The following technical support services guidelines (“Guidelines”) apply to agreements where Server24 provides Server24 Cloud Platform (as described at https://www.server24.eu/service-terms/) and related technical support to Customer (as amended from time to time, the “Agreement”). Capitalized terms used but not defined in these Guidelines have the meanings given to them in the Agreement.
Regardless of any other statement in the Agreement or these Guidelines, Server24 does not offer Technical Support Services (“TSS”) to Customer for scripts and software installed by the Customer.
1. Generally. As part of Customer’s purchase of SCP Services, Server24 will provide Basic Support to Customer. Customer may order additional TSS for an additional fee.
2. Basic Support. Customer will receive automatic Services upgrades and Maintenance updates, support for billing inquiries, and access to documentation, white papers, online best practices guides, and community forums.
3. Support Request Submission.
3.1. First Line Support. Customer will provide first-level support to Customer End Users. Server24 will provide second-level support to Customer’s Designated Contacts only.
3.2. Customer Efforts to Fix Errors. Prior to making a request to Server24, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Server24. Thereafter, Customer may submit a Request for TSS.
3.3. Characterization of Requests. Customer designates high/medium/low priority upon submission of Requests. Server24 will review Customer’s priority designation and may change designations that Server24 believes are incorrect. Any such determination made by Server24 is final and binding on Customer.
3.4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist Server24 Support Personnel as may be required to resolve a Request. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Server24 on the support Request experience.
3.5. Request Acknowledgement. Server24 may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Server24 may be unable to provide answers to, or resolve all Requests.
3.6. Feature Requests. If Server24 deems a Request to be a Feature Request, Server24 will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Server24 is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.
3.7. Building Applications. For clarity, Server24 has no obligation under these Guidelines to: (i) write, build or improve any software Applications, or write code to facilitate Applications; (ii) configure the Services for Customer; or (iii) design, build or review Customer infrastructure.
3.8. Pre-General Availability Offerings. Server24 has no obligation to provide TSS for Pre-GA Offerings, but will consider Requests relating to Pre-GA Offerings on a case-by-case basis.
4. Accessing Support.
4.1. Setting Designated Contacts. Customer-designated support admins may add Designated Contacts to its Account. Solely with respect to Silver, Gold, and Platinum TSS, if Customer wishes to change its Designated Contacts, it will notify Server24 via the Server24 Support Tool at least five Business Days prior to the change, as applicable.
4.2. Support Hours and Target Initial Response Times. Server24 will process Requests during the Hours of Operation, unless otherwise indicated in these Guidelines. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day. Target initial response times are based on the subscribed support level.
5. Maintenance. To ensure optimal performance of the Services, Server24 performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Server24 expects planned Maintenance to negatively affect the availability or functionality of the Services, Server24 will use commercially reasonable efforts to provide at least seven days’ advance notice of the Maintenance. In addition, Server24 may perform emergency unscheduled Maintenance at any time. If Server24 expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Server24 will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Server24 Support Tool or via an email to the Notification Email Address.
6. Language Support Generally. All support provided by Server24 pursuant to these Guidelines will be provided in the English language.
7. Support Data Processing Activities. Server24 collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.
8. Technical Account Management (TAM). As part of the Platinum, Enterprise and Premium Support offerings, Customer will receive access to a named Technical Account Manager for 1 day per week. Additional access to Technical Account Management may be purchased, subject to additional fees and terms. Technical Account Management includes: (a) assistance in developing a cloud strategy with respect to the Services, (b) best practices guidance on implementing and using the Services, and (c) management of technical support escalations and coordination with Server24 subject matter experts to address technical inquiries related to the Services.
9. Professional Services. In addition to the support and maintenance services described above, Server24 may provide limited advisory services to Customer under these Guidelines in accordance with an order form executed by Server24 and Customer and datasheets associated with the services. Additional fees may apply. Advisory services are recommendations only. Customer is responsible for the results achieved when determining whether to implement recommendations from Server24. Server24 may deliver recommendations to Customer in the form of a working paper or report, which Customer may use, modify and reproduce for its internal business purposes. Server24 will not otherwise license any intellectual property to Customer as part of the advisory services provided under these Guidelines. Any other advisory, professional or implementation services will be subject to the terms of a separate agreement between Server24 and Customer.
10. Collaborative Support. In recognition that Customer may deploy and use Services that are offered in connection with or that rely upon a range of third party hardware and software components and computing platforms, resolving Requests may sometimes require input from third party providers who have qualified to participate in the Server24 Cloud Platform collaborative support program (such providers, “Collaborative Support Partners”). Server24 will, in its reasonable determination, identify to Customer any Requests that require the involvement of Collaborative Support Partner(s). Server24 may include Collaborative Support Partners in support communications with Customer, subject to the following terms:
10.1. Customer may only receive support from a Collaborative Support Partner if Customer has a valid support agreement in place with that Collaborative Support Partner. Neither these Guidelines nor the Agreement grant to Customer any right to receive support services from Collaborative Support Partners.
10.2. Server24 will include Collaborative Support Partners in direct support communications with Customer solely at Customer’s direction. Server24 Support Personnel will only reach out to a Collaborative Support Partner after receiving Customer’s consent.
10.3. When Customer consents to include a Collaborative Support Partner in an ongoing support case, Customer consents to Server24 providing that Collaborative Support Partner with Support Data Server24 reasonably deems relevant to the Request, including Customer’s name, contact information, and a description of the Request. When Customer directs Server24 to engage a Collaborative Support Partner, the Collaborative Support Partner acts as an independent contractor of the Customer, not Server24. The Collaborative Support Partner, not Server24, is solely responsible for the processing and use of any information, including Support Data, provided to that Collaborative Support Partner in the course of providing support services.
11. Resold Customer. A customer (a “Resold Customer”) of a Server24-authorized unaffiliated Server24 Cloud Platform reseller (a “Reseller”) may purchase Server24-supplied technical support services that are approved and enabled for resale through the Reseller (“Resold TSS”), provided that:
11.1. the prices and fees for Resold TSS, and the terms applicable to Resold Customer’s use of Resold TSS, are agreed as between Resold Customer and the Reseller;
11.2. any payment for Resold TSS is made directly to Reseller under Resold Customer’s applicable agreement with the Reseller; and
11.3. Server24 will not provide Resold Customer any billing inquiry support on the Services.
12. Additional Definitions.
12.1. “Application” has the meaning given in the Agreement or, if not such meaning is given, has the meaning given to “Customer Application” in the Agreement.
12.2. “Business Day” means any day during the Hours of Operation.
12.3. “Customer End User” has the meaning given in the Agreement or, if no such meaning is given, has the meaning given to “End Users” in the Agreement.
12.4. “Designated Contacts” means administrators or technical employees designated by Customer or Reseller (if Customer is accessing TSS as a customer of a Reseller) who are allowed to contact Server24 for technical support.
12.5. “Feature Request” means a Request by a Designated Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.
12.6. “Server24 Support Tool” means the Admin Console or a support tool located at a URL (as may be updated from time to time) provided by Server24.
12.7. “Server24 Support Personnel” means the Server24 representatives responsible for handling Requests.
12.8. “Hours of Operation” means 17:00 on Sunday to 17:00 on Friday Pacific Time Zone, except for holidays in local time for each region documented in the Server24 Support Tool.
12.9. “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.
12.10. “Notification Email Address” has the meaning given in the Data Processing and Security Terms.
12.11. “mission critical priority” means impact to operating environments that have been provisioned to support Mission Critical Services.
12.12. “critical priority” means Critical Impact – Service Unusable in Production.
12.13. “high priority” means High Impact – Service Use Severely Impaired.
12.14. “medium priority” means Medium Impact – Service Use Partially Impaired.
12.15. “low priority” means Low Impact – Service Fully Usable.
12.16. “Priority” means “mission critical priority”, “critical priority”, “high priority”, “medium priority” or “low periority” depending on the level of impact a Request is having on Customer’s operations and is used to establish initial target response times.
12.17. “Request” means a request from a Designated Contact to Server24 Support Personnel for technical support to resolve a question or problem report regarding the Services.
12.18. “Reseller” has the meaning given to it in Section 11 (Resold Customer) in the General Support Service Terms of these Guidelines.
12.19. “Support Data” means account details and the information that Customer provides to Server24 for the purpose of obtaining TSS under these Guidelines, including requests for support and the details provided to Server24 about the specific support issue.
12.20. “Support Role” means the level of support available to a Designated Contact under Role-Based Support, as defined by one of two tiers (Development or Production) and as designated by Customer in accordance with Section 1 (Support Roles) of the Role-Based Support terms.
12.21. “Value Add Services” means additional TSS available to Customer for an additional fee.