Support and Maintenance, Standard Operating Policies.
Updated: 20220203
The terms and conditions in the Master License and Services Agreement between Netadmin and Licensee govern each party’s obligations and rights and these Policies are subject to that Agreement:
Support Terms
1. Definitions
“Add-On” is an umbrella term for something that extends the Product, existing Capability or Add-On, or new functionality, e.g. IP Log, Ticket SLA and GeoMaps.
“Capability” is the name used to describe the basic functionality areas in a Product, i.e. Order Management, Provisioning, Network Interface Controller, Resource Inventory, Ticket Management and Monitoring.
"Defect" means a condition in the Software that causes the Software to fail to function in compliance with the written functional and technical specifications provided by Netadmin Systems for the Software. A Defect must be possible to reproduce in any installation with the same version and Patch level.
“Documentation” means the specifications, system requirements, written operating instructions (including online instructions), release notes, training materials, maintenance and service level standards, and user guides and manuals for the Software, as may be published or made available from time to time, and any other documentation created pursuant this Agreement.
"Eligible Callers" means the personnel appointed by Licensee as technical staff who will provide support to Licensee’s organization. Said appointed personnel shall be the only contact persons allowed to communicate with the Authorized personnel in the performance of this Maintenance Agreement. The people on the Eligible Callers list acts as super users for the Licensee and need to be allowed to place Orders on behalf of the Licensee. It is highly recommended that these people receive continuous training and hands on experience with the Software.
“OpenVPN” is an open source software application that implements virtual private network (VPN) techniques for creating secure point-to-point or site-to-site connections in routed or bridged configurations and remote access facilities.
“Order” means a request from Licensee that Netadmin Systems perform one or more Services under this Agreement. Orders under this Agreement are performed using the T&M (Time and materials) model.
“Major Release” means the first generally available release of a new version of the Software which contains substantial changes or enhancements. A new Major Release is denoted by a change in the number to the right of the first decimal point (e.g. version 9.0 to 9.1).
“Minor Release” means a subsequent release of the Software. A minor release includes fixes or enhancements to the previous Major Release of the Software. A new Minor Release is denoted by a change in the number to the right of the second decimal point (e.g. version 9.0.1 to 9.0.2).
"Patch" is one or several Defect corrections of the Software. A Patch can also include minor functionality enhancements to the Software.
“Problem” means any non-Defect issues Licensee has with the installed Software or Solutions. Will often lead to an Order.
“Product” means stand-alone software sold by Netadmin, e.g. Netadmin 8.X and Netadmin Nine.
“Product Generation” means the first generally available release of a new generation of the Software which contains major changes or enhancements. A new Product Generation is denoted by a change in the number to the left of the first decimal point (e.g. version 8.7 to 9.0).
“Software” is an umbrella term used to describe the Products, Capabilities and Add-ons referred to in the applicable Order Form(s) and any updates, upgrades, or bug fixes as may be provided from time to time pursuant to this Agreement or any associated agreement;
“Solution” means the result, e.g. code, Documentation or Specifications produced as part of a Services commitment by Netadmin Systems to Licensee. This includes but is not limited to Drivers, Reports, Jobs, Configuration, Integrations, Assemblies and Templates. Solutions can also be known as “configuration items” or “customer specific”.
“Specifications” means Netadmin Systems written descriptions of the Software, release notes, and any other specifications related to the Software as contained in the Documentation.
“Support Ticket” means a written report compiled by Licensee and sent to Netadmin Systems via the Support Portal, for the purpose of indicating/reporting Defects, Problems, Orders or other items applicable to this Agreement.
“Support Portal” means the web based portal with address https://support.netadminsystems.com that is used for all communication between Licensee and Netadmin Systems under this Agreement.
“Upgrade” is a functionality enhancement of the Software and includes all Patches released by Netadmin Systems since the previous launched Upgrade. Upgrades means a new release with improvements or new functionality to the Software. The version of the new Software will indicate the scope of the changes made according to the definitions Minor Release, Major Release and Product Generation above.
“Workaround” means a commercially reasonable temporary solution to a Defect.
2. Remote Access
In order to fulfill the obligations in this Agreement, Netadmin Systems requires direct access and Administrator/root level privileges to all servers running the Software. This access shall be in the form of the OpenVPN solution provided by Netadmin Systems.
3. Hours of Operation
Support Tickets can be logged by Eligible Callers via the Support Portal. A unique ticket number will be assigned and the Licensee will be sent a confirmation via email.
Normal support hours are 9.00 AM to 5 PM (CET) Monday to Friday, Swedish public holidays excluded.
4. Supported Versions
The Services in this Agreement are provided for the current Major Release (and all associated Minor Releases) and the previous Major Release of the Software. Services are provided for a minimum period of 12 months following the availability of a subsequent Major Release within the same Product Generation, or for a minimum period of 36 months following the availability of a subsequent Major Release in new Product Generation. See the Netadmin Systems website for a list of currently supported versions.
5. Installation and Configuration
Installation and configuration of Patches and Upgrades are not included in the fee for this Agreement. If installation and/or configuration are requested, Netadmin Systems may provide such services on a Time and Material basis at the then prevailing prices for such services. Modifications needed to upgrade Solutions are not included but can likewise be provided.
6. Support Ticket Procedure
Licensee shall notify Netadmin Systems of problems, questions and requests by creating a Support Ticket. The Support Ticket shall be posted via Netadmin Systems Support Portal at https://support.netadminsystems.com and shall include the information described therein.
The Support Portal may be updated with new information requirements at any time, and different Support Tickets may require different information.
Netadmin Systems will acknowledge receipt of the Support Ticket in the support portal by issuing:
- a unique Support Ticket identification number
- a confirmation of the Support Ticket and how it will be classified and handled.
There are four main classifications of Support Tickets, and this classification controls how the Support Ticket is handled. Note that a Support Ticket may change classification during its lifecycle, Licensee shall always be notified of such change of classification.
| Support Ticket Classification | Expected Outcome |
|---|---|
Defect. |
Patch for the affected Software. |
Question. |
Answer. |
Order |
Solution |
Problem |
Can lead to any of the above, but often Defect or Order. |
Netadmin Systems reserves the right to cancel a Support Ticket under the following circumstances.
- The installation in question have uninstalled Patches that Netadmin Systems believe could affect said Support Ticket
- The Support Ticket does not originate from a verified member of the Eligible Callers list of the Licensee
- Licensee is in breach of this or related Agreements.
7. Support Tickets that need investigation
If a Support Ticket describes a suspected but not directly reproducible Defect, Licensee receives up to 4h of investigation/troubleshooting per filed Support Ticket. If no conclusion can be drawn after this period the Licensee will be contacted and asked on how to proceed. Investigation beyond this period is charged per hour after acceptance by Licensee at the then-prevailing prices for such services.
8. Defect Priority Classification
Based on the content of the Support Ticket and with input from the Licensee, Netadmin Systems will give each confirmed Defect one of the following priority classifications:
I. Priority Critical
II. Priority Major
III. Priority Minor
IV. Priority Cosmetic
Netadmin Systems may also change a classification suggested by Licensee, or previously set by Netadmin Systems, if in Netadmin Systems reasonable opinion an unmotivated high classification is suggested or currently set. Change of classification should always be notified to Licensee. Should Licensee feel that Netadmin Systems sets an, according to them, unmotivated low classification, Licensee has the right to request an escalation to VP Operations.
Since a classification can be subjective, the Support Portal will contain examples of each priority. Examples of such classifications will be added continuously to provide a clear and common ground for such classifications.
9. Defect Response Time and Progress Update.
Netadmin Systems shall confirm receiving a Support Ticket from Licensee and action shall be initiated within the below stated time frames. Netadmin Systems further undertakes to use reasonable commercial effort to solve and/or remedy a confirmed Defect within the time frames stated below.
- Initial Response: time needed to handle a Support Ticket in order to provide either a first response, or an action plan. An initial response log is tracked in the Support Portal.
- Progress Update: State of progress according to the steps described within the action plan. The progress update is evidenced by a communication between Netadmin Systems and Licensee and a log is tracked in the Support Portal.
- Resolution Objective: All Support Tickets filed by Licensee and considered as Defects must be categorized under the chapter “Defect Priority Classification” of this Agreement. Both parties agree on the following for initial response, progress Update and Resolution Objective.
| Priority | Initial Response | Progress Update | Resolution Objective |
|---|---|---|---|
Critical |
4 hours within Business Day |
1 business day |
Netadmin Systems will use reasonable commercial efforts to provide a workaround or deliver a plan for action/solution for the Defect as soon as possible, and not later than within 2 business days. This plan describe either: - workaround or |
Major |
1 Business Day |
3 business days |
Netadmin Systems will use reasonable commercial efforts to provide a workaround or deliver a plan for action/solution for the Defect as soon as possible, ant not later than within 4 business days. This plan describe either: -workaround or |
Minor |
2 Business Days |
5 business days |
Netadmin Systems will use reasonable commercial efforts to deliver a plan for action/solution for the Defect in 10 business days. This plan describe either: - workaround or |
Cosmetic |
N/A |
10 business days |
Netadmin Systems will use reasonable commercial efforts to deliver a plan for action/solution for the Defect in 15 business days. This plan describe either: - workaround or |
The above timeframes start from the effective receipt of a Support Ticket by Netadmin Systems with all the necessary and appropriate information attached for Defect reproducibility. This includes but is not limited to:
- Access to Licensee servers/systems needed to troubleshoot the issue
- Access to a qualified Licensee representative capable of providing information on how to reproduce the issue and give relevant information about changes in the system and/or network
(see Eligible Callers). - Authorization to perform on-the-spot updates to services and install related software and tools to assist in troubleshooting.
Netadmin Systems is not responsible in the case that Licensee, its subsidiaries, or related entities, or 3rd party entities intentionally hinder in any way Netadmin Systems ability to access the Licensee system for support or troubleshooting at reasonable times. Netadmin Systems is also not responsible if Licensee does not follow the reasonable course of action recommended by Netadmin Systems. Netadmin Systems shall have no liability for any time it takes for Licensee to make a decision to follow Netadmin Systems recommendations. Delays directly attributable to Licensee actions or inactions in the response period and solution period will not result in any liability or fault of Netadmin System.
If a Defect is reported outside Hours of Operation, Netadmin Systems will respond within such time calculated from the beginning of the succeeding period of Hours of Operation and any response time shall be calculated only during such Hours of Operation. Response time of a Support Ticket is suspended when placed on Licensee awaiting information and/or acceptance.
Note that non-Defect Support Tickets are handled on a best effort basis.
10. Escalation
Confirmed priority “Critical” Defects shall immediately be escalated to Netadmin Systems VP Operations. Change of the “Defect Priority Classification” can be escalated to VP Operations, if so requested by Licensee.
11. Third Party Upgrades
With any upgrades to hardware (switches, etc.), or interfaces (middleware, APIs) from any third party suppliers, Licensee will be required to re-test the solution for acceptance based on the original Acceptance Criteria PRIOR to live deployment.
12. General Conditions / Limitations
Netadmin Systems is not responsible for problems notified by Licensee to Netadmin Systems that result from any breach and/or error caused by: (a) any change to the Software made by any party other than Netadmin Systems; (b) accident, neglect, or misuse by any party other than Netadmin Systems; (c) Licensee’s failure to provide a suitable installation and/or operating environment for the Software; (d) software, hardware, firmware, data, operating environment, and/or technology not licensed or specified by Netadmin Systems; (e) any telecommunications medium used by Licensee; (f) Licensee’s own computer system; and/or (g) failure of Licensee and/or user to comply with the Documentation.
Netadmin Systems is not responsible for patching, monitoring or maintaining the Operating Systems on the servers hosting the Software, nor the security of said servers.
Netadmin Systems is not responsible for problems related to Licensee’s failure to comply with installation requirements or server specifications.
This Agreement is valid for one installation of the Software.
Netadmin Systems reserves the right to charge Licensee for all action taken required by Licensee outside the scope of this Agreement at the then prevailing prices for such services.
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