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Maintenance Services
Effective from December 8th, 2022
Company will provide Customer with the applicable Standard Maintenance Services or Enterprise Maintenance Services, detailed below in Exhibit A, as set forth in an Order Form and in accordance with the terms of the UpGuard Hosted Services Agreement.

Exhibit A Maintenance Services

This Exhibit A, which is a schedule to the UpGuard Hosted Services Agreement between Company and Customer, sets forth the terms and conditions under which Company will provide Maintenance Services to Customer. Capitalized terms used in this Exhibit A that are not defined herein have the meaning as set forth in the UpGuard Hosted Services Agreement.

I. Maintenance

Company will provide Customer with error corrections, bug fixes, patches and workarounds (collectively, “Error Corrections”) and updates, modifications and other enhancements (collectively, “Updates”) for the Services as generally made available by Company to its other customers of the Services at no additional cost. Company does not promise that it will provide any, or a certain minimum number of, Updates during the Term.  

II. Help Desk Support

Company will provide help desk support via telephone, chat, and email.  Help desk support consists of consultation in English with a qualified technician in regard to the proper use of the Services, the provision of Error Corrections for reported operating problems in the Services, and remedial software maintenance as required to restore the Services to operability.

III. Support Levels Response Times

Error Severity Level
Expression
Description
Time for Company to Acknowledge
Error Severity Level:
1
Expression:
Blocker
Description:
In this class, the errors lead to a complete loss of the productive system. It is no longer possible to carry out tasks which should be carried out through the use of the Services.
Time for Company to Acknowledge:
Standard Maintenance Services:
Not to exceed 2 Hours
Enterprise Maintenance Services:
Not to exceed 2 Hours
Error Severity Level:
2
Expression:
Critical
Description:
The production is significantly impaired or Company’s performance is greatly reduced.
Time for Company to Acknowledge:
Standard Maintenance Services:
Not to exceed 6 hours
Enterprise Maintenance Services:
Not to exceed 4 Hours
Error Severity Level:
3
Expression:
Major
Description:
The full use of the program functions is altered but alternative possibilities are available.
Time for Company to Acknowledge:
Standard Maintenance Services:
Not to exceed 12 Hours
Enterprise Maintenance Services:
Not to exceed 6 Hours
Error Severity Level:
4
Expression:
Minor
Description:
There are only slight or “cosmetic” problems but the Services’ performance is not affected.
Time for Company to Acknowledge:
Standard Maintenance Services:
Not to exceed 2 business days
Enterprise Maintenance Services:
Not to exceed 1 business day
  1. The Parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Support Level response times.
  2. Company will diagnose the issue and identify the severity level of any reported issues, and provide Customer a diagnosis of the applicable error.
  3. Company shall provide Customer regular updates of the nature and status of its efforts to correct (or, where, relevant, mitigate) any applicable errors.

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