Version 1.3, published May 23rd, 2022
This Software Support Policy (“Support Policy”) describes the policies and procedures under which CloverDX, a.s. (“CloverDX”) provides support services (“Support Services”) for its proprietary software product(s) (“Software”) to its customers (each, a “Customer”). Support Services are provided for the Software pursuant to the separate license agreement under which Customer has purchased Support Services (“License Agreement”) and are subject to the terms and conditions of that License Agreement and the terms of this Support Policy. Support Services are provided for the term specified herein, or for the period otherwise specified in the License Agreement.
Major Releases (A.b.c) means generally commercially released major new releases, modifications or enhancements to the Software as designated by a change in the number to the left of the decimal in the version number. Major Releases are normally identified by the first number prior to the first decimal point. Major Releases do not include separate or different products marketed by CloverDX under a different name even if such products are compatible with the Software.
Minor Releases (a.B.c) are normally identified by the first number immediately following the first decimal point. For example, 5.2 is a Minor Release of 5.0. Minor releases usually include feature improvements, new functions, and cumulative bug fixes.
Maintenance Releases (a.b.C) means generally commercially released code corrections, patches, updates of the Software as designated by a change in the number to the right of the second decimal in the version number. For example, 5.2.2 is a Maintenance Release of 5.2.
Supported Platforms CloverDX supports use of the Software only on the platforms specified in the documentation supplied by CloverDX with the Software. An updated list of Supported Platforms is provided in the manuals under chapter “System requirements.” The manuals are available on the web page: www.cloverdx.com/resources
Supported Software – CloverDX Designer, CloverDX Server, CloverDX Cluster (previously CloverETL Designer, CloverETL Server, CloverETL Cluster)
Maintained Software - Maintained Software is available for sale and is fully supported in the Supported Platforms from the date upon which a product becomes Maintained Software, until the date it becomes Retired Software. Every Major Release or Minor Release has defined a release date from which the time is counted. Maintenance Releases do not change the timing.
Retired Software - Retired Software is not available for general sale and will be available for download. Ticket-based support is provided for Retired software. However, CloverDX will no longer provide feature developments or product enhancements for Retired Software. Support lasting depends on the support plan selected.
End of Life Software - CloverDX may cease support for Retired Software after 12 (twelve) months from it has become Retired Software. CloverDX shall keep an up‐to‐date list of supported versions and make end of life (or end‐of‐support) announcements in the Customer Portal. End of Life Software may be available for download.
Support Plan – Set of Support Services and arrangements which Customer selected at the time of purchase or in the time of Renewal. For details, please see Section 4 – Support services overview.
Customer Portal is CloverDX’s online web‐based customer portal located at https://support.cloverdx.com
Renewal - Unless otherwise agreed to in writing by the Customer and CloverDX, Support Services will commence on the date activation of customer account in CloverDX Customer Portal and will continue thereafter for an initial support term of one (1) year. Thereafter, Support Services shall be renewed upon CloverDX’s receipt of applicable payment from Customer. All terms and conditions hereof shall remain in effect during each one‐year support term.
Targeted Response Time - means the targeted time between the receipt of the Incident Report via the Customer Portal in accordance with this support policy and the first communication of a member of the CloverDX Support with the customer by e-mail or phone taking into account the availability periods for the contracted support service level.
Targeted Resolution Time - means the targeted time within which CloverDX Support will use commercially reasonable efforts to provide a workaround or error correction. This time excludes waiting time for Customer’s response.
Support Services are provided via the Customer Portal, and additional methods as indicated on the Support Policy. This Support Policy sets forth expectations for Support between the Customer organization and CloverDX’s Customer Support organization, including:
If Customer is current on its payment for its Support Services, CloverDX shall provide Customer with Support Services consisting of the following:
Support Services may include new versions of the Software, when and if made commercially available by CloverDX (Major Release, Minor Release or Maintenance Release). If CloverDX labels the new version of the Software as an upgrade or update to Software previously licensed to you ("Previous Version"), Customer may replace the Previous Version (including all installed copies) with the new version.
CloverDX shall make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that CloverDX is not required to correct every or any bug, error, or problem with the Software that it reports to CloverDX or of which CloverDX is otherwise made aware. Bugs are not corrected for Software declared as Retired or End of Life
The following are excluded from CloverDX’s Support Services obligations:
CloverDX separately offers a range of fee‐based professional services to address issues related to:
Customer shall obtain Support Services by reporting individual issues to CloverDX. Each individual issue reported to CloverDX shall be tracked from initial report through final resolution (each such issue, an “Incident”).
Who May Submit Incidents. Support Services are intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material provided with the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified contact is a “Contact”. Customer shall be entitled to designate the number of Contacts specified in the Support Policy as authorized to submit support Incidents. Customer may designate at least one authorized Contact at time of purchase, unless otherwise specified, who will be the person registering the license. That individual may submit change requests to the list of authorized support Contacts in writing through the channel(s) specified for the plan selected.
How to Submit Incidents. Incidents are to be submitted to CloverDX by a Contact through the Customer Portal unless otherwise specified in the specific support plan in the Support Policy. The Support Policy specifies which communication channels are available for each plan offered.
How to Report an Incident. In order to expedite the resolution of Incidents, CloverDX expects that Customer will make every attempt possible to:
For each Incident reported by Customer in accordance with these procedures, CloverDX shall:
CloverDX will prioritize Incidents according to the following criteria:
Software is absolutely unusable
Production system outage, severe issue impacting customer’s CloverDX solution, critical security issue.
Urgent Support Case means that the Software is completely inoperable and inaccessible to 100% of the Customer’s users.
Urgent support cases are the highest priority and receive first attention.
Use of the software is strongly impaired
Core functionality impaired in production or significant performance degradation, high security issue
Software has severely impacted the performance of its intended use and is causing a material and adverse impact for a majority of the users; or, the Software is materially not operating within the documented functionality and it is impacting a majority of the Customer’s users.
Use of the software is limited
Moderate impact on usage but product remains functional, non-production outage impacting critical milestone, issues discovered in design development or upgrade process
Software has impacted the performance of some of the users, or the Software is not operating within the documented functionality and it is impacting some of the Customer’s users.
Use of the software is slightly limited OR Change request or suggestion
Minor, cosmetic or documentation-related issues and enhancements requests.
Low severity cases are request for assistance and may include questions of how to use the Software. It also includes change request and suggestions.
|Hours of operation||0800 – 2200 UTC||24/7|
|Targeted response time||2 business days||Based on severity:
Urgent — 8 hours
High — 1 Day (24 hours)
Normal — 2 Days (48 hours)
Low — 2 Days (48 hours)
|Targeted resolution time||Best effort||Based on severity:
Urgent — 2 Days (48 hours)
High — Best effort
Normal — Best effort
Low — Best effort
|Custom code debugging||CTL yes, Java no||CTL yes, Java no|
|Retired||12 months from release||12 months from release|
|End Of Life||24 months from release||24 months from release|
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