DTEX CUSTOMER SUPPORT SERVICES
This document describes the support services DTEX provides to customers that are licensing DTEX software and services under a Master Software License and Support Subscription Agreement (the “Agreement”). All capitalized terms not defined in this document have the meaning given in the Agreement.
The DTEX Help Desk will provide Support Services for the Software during DTEX’s normal business hours Monday through Friday, excluding local office company and national holidays. The following time zones are covered from 8:00 am – 6:00 pm: for Americas-based customers in either Eastern, Central, Mountain or Pacific time zones; for EMEA-based customers: London time (GMT/BST); and, for APJ-based customers: Adelaide, Australia time (ACDT) (collectively, “Normal Business Hours”). Support Services are provided in English. Support Services include assistance in identifying and diagnosing problems with the Software (such as error messages, bug fixes, basic “how-to” functionality questions, installations, Software updates and upgrades). Customers may initiate a Support Services request by sending an email to the Help Desk at email@example.com, or for customers with portal access, by creating a new ticket at https://dtexsystems.freshdesk.com. Any other method of requesting support (e.g., direct calls or emails to a DTEX representative) may result in delays in addressing the support issue. All Help Desk tickets will, as necessary, be prioritized according to the severity of the support request, as determined by DTEX in its discretion. Support Services do not include training, setup assistance, diagnosis of customer interface problems or integration or programming services for customized Software, consulting, equipment operation/problem support, or data correction. DTEX may provide support for the excluded services at DTEX’s then-current rates at its option. Help Desk hours, time zones, and policies are subject to change at the option of DTEX.
The Software functionality is dependent on certain third-party software (e.g. database software and operating systems). DTEX Support Services agents can provide general troubleshooting support to the extent such third-party software products relate to the DTEX solution but DTEX support should not be considered an alternative to vendor support for general issues relating to third party software, including any third-party software provided by DTEX as a convenience. DTEX supports the Software to run on certain versions of third-party software. DTEX may at its discretion decline to provide Support Services for customers that choose to run non-supported versions of third-party software.
SENDING SENSITIVE DATA
DTEX will safeguard data you send to our Help Desk in the same manner in which we protect our own similar confidential information. However, DTEX cannot guarantee that your data will be handled in compliance with all regulatory standards applicable to such data. Accordingly, please do not send to DTEX any data subject to government regulations that prescribe special handling requirements. If your data file contains such regulated information, please contact us before sending it so we may discuss masking, obfuscation, or other available methods to convert your data set to a format that DTEX can manage.
Customers must promptly advise DTEX of any error or defect with Software for which DTEX provides Support Services under this document and must provide reasonable assistance and cooperation to allow DTEX to define and resolve such error or defect. This customer assistance and cooperation includes providing (i) a detailed problem description; (ii) reasonable efforts to reproduce the problem; and (iii) reasonable access to authorized customer support contacts.
Customers must allow DTEX reasonable remote access through protected firewall environments to the customers’ computer systems and Software in order to enable DTEX to provide the requested Support Services and to verify license status.
DTEX will use reasonable efforts to provide corrections to any errors in the Software in the form of patches, fixes, workarounds, updates and upgrades or other corrections within a commercially reasonable time depending on the severity of the error as determined by DTEX, and provided the customer is entitled to Support Services. Correction of errors in customized Software will be billed at DTEX’s then-current service rates. Customers must not attempt to correct errors in the Software except under the direction of DTEX.
SOFTWARE UPDATES AND UPGRADES
DTEX will provide updates and/or upgrades to the Software that are commercially released during the term of the Agreement for no additional license fees; however, any installation, education, training or other services provided by DTEX may be subject to additional charges. Software updates and upgrades do not include any new Software modules that DTEX may from time to time introduce and market generally as a distinct licensed product (as may be indicated by DTEX’s designation of a new version number), which DTEX may make available to customers at an additional cost under a separate Order Form. Software updates and upgrades may not include or accommodate customized Software. DTEX will provide Support Services for the current Software release and one prior version of the Software (“Supported Versions”). DTEX is not obligated to provide Support Services for Software versions that are not Supported Versions or for problems or errors caused by or related to customized Software, or the addition of, or integration with, incompatible equipment/software; provided, however, that DTEX may, at its option, provide such support on a chargeable basis. New Software updates and upgrades are subject to the terms and conditions of the Support Services document. If a customer’s Support Services are terminated for any reason, the customer will not be entitled to any further Software updates or upgrades until Support Services are reinstated and the customer pays any applicable reinstatement fee. Nothing in this Support Services document obligates DTEX to develop or create Software updates or upgrades.
DTEX has no support or maintenance obligations with respect to (i) any Software that has been subject to misuse, failure to comply with applicable operating instructions, improper installation, repair alteration or damage, whether by the customer, by users or by third parties for which the customer is responsible, or (ii) any Software with respect to which the customer has failed to install the most recent Software release that, in the opinion of DTEX, would address the subject of the maintenance support issues raised by the customer.
SEVERITY LEVEL CLASSIFICATIONS, TARGETED RESPONSE AND RESOLUTION TIMES
DTEX will assign Severity levels and targeted response and resolution times in accordance with their current Support Services policies, together with a customer escalation process to facilitate unresolved customer issues. For DTEX Services customer originated deliverables the Severity Levels and Response/Resolution times in Tables 2 and 3 below will apply. DTEX originated deliverables will be provided based on the cadence outlined in your Service Description. The current DTEX Support Services severity level classifications and response and resolution policies are indicated in Tables 1 and 3 below. DTEX reserves the right to review and change these policies from time to time.
Table 1. Software Support Severity Levels
Table 2. DTEX Services Severity Levels
Table 3. Targeted Response/Resolution Times
DTEX AWS HOSTED SOFTWARE
The following applies to customers hosted by DTEX in Amazon Web Services.
DTEX is committed to maintaining the availability of the platform. Availability is defined as when the user interface for the Software can be logged into. It excludes any period of time that the Service cannot be logged into due to:
- Scheduled maintenance periods and necessary but unscheduled Emergency Maintenance;
- A failure in the Customer’s computing environment, computers, systems or the Internet;
- Factors outside of DTEX’s reasonable control; or
- Any action or inaction of Customer or a Customer user, administrator, or anyone acting on behalf of Customer.
Upon generally available release of a new DTEX Analytics Server version (Major or Minor) DTEX will provide an advanced upgrade notice to customers.
- DTEX will provide an expected upgrade window in non-business hours for the customer with a minimum period of 14 days.
- Customer to provide alternative upgrade window within 7 days if the proposed window is unsuitable. This window must be within 30 days of delivery of the upgrade notice.
Upgrade notice to include:
- Timeframe required for upgrade and testing.
- Release notes for upgrade.
DTEX will notify customer upon commencement and completion of upgrade. Should issues arise during the upgrade that cannot be resolved within the specified window the system will be restored and tested. During any outage data will cache on endpoints to ensure no loss of data.
DTEX conducts maintenance, including applying maintenance releases to customer environments on a regular basis. For regular maintenance tasks DTEX will schedule appropriate windows with the customer in non-business hours. This includes the application of maintenance releases. Should the need for Emergency Maintenance occur (for issues that in DTEX’s judgement may cause significant risk to the security or usability of the Software), DTEX will notify the customer as soon as is practical.
DATA VOLUMES AND RETENTION
The standard DTEX server specifications hosted on AWS (“DTEX AWS Specifications”) includes the following:
- DTEX servers will receive 6,500 (pre-server-side filtering) and store 5,000 (post-server-side filtering) activities per endpoint per day and will provide 60 days of on-server storage and 60 days of data backup in AWS.
- Total data available at any point for recovery is the prior 120 days of data.
- For customers deploying the Focused Observation module in AWS, storage and processing requirements allow for the number of concurrent recordings specified in your quote at a resolution of 1380 x 830 and up to 8 hours of recordings per endpoint per day. If the Customer selects a higher resolution or a greater than normal video capture time frame, it is the customers responsibility to reduce the number of concurrent recordings accordingly to avoid any potential performance or storage issues. Additional storage and processing can be specified at the Customer’s request.
- The DTEX solution provides granular configuration options and dashboards for use by Customer to actively review and control incoming data volumes from endpoints. After commissioning, Customer is ultimately responsible for ensuring per endpoint data volumes remain within acceptable limits as defined in the DTEX AWS Specifications. DTEX reviews and provides a default configuration in which the necessary filters are applied during commissioning. Should these filters be modified, or new data points introduced, such that the average data volume limit exceeds DTEX AWS Specifications, server performance may be adversely affected, and the agreed performance SLA will be void. Alternatively, the server architecture can be scaled to meet the additional data volume at Customer expense.
- The standard DTEX Analytics Server configuration allows for single node redundancy and commands to perform periodic backups of collected data. Any additional storage costs beyond DTEX AWS Specifications is Customer’s responsibility. No allowance for fail-over, or redundancy across AWS availability zones is provided in the standard specification.
- The DTEX platform provides a resilient data path such that if a catastrophic server failure were to occur, all endpoints with the DTEX Collector will continue to cache new data. Using the default endpoint settings, the cache is set to allow enough storage to ensure all new activities will continue to be collected during a server outage. If the standard backup and archive maintenance plans are followed, the maximum risk of data loss will be 24 hours. If the DTEX application in AWS experiences a down-time event, DTEX will ensure it is back up and running within two (2) business days. DTEX provides alternative architectures to support higher levels of availability than the standard reference architecture, the costs associated with any agreed architectures which exceed the standard specification will be Customer’s responsibility. Considerations for highly available architecture include geographic and data redundancy.
- Should the customer request for DTEX to retain data beyond the standard specification for operational reasons the expense of this retention will be passed onto Customer. In the event of DTEX retaining data for operational reasons the Customer will be responsible for the formal archiving and backup of data beyond the standard specification.