Customer agrees that the following terms and conditions (“Terms and Conditions”) will govern the delivery of any support and/or maintenance services by Glassbeam (“Support”) listed on the Software License Agreement (the “Agreement”) signed by the Customer with Glassbeam or its authorized Reseller.  These Terms and Conditions are effective upon receipt and confirmation of acceptance of Customer’s purchase order by Glassbeam or an authorized reseller (the “Effective Date”).

Support Case Logging

Glassbeam is committed to providing rapid response to all support requests and reported problems. Issues are categorized at three levels:
 
There are three kinds of support programs offered by Glassbeam.      

Table 1

	Standard	Silver	Gold
Price	Included in Monthly Software Subscription Fees	15% of Monthly Software Subscription Fees	25% of Monthly Software Subscription Fees
Availability	5 Business Days M-F, 9AM - 6PM Pacific US Time Zone	7 Days M-S, 9AM – 6PM Pacific US Time Zone	24x7x365
Online Documentation1
Web Support2
Operational Dashboards3
Phone Support4

Footnotes:

1. Online Documentation implies online help and related training materials tied to each application and dashboards as applicable and available to any Named User accredited to use Glassbeam.
2. Web Support provides ability to open support cases by sending emails to support@glassbeam.com and be able to view status on Glassbeam Support Portal.  
3. Upon request, Operational Data will be provided to view data processing rates and application and dashboard usage of each Named User.
4. Phone Support is available at +1-408-740-4646. A ticket will be generated at the completion of a voicemail.

Support KPIs vary for each type of ‘Support Service Level’ and ‘Support Priority Level’ as follows: 

Table 2

	Support KPIs	Standard	Silver	Gold
P1	Response Time1   Resolution or Workaround Time2   Update Time3	1 Business Day4   5 Business Days   Weekly	4 Hours   2 Business Days   1 Business Day	2 Hours   1 Business Day   4 Hours
P2	Response Time   Resolution or Workaround Time   Update Time	5 Business Days   10 Business Days   Weekly	1 Business Day   5 Business Days   Business Day	4 Hours   48 Hours   1 Business Day
P3	Response Time   Resolution or Workaround Time   Update Time	2 Business Weeks   Monthly   As Needed	5 Business Days   10 Business Days   Weekly	1 Business Day    5 Business Days   1 Business Day

Footnotes:    

1. Response Time captures the time it takes to acknowledge a service issue or ticket.
2. Resolution Time or Workaround Time captures time taken to resolve the issue or find an acceptable workaround to an issue or ticket. P1 resolutions as software patches, if any, will be provided in the next release of the software version.
3. Update Time captures frequency of updates to the customer on an opened issue or ticket.
4. Day is defined as one of the days that falls within the ’Availability’ definition in Table 1.
    

Product enhancement requests are not subject to the above SLAs. They are handled by Product Management and are released in subsequent releases as and when prioritized (based on Support Service Level as stated in Table 1).

Glassbeam reserves the right to change the priority of any issue depending on further investigations and platform components in which issues are isolated. This is true especially if the issues are isolated into 3rd party components being used by Glassbeam platform. Glassbeam shall use its reasonable efforts to meet the forging SLAs but does not guarantee the same shall be effectuated in all instances and shall have no liability of any kind with any failure to meet any of the forgoing SLAs unless specified in the Agreement.

Support Ticket Escalation Process

The Response Time SLA is defined in Table 2. Glassbeam has a triage process through which the support issues are looked at every day. Tickets not acted upon within their SLA are automatically escalated. The escalation path is as follows:

1. Customer Success Manager (CSM) or Solutions Engineer
2. Solutions Manager
3. VP Engineering or VP Technical Services
4. CEO

To expedite the support resolution process, Glassbeam may require Customer to provide key information such as general description of the operating environment through which they are accessing the Glassbeam service, network access restrictions of the environment, a reproducible test case or steps to reproduce the issue, log files, trace and/or systems files. The customer’s failure to provide this information in a timely fashion may prevent Glassbeam from identifying and fixing that purported defect under specific SLA.

 Exclusions

Glassbeam will have no obligation to provide support for issues arising out of any of the following scenarios:

• Log collectors installed by the Customer and not provided by Glassbeam.
• Use of the Software other than as authorized in the Agreement.
• Any pre-processing or post processing code written by Customer to manipulate logs or data before being sent to Glassbeam.
• Third party products used by customers integrating (or using) data from Glassbeam.
• Customer-related network outage

Term

These Terms and Conditions will commence on the Effective Date and shall continue for the period of time set forth under the Agreement, including any extensions thereof.

Force Majeure

Glassbeam will not be responsible for any failure or delay in its performance under these Terms and Conditions due to causes beyond its reasonable control, including, but not limited to, labor disputes, strikes, lockouts, shortages of or inability to obtain labor, energy, raw materials or supplies, war, acts of terror, riot, acts of God or governmental action.

THESE TERMS AND CONDITIONS CONSTITUTE A SERVICE CONTRACT AND NOT A PRODUCT WARRANTY. THIS IS AN ADDITIONAL PART OF THE AGREEMENT AND DOES NOT CHANGE OR SUPERSEDE ANY TERM OF THE AGREEMENT EXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.

Glassbeam Support Terms & Conditions

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