software and Hardware that is not Supported Hardware; (iii) Hardware that is not supplied by Oosto; (iv) Problems caused, directly or indirectly, by negligence, abuse or misapplication, use of the Supported Software or Supported Hardware other than as is specified in the applicable Oosto documentation, or other causes beyond the control of Oosto including, but not limited to damage caused by fire, lightning, accident, flood, or other similar causes, unsuitable physical environment and improper service by someone other than Oosto or a Oosto authorized contractor, reseller or distributor; or (v) any third party software or hardware.
Oosto will not be responsible for any changes, including without limitation the cost of any changes, to Customer’s hardware or software which may be necessary to use the Supported Software or Supported Hardware due to an Upgrade, Fix, Workaround or Update.
Annex A- Support SLA definitions
| Severity | 1-Critical | 2-High | 3-Medium | 4-Low |
| Definition | Product is down, product operation and operational results are severely impacted such that main flows of operation is impossible. | Product is functional but performance is highly degraded and not giving the expected results | Minor functionality problem with no impact on any operational flows.
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Low priority request for information where there is no impact on system functionality. |
| Examples (for reference only)- |
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Problem to delete suspect from the system
Problem to add suspect to the system – one or many. Error notification without impact on system performance. Sanity check to the system Problem to edit watchlist groups |
Operation question regarding the product
Information needed like how to? General product clarifications and questions
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| External SLA | Oosto will use continuous efforts to provide an immediate Resolution for any problem.
Resolution Oosto is obligated to update the customer with the progress approximately every 12 hours during Business Days and Business Hours until the issue is resolved. |
Oosto will use reasonable efforts during Business Hours to provide a Resolution.
Resolution Oosto is obligated to update the Customer with the progress approximately every 48 hours during Business Days and Business Hours until the issue is resolved. |
Oosto will use reasonable efforts during Business Hours to provide a Resolution.
Resolution Oosto is obligated to update the customer with the progress approximately every 7 Business Days or after understanding the root cause of the issue. |
Oosto will use reasonable judgment to prioritize the efforts to provide an answer.
Resolution Answers customer query up to 3 Business Days
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