Maintenance & Support Policy and Terms
Table of Contents
- Overview
- 1. Terminology
- 2. Support Plans
- Reporting an Error
- Initial Response Time per Service Tier
- 3. Supported Software
- 4. Customer Responsibilities
- 5. Technical Support Limitations
- 6. Seraphic Service
- 7. End of Service
- 8. End of Life
- 9. Ownership and Proprietary Information
- 10. Contact Details
- 11. Standard Support Hours
Overview
Seraphic support consists of operational assistance and technical support in a reasonable judgment, during the term of Support procured by the licensor. Technical support will be performed in a timely and professional manner by qualified support engineers directly from Seraphic support team or via certified partners.
Seraphic Support generally includes:
- Direct access to technical support via web or email.
- Support for Severity 1, 2, 3, and 4.
- Access to Seraphic Support Online (support.seraphicsecurity.com) for 24×7×365 online technical support and access to software product and documentation downloads, fixes, patches, and other resources.
- Live remote diagnostic support allowing technical support engineers to troubleshoot an incident securely through a real-time remote-control tool or conference call.
1. Terminology
- Seraphic Support – maintenance and support for Seraphic standard software products.
- Documentation – specifications, user documentation, and technical manuals and guides provided by Seraphic with Seraphic software.
- Fixes – any change that Seraphic makes to the software, including changes made for purposes of maintaining system compatibility, error correction, improved operation and security and Workarounds.
- Updates – a release of a Seraphic software product, which may contain new software product functionality, code, or compatibility and incorporates all features and Fixes.
- Self-Service Support – access to Seraphic’s on-line Support tools, such as support website, technical guides, user forums and other support solutions.
- Upgrades – Error corrections, software product enhancements, Versions and Releases for the Seraphic software for which Seraphic Support is provided.
- Version – a release of a Seraphic software product that contains major changes in software product functionality, code, or compatibility and incorporates the previous Releases, Fixes and Updates.
- Workaround – an interim resolution of an incident and may include specific modifications to the software to address critical problems (sometimes also called “hot fixes”). In some cases, the incident addressed by the Workaround will be permanently resolved if it materially reduces the impact of an error or defect.
2. Support Plans
Seraphic will use reasonable efforts to meet the following service level objectives. Due to the complexities of technical environments, the table represents an estimate of response times only and actual response times may vary.
| Customer Service Tier | Standard | Premium | |
|---|---|---|---|
| Support and Response Time | Fixes, Updates, and Maintenance | V | V |
| Online Support | 9 to 5 Business Service Hours | 24×7 | |
| SLA – Response Time | • Critical – 4 hours • High – 8 hours • Medium/Low – next business day | • Critical – 2 hours • High – 4 hours • Medium/Low – next business day | |
| Telephone Support | V | ||
| Product Adoption & Enablement | Guided Onboarding | V | V |
| In-depth Training Sessions | V | V | |
| Value Realization | Designated Customer Success Manager | V | |
| Status Meetings: Periodic Value Delivery calls to review New Features, Security Findings, Trends and Reports | V | V | |
| Cadence Executive Business Reviews | V | ||
| Roadmap Session with Product Management | V | ||
| Annual Value Report | V | ||
Reporting an Error
Seraphic representatives shall receive customers’ support requests via a dedicated web support portal or an email, detailed with the application errors (“Support Request”). An “Error” means any verifiable and reproducible material failure of the software to perform the functions described in the software documentation. Seraphic will respond to such Support Requests based on the severity levels according to the customer service plan. Seraphic will use its best efforts to resolve the Error or provide a workaround for the Error.
Initial Response Time per Service Tier
A case severity level measures the impact of the technical issue on your systems. Accurately defining the problem and its severity ensures a timely and effective response by your Seraphic customer support team. The following severity will assist Seraphic customer support engineers in assigning the right resources to resolve all technical issues as efficiently as possible. Support response times for all Service Tiers are based on the incident severity and are addressed in the
table below.
| Severity Level | Description | Standard | Elite |
|---|---|---|---|
| 1 – Critical | An existing production Seraphic platform is down or there is a critical impact to an End User’s business operation without an applicable workaround. | Up to 4 business hours | Up to 2 business hours |
| 2 – High | The operation of customer’s existing Seraphic Platform is severely degraded or significant aspects of End User’s business operation are negatively impacted by unacceptable network or environment performance. | Up to 8 business hours | Up to 4 business hours |
| 3 – Medium/Low | Operational performance of End User’s Seraphic Platform is impaired, although most business operations remain functional or A minor problem or question that does not affect the software function. | Next business day | Next business day |
3. Supported Software
Seraphic Support is provided for:
- The latest Version or Release of the software made GA by Seraphic.
- Seraphic Support may be provided for one previous Version or Release that has not reached End of Service (“EOS”).
4. Customer Responsibilities
To receive Seraphic support, the customer must:
- Maintain a supported environment, which includes the current Versions and Releases of Seraphic software.
- All computer hardware, operating systems and third-party software associated with the affected Seraphic software must be maintained on the latest
recommended releases and version levels that Seraphic designates as compatible with the Seraphic software. - Technical support request must be reported to Seraphic support center including the following information and actions items:
- Incident severity level
- Software version
- A description of the problem or incident, and as available, log files/test case, memory dumps and file listings.
- Contact information, including email addresses and telephone numbers for technical personnel who are familiar with the problem or incident and your environment.
- Execute diagnostic methods if provided by Seraphic and inform Seraphic of the results.
- Communicate with Seraphic to verify the existence of the software problem and provide information about the conditions in which the problem could be duplicated.
- For Severity 1 incidents, Seraphic may require that a technical contact be continuously available while the incident is at a Severity 1 status to offer further documentation and resolution testing, for Seraphic to continue to progress on addressing the incident.
5. Technical Support Limitations
On-site maintenance and support services are not within the scope of Seraphic support.
Seraphic shall not be obligated to provide technical support for non-Seraphic software, Seraphic software that is not used in accordance with the product documentation, modifications to the Seraphic software, custom code provided by any third party or otherwise not part of the base software product functionality or problems associated with software products running on unsupported hardware, operating systems or third-party software, that do not meet Seraphic minimum requirements.
Seraphic shall not be responsible for any changes in your hardware or operating environment that may be necessary because of a Workaround or Fix. The customer acknowledges that any changes in the operating environment may detrimentally affect the performance of Seraphic software and, despite the technical support to be provided hereunder, Seraphic shall not be responsible for such effects upon, or any resulting degradation in performance of, the Seraphic software.
Consulting services are not provided as part of Seraphic standard maintenance & support contract. Seraphic Support does not include performing deployments, installations or rollouts including but not limited to deployment architecture design, review or validation, ongoing system operational duties or staff augmentation activities.
6. Seraphic Service
6.1.1. Service Uptime and Availability
Seraphic is committed to providing reliable and consistent service to ensure business continuity for its customers. Our services are designed with high availability in mind, utilizing robust infrastructure, redundancy mechanisms, and proactive monitoring to minimize downtime.
6.1.1.1. Uptime Commitment
Seraphic guarantees a monthly uptime of 99.9% for its services, excluding scheduled maintenance periods. This uptime commitment ensures that our platform is accessible and operational for customers, providing continuous protection and monitoring without service interruptions.
6.1.1.2. Measurement of Uptime
Uptime is calculated based on the following formula:
Uptime Percentage=((Total Time−Downtime)/Total Time)×100
Where:
- Total Time refers to the total number of minutes in each calendar month.
- Downtime refers to the total number of minutes during which the service was unavailable, excluding scheduled maintenance.
6.1.1.3. Scheduled Maintenance
Seraphic will occasionally conduct scheduled maintenance to ensure the continued performance, security, and reliability of the platform. These maintenance windows will be communicated to customers in advance, typically with at least 72 hours’ notice. Scheduled maintenance is performed during off-peak hours to minimize impact on customer operations and does not count towards downtime calculations.
6.1.1.4. Service Downtime and Reporting
Seraphic actively monitors the availability of its services and will notify customers in the event of an unexpected outage. Customers can also access real-time system status and uptime reports via the Seraphic Status Page. In the unlikely event of service disruption, our team will work diligently to restore service as quickly as possible.
7. End of Service
Seraphic may decide, in its sole discretion, when a Seraphic software product Version or Release will be designated EOS and what the end of service date (EOS Date) will be. Seraphic may also decide to withdraw support for a particular operating system, platform, application, or database by following the EOS process.
When a Version or Release reaches its EOS Date, no future development or Fixes will be provided for the Release or Version and Seraphic Support will cease. This does not affect any written obligations where Seraphic has previously agreed to provide you with maintenance and support for a specified period and such maintenance and support shall continue only for such specified period.
If a third party withdraws support for an operating system, platform, application or database, Seraphic may not be able to provide a longer period of EOS notice than that provided by the third party.
Notifications of software product status may include upgrade or migration path information. Notifications of Seraphic product status may be provided to you by
your Seraphic representative, by letter, fax, email; and/or by Seraphic posting such notifications on Seraphic Support Online.
8. End of Life
Seraphic may decide, at its sole discretion, when a Seraphic software product will be designated EOL and what the end-of-life date (“EOL Date”) will be. When a Seraphic software product reaches its EOL Date, no future development, Upgrades, Updates or Fixes will be provided for any Version or Release of the Seraphic software product and Seraphic Support for the Seraphic software product will cease. This does not affect any written obligations where Seraphic has previously agreed to provide you with maintenance and support for a specified period and such maintenance and support shall continue only for such a specified period.
Notifications of Seraphic software product status may include upgrade or migration path information. Notifications may be provided to you by your Seraphic representative, by letter, fax, email, and/or by Seraphic posting such notifications on Seraphic Support Online.
9. Ownership and Proprietary Information
Title to, ownership of, and all rights in the intellectual property, including but not limited to patents, copyrights, trademarks, and trade secrets in the Seraphic software, Seraphic Support and Documentation, any derivative works thereof, deliverables provided by Seraphic, and any goodwill accruing from the use of such Seraphic software, Seraphic Support, and Documentation, belong exclusively to and shall remain with Seraphic.
Licensee shall not make available or disclose such intellectual property to any third parties except as expressly permitted by these Policy and Terms, and shall take appropriate action, including by instruction or agreement with your employees who are permitted access to such information, to satisfy the obligations hereunder.
10. Contact Details
- Web address: support.seraphicsecurity.com
- Email address: [email protected]
11. Standard Support Hours
| Region | Time Zone | Days | Hours |
|---|---|---|---|
| US | EST | Mon–Fri | 09:00–18:00 |
| EMEA | GMT+2 | Sun–Fri | 09:00–18:00 |
Last updated: September, 2024
