Maintenance and Support Program
 
Upon Upon payment of the annual Maintenance and Support Fee, Licensee shall be entitled to the following Maintenance and Support Services. Maintenance and Support Services do not include on-site technical support, training, professional services or related out-of-pocket expenses.
A. Definitions
 

“License” Subject to the terms and conditions of the License Agreement and upon payment of the License Fees, InstallFree grants to Licensee a non-exclusive, non-transferable, worldwide, perpetual license to deploy, execute and use the Software, in object code form only, as well as the accompanying Documentation, solely for Licensee's internal use.

“Interim Solution” means a short-term resolution to the problem delivered as a hotfix or a patch.
“Permanent Solution” means that the problem has been resolved such that the Software conforms in all material respects to the Documentation.
“Severity Level 1” means that the Software or major function thereof is (i) inoperative, or (ii) is experiencing terminable/intermittent problems that render the Software inoperable.
“Severity Level 2” means that certain functionality of the Software is found to be defective or absent, or contains a problem that renders the Software difficult, but not impossible to use.
“Severity Level 3” means that there is a non-critical degradation of performance, or a minor problems that needs correction in either the Software or the relevant product manuals
“Work Around” means a temporary solution to a problem. InstallFree will use commercially reasonable efforts to replace a Work Around with a Permanent Solution
   
B. Maintenance and Support Services; When and How to Make Requests for Problem Resolution
 
  1. Licensee shall have access to an automated e-mail reporting service through which support requests are logged and Tickets (IDs) issued within thirty minutes. This service can be reached at support@InstallFree.com

  2. In cases where Licensee is not able to reach InstallFree Technical Support via e-mail or the ticketing system, or has a Severity 1 Case and has received no replies from InstallFree Technical Support, Licensee may call the region that covers Licensee's local business hours to reach InstallFree Technical Support (Licensee should not call regions that do not cover Licensee's local business hours).

    Location

    Telephone Number

    Hours of Operation

    US

    Standard Support
    +1 203 276 1460


    Premium Support
    Toll Free Number

    Standard Support
    M-F, 8am-5pm Eastern Standard Time, excluding US Federal holidays

    Premium Support
    24 hours a day / 7 days a week.

    Non-US

    Standard Support
    +1 203 276 1460


    Premium Support
    Toll Free Number

    Standard Support
    M-F, 8am-5pm Eastern Standard Time, excluding US Federal holidays

    Premium Support
    24 hours a day / 7 days a week.


  3. InstallFree will provide Licensee with all Updates and Upgrades for no additional fee, together with all required amendments to the associated Documentation. New products for which InstallFree charges a separate fee are not included as part of Maintenance and Support Services.

  4. InstallFree Maintenance and Support Services are available for the resolution of specific technical problems only

  5. Support and Maintenance Services specifically exclude:
    • Defects or errors resulting from any modifications of the Software made by any person other than InstallFree or an authorized agent of InstallFree;
    • Any version of the Software released by InstallFree other than (a) the two most current “point” releases of the current major version; and (b) the last released “point” release of the previous major version;
    • incorrect use of the Software or operator error;
    • Any fault in Licensee’s use environment or in any software  or hardware used in conjunction with the Software;
    • Defects or errors caused by the use of the Software with any non-InstallFree products other than those specifically certified for use by InstallFree as set forth in the Documentation.

  6. InstallFree may, from time to time in its sole discretion, decide to discontinue Maintenance and Support Services for one or more of its products. In such event, InstallFree shall use good faith best efforts to provide at least three months advance written notice to Licensee of the product for which Maintenance and Support Services shall be discontinued.

  7. Should Licensee terminate Maintenance and Support Services and then seek to reinstate Maintenance and Support Services, Licensee shall pay InstallFree a reinstatement fee equal to fifty percent (50%) of all Maintenance and Support Fees that would have been due to InstallFree during the intervening period had Licensee not terminated.

  8. From time to time, InstallFree adopts polices regarding matters such as use of anti-virus programs, support of operating systems, and other similar policies. Each of these policies, which is available at www.InstallFree.com and may be amended by InstallFree from time to time, is incorporated by reference herein.
   
C. When and How InstallFree will Respond to Requests for Problem Resolution
  A knowledgeable InstallFree support engineer will respond to Licensee's request for problem resolution based on the case severity level, as described below.
 
1. Support Response Objectives
 

Severity Level

Standard Support Objectives

Premium Support Objectives

1

Within 8 hours after logging the issue, provided the issue is reported between 8:00 am EST and 5:00 pm EST Monday through Friday excluding holidays. Issues reported outside the above hours will be responded to the following business day.

Within 6 hours after logging the issue, provided the issue is reported between 8:00 am EST and 5:00 pm EST Monday through Friday excluding holidays. Issues reported outside the above hours will be responded to the following business day.

2

Within 3 working days after logging the issue.

Within 2 working days after logging the issue.

3

Within 2 working week after logging the issue.

Within 1 working weeks after logging the issue.
   
2. Problem Resolution and Objectives
Resolution will consist of either a Work Around, an Interim Solution or a Permanent Solution. Problems that require an Interim Solution will be considered resolved when the test used to reproduce the problem demonstrates the corrected behavior.
 

Severity Level

Work Around

Interim Solution

Permanent Solution

1

Standard Support:
Provided within 5 working days.

Premium Support:
Provided within 48 hours.

Standard Support:
Provided within 2 working weeks if no Work Around is possible.

Premium Support:
Provided within 1 working week if no Work Around is possible.

Standard Support:
Included in next release.

Premium Support:
Included in next release.

2

Standard Support:
Provided within 2 working weeks.

Premium Support:
Provided within 1 working week.

Standard Support:
Provided within 1 working month.

Premium Support:
Provided within 1 working month.

Standard Support:
Included in next release.

Premium Support:
Included in next release.

3

N/A

N/A

When deemed feasible by InstallFree.
   
D. Obligations of Licensee
  InstallFree’s Maintenance Program requires that Licensee shall:
 
  • Ensure that the Software is used in accordance with the terms of the license set forth in this Agreement;
  • Not request, permit or authorize anyone other than InstallFree authorized person to provide any maintenance or support services for the Software;
  • Co-operate fully with InstallFree's technical support personnel in the diagnosis of any error or defect in the Software;
  • • Make available to InstallFree, free of charge, all information, facilities and services reasonably required by InstallFree to enable InstallFree to perform the Maintenance and Support Services described in this Maintenance Program