Support Policy

This Support Policy (“Support Policy”) describes Guardsquare’s, customers’, resellers’, and third parties’ obligations with respect to performance of maintenance and support services and service levels for On-Premise Products and Secure Cloud Subscription Services. This Support Policy is subject to the Guardsquare (Reseller) General Terms and Conditions (“GTC”) or the applicable agreement executed by Guardsquare and the customer or reseller, as applicable.

Appendix A: Maintenance and support Services for XTD Services (cloud) and XTD On-Premise Products (On-Premise)

Guardsquare will provide Maintenance and Support Services as described below. Maintenance and Support Services are available to Customers only and not to Subcontractors, Distributors or End Users (as defined in the GTC). Maintenance and Support Services only apply to the Product and Service as delivered by Guardsquare, including qualifying Updates and Upgrades (as applicable; each as defined below), but not to any other Improvements, such as customization or specific developments that may be made by Customer (if applicable) or by Guardsquare for Customer hereunder.

1. Technical Support Service

a. Guardsquare will provide Email and Internet based support via the Guardsquare support portal from 9:00 a.m. Central European Time (“CET”) to 6:00 p.m. CET, Monday through Friday (excluding Guardsquare observed holidays). Guardsquare shall use reasonable efforts to engage adequate amount of skilled personnel in order to maintain sufficient level of support available during support hours.

b. The technical support services provided to Customer shall not exceed the total amount of eighty (80) person hours in each twelve (12) month period of the Agreement. If required, additional support can be purchased in blocks of ten (10) hours at the cost of $2,500. Guardsquare agrees that Customer will not be billed for services that exceed the 80 hours without prior notification. For the avoidance of doubt, the time dedicated to Error correction shall not be deducted from the eighty (80) person hours mentioned above.

2. Error Correction Service

a. Customer shall report any suspected error or defect in the Product, Service or related Documentation to Guardsquare for correction. Guardsquare and Customer will collaborate to classify each incident based on the following criteria:

ERROR CLASSIFICATION	CRITERIA
Critical	Critical Errors: are defined to be those problems that preclude use of significant functionality of the Product or Service in live operations and for which no reasonable work-around exists.
Significant	Significant Errors: are defined to be those problems that preclude use of functionality that is significant in live operations, but for which reasonable work-arounds exist.
Inconvenient	Inconvenient Errors: are defined to be those problems that do not significantly hinder use of the Product or Service in live operations.

Error shall mean any incident, error, or operating defect directly caused by the Product or Service which prevents the normal use of all or part of the Product or Service in accordance with the Documentation.

ERROR CLASSIFICATION	Response Time
Critical	1 day
Significant	2 days
Inconvenient	1 week

*All times listed are in effect during normal support hours only (as defined in Section 1.a.).

c. Based on the classification assigned to each issue, Guardsquare will provide acknowledgment of receipt of error report within the allotted response time.

d. Guardsquare shall, after receiving an error report, inspect the error and if confirmed as an actual error, confirm error as well as its priority classification to Customer in writing by email and attempt to repair the error without additional cost to Customer. Guardsquare will use reasonable effort to correct or circumvent the errors and ensure that such corrections or workarounds are included in a patch or in the next product version.

e. An error will be considered resolved when Customer has either:

- Implemented a satisfactory recommendation received (such implementation not to be unreasonably delayed or withheld); or
- Taken possession of upgraded software used to correct the error.

3. Error Reporting

Customer shall inform Guardsquare of an error by a written report in electronic format via the XTD support portal including the following information:

Version number of the Product and operating system used;
Detailed description of the error;
Instructions on how to reproduce the error, if applicable;
Debug logs and/or configuration files, if applicable;
Any other necessary and/or useful information relating to locating the reported error; and
Customer’s view on the priority classification of the reported error. Prior to contacting Guardsquare, Customer should:
Check the Documentation, release notes and online help;
Search the knowledge base for solved cases; and
Check whether the issues have been solved in later issued release.

4. Limitations on Support and Maintenance.

Maintenance and Support Services availability is restricted to the latest Upgrade of a Product or Service, as well as to the last Update of the previous Upgrade of the Product or Service.
Guardsquare shall not be obligated to repair any errors or provide any support:
1. relating to problems caused by (a) modifications made by a party other than Guardsquare or (b) use of the Product or Service in a manner or form not defined and described in the standard Documentation of the Product or Service;
2. relating to problems caused by the installation of the Product on an unsupported platform;
3. regarding any functionality not directly related to the Product or Service; or relating to problems caused by Customer or third-party products or services.
4. relating to any problems that cannot be reproduced on-site at Guardsquare’s technical support facility.

5. Qualifying Updates and Upgrades.

Subject to the payment of all amounts due, Guardsquare shall deliver any Updates or Upgrades (as applicable, depending on the Support Plan level) to the Product or Service to Customer that are released by Guardsquare during the term of Maintenance and Support Services hereunder.

“Update” shall mean all minor version releases that implement minor improvements or augmentations that are made generally available by Guardsquare to its other customers who are current on their subscription to Maintenance and Support Services and that correct errors or failures of the Product or Service to substantially conform to its Documentation. An Update is indicated by a sub-number appearing to the right of an initial decimal (i.e., 1.1 or 1.1.1).

“Upgrade” shall mean a new version of the Product or Service containing additional features and functionality, that is made generally available by Guardsquare to its other customers who are current on their subscription to the applicable support plan. An Upgrade is indicated by a new version number, appearing to the left of a decimal point (i.e., 2.0 or 3.0).

APPENDIX B: Reseller Maintenance and Support Program for XTD Services (Cloud) and XTD On-Premise Products (On-Premise)

Reseller shall be solely responsible for providing first-level support (“L1”) to End Customers and Guardsquare shall provide second-level support (“L2”) for the XTD Services and XTD On -Premise Products directly to Reseller as further detailed below.

Level 1 Support Provided by Reseller to End Customers for XTD Services and XTD On-Premise Products

1. Initial Steps

The support request steps listed below are provided at the start of each level of support by Reseller:

Answer, acknowledge and log each support request from the affected End Customer.
Validate the existence of a current maintenance and support plan.
Gather primary and backup contact information from the affected End Customer.
Verify affected End Customer’s software release level and provide updates if necessary.
Search through reference material/resources for documented procedures/ solutions to known issues. Resources include but are not limited to: end user reference material; knowledge base; troubleshooting documentation; and release notes.
Logically and methodically reproduce and troubleshoot the issue/problem using any available diagnostic utilities and methods.
Analyze and interpret error messages to the End Customer.
Isolate the issue/problem, reproduce it, and determine if it is related to: (i) the performance/functionality of the Product or Service or (ii) some other aspect of affected user’s environment.
Gather, analyze, and log a clear, concise, and detailed description (in English) of the reported issue.
If possible, implement corrective action and workarounds.

2. Escalation Process. The Reseller shall:

1. Attempt to reproduce and exhaustively resolve issue autonomously prior to escalating to the next level of support.
2. Escalate to the next level of support online via the XTD support portal at https://www.guardsquare.com/xtd-support-request.
3. Attach all required and necessary information collected to the support case in the Guardsquare support portal along with proper contact information for the Level 1 support resources for follow-up from Guardsquare.

NOTE: Absence of adequate description of issue, reproduction steps, supporting logs, screenshots, etc. will delay Guardsquare’s ability to start.

Level 2 Support Provided by Guardsquare to Reseller for XTD Services and XTD On-Premise Products

Guardsquare will provide Maintenance and Support Services to Reseller as described below. Maintenance and Support Services are available to Reseller only and not to End Customers, Subcontractors, Distributors or End Users.

Maintenance and Support Services only apply to the XTD Services and XTD On-Premise Products as delivered by Guardsquare, including qualifying Updates and Upgrades (as applicable; each as defined below), but not to any other Improvements, such as customization or specific developments that may be made by End Customer (if applicable) or by Guardsquare for End Customer hereunder.

1. Technical Support Services.

1. Guardsquare will provide email and internet-based support via the XTD support portal from 9:00 a.m. Central European Time (“CET”) to 5:00 p.m. CET, Monday through Friday (excluding Guardsquare observed holidays). Guardsquare shall use reasonable efforts to engage adequate amount of skilled personnel to maintain sufficient level of support available during support hours.
2. The technical support services provided to Reseller shall not exceed the total amount of eighty (80) person hours in each twelve (12) month period of the Agreement. If required, additional support can be purchased in blocks of ten (10) hours at the cost of $2,500. Guardsquare agrees that Reseller will not be billed for services that exceed the 80 hours without prior notification. For the avoidance of doubt, the time dedicated to error correction shall not be deducted from the eighty (80) person hours mentioned above.

2. Error Correction Service.

a. Reseller shall report any suspected error or defect in the XTD Services and XTD On-Premise Products or related Documentation to Guardsquare for correction. Guardsquare and Reseller will collaborate to classify each incident based on the following criteria:

ERROR CLASSIFICATION	CRITERIA
Critical	Critical Errors: are defined to be those problems that preclude use of significant functionality of the XTD Services and XTD On-Premise Products in live operations and for which no reasonable work-around exists.
Significant	Significant Errors: are defined to be those problems that preclude use of functionality that is significant in live operations, but for which reasonable work-arounds exist.
Inconvenient	Inconvenient Errors: are defined to be those problems that do not significantly hinder use of the XTD Services and XTD On-Premise Products in live operations.

“Error” shall mean any incident, error, or operating defect directly caused by the XTD Services and XTD On-Premise Products which prevents the normal use of all or part of the XTD Services and XTD On-Premise Products in accordance with the Documentation.

b. Guardsquare shall respond to error reports according to the following schedule:

ERROR CLASSIFICATION	RESPONSE TIME*
Critical	1 day
Significant	2 days
Inconvenient	1 week

* All times listed are in effect during normal support hours only (as defined in Section 1.a.).

c. Based on the classification assigned to each issue, Guardsquare will provide acknowledgment of receipt of error report within the allotted response time.

d. Guardsquare shall, after receiving an error report, inspect error and if confirmed as an actual error, confirm error as well as its priority classification to Reseller in writing by email and attempt to repair the error without additional cost to Reseller. Guardsquare will use reasonable effort to correct or circumvent the errors and ensure that such corrections or workarounds are included in a patch or in the next product version.

e. An error will be considered resolved when Reseller has either:

Implemented a satisfactory recommendation received (such implementation not to be unreasonably delayed or withheld); or
Taken possession of upgraded software used to correct the error.

3. Error Reporting.

Reseller shall inform Guardsquare of an error by a written report in electronic format including the following information:

Version number of the XTD Service and On-Premise Products and operating system used;
Detailed description of the error;
Instructions on how to reproduce the error, if applicable;
Debug logs and/or configuration files, if applicable;
Any other necessary and/or useful information relating to locating the reported error; and
Reseller’s view on the priority classification of the reported error. Prior to contacting Guardsquare, Reseller should:
Check the Documentation, release notes and online help;
Search the knowledge base for solved cases; and
Check whether the issues have been solved in later issued release

4. Limitations on Support and Maintenance.

a. Maintenance and Support Services availability is restricted to the latest Upgrade of XTD Services and XTD On-Premise Products, as well as to the last Update of the previous Upgrade of

XTD Services and XTD On-Premise Products.

b. Guardsquare shall not be obligated to repair any errors or provide any support:

relating to problems caused by (a) modifications made by a party other than Guardsquare or (b) use of the XTD Services and XTD On-Premise Products in a manner or form not defined and described in the standard Documentation of the XTD Services and XTD On-Premise Products;
relating to problems caused by the installation of the XTD Services or XTD On-Premise Products on an unsupported platform;
regarding any functionality not directly related to the XTD Services and XTD On-Premise Products; or relating to problems caused by Reseller or third-party products or services.
relating to any problems that cannot be reproduced on-site at Guardsquare’s technical support facility.

5. Qualifying Updates and Upgrades.

Subject to the payment of all amounts due in accordance with the applicable Order Form, Guardsquare shall deliver any Updates or Upgrades (as applicable, depending on the Support Plan level) to the XTD Services and XTD On-Premise Products to Reseller/ that are released by Guardsquare during the term of Maintenance and Support Services hereunder.

“Update” shall mean all minor version releases that implement minor improvements or augmentations that are made generally available by Guardsquare to its customers who are current on their subscription to Maintenance Services and that correct errors or failures of the Licensed Technology to substantially conform to its Documentation. An Update is indicated by a sub-number appearing to the right of an initial decimal (i.e., 1.1 or 1.1.1).

“Update” shall mean all minor version releases that implement minor improvements or augmentations that are made generally available by Guardsquare to its other Resellers and/or customers who are current on their subscription to Maintenance and Support Services and that correct errors or failures of the XTD ON-Premise Product or XTD Service to substantially conform to its Documentation. An Update is indicated by a sub-number appearing to the right of an initial decimal (i.e., 1.1 or 1.1.1).

“Upgrade” shall mean a new version of the XTD Services or XTD On-Premise Products containing additional features and functionality, that is made generally available by Guardsquare to its other Resellers and/or customers who are current on their subscription to the applicable support plan. An Upgrade is indicated by a new version number, appearing to the left of a decimal point (i.e., 2.0 or 3.0).