Support
SCHEDULE A
SOFTWARE & PRICE SCHEDULE
(This information is included in the SOW)
This Schedule A documents the software licenses and services being purchased by Customer from Avancer under the terms and conditions of the Agreement. In the event of a conflict between the Agreement and this Schedule, the terms of this Schedule shall control.
Description of the Licensed Software
Customer shall receive a annual license to use the Software with up to _______ Identity except if terminated in accordance with Section 11 of the Agreement.
The Identity Bridge Software shall include the following:
• ________________________________
• ________________________________
• ________________________________
Payment Schedule:
Upon execution of the Schedule, Avancer will issue an invoice for the Total Price and Customer agrees to pay in accordance with the terms of the Agreement.
Implementation Services
___ days of Implementation Services for work as defined in the Statement of Work attached as Schedule C are included in the price above. Reasonable, necessary and documented travel and living expenses (“T&E”) are not included. Avancer will invoice Customer for such actual T&E on a monthly basis as the services are performed or Avancer can follow Customer travel policy.
Additional Implementation Services are available per quote on a time and material basis. Avancer will invoice for such services and T&E on a monthly basis as such services are performed.
Training Services
_________days of Training Services are included in the price above. Reasonable, necessary and documented T&E are not included. Avancer will invoice Customer for such Training Services and actual T&E on a monthly basis as the services are performed.
Support and Maintenance Services
Standard Support & Maintenance is included for the duration of subscription.
Notes
All pricing is in U.S. Dollars and is strictly Customer/Avancer confidential.
SCHEDULE B
SUPPORT AND MAINTENANCE
1. Support and Maintenance Services
Customer shall be entitled to purchase Support and Maintenance Services at an annual rate as stated in Section 4 below. Support and Maintenance Services entitles Customer to the following:
(a) Telephone or electronic support in order to help Customer locate and correct problems with the Software.
(b) Bug fixes and code corrections to correct Software malfunctions in order to bring such Software into substantial conformity with the operating specifications.
(c) All extensions, enhancements and other changes that Avancer, at its sole discretion, makes or adds to the Software and which Avancer furnishes, without charge, to all other licensees of the Software who are enrolled in Software Support and Maintenance.
(d) Replacement of the Software at no charge if the media becomes destroyed or damaged so that the Software becomes unusable.
2. Response and Resolution Goals
• “business hours” coverage (Monday-Friday, 8am-6pm CST / CDT excluding U.S. Holidays)
• “Problem” means a defect in Software as defined in Avancer’s standard Software specification which significantly degrades such Software.
• “Fix” means the repair or replacement of Software component in the form of a patch or e-fix to remedy Problem.
• “Workaround” means a change in the procedures followed or data supplied by Customer to avoid a Problem without substantially impairing Customer’s use of the Software.
• “Respond” means acknowledgement of Problem received containing assigned support engineer name, date and time assigned, and severity assignment.
3. Accessing Support
Avancer offers several ways to resolve any technical difficulties. In addition to online help in the Software, which can be accessed by clicking the “Help” tab when logged into the Software, function-specific help information can also be accessed throughout the Software using the ‘?’ option.
Avancer IdentityBridge Confidential Information 9 of 9 Ver. (02202021)
Our online support portal (https://support.avancercorp.com/) is used to manage your cases and includes:
• Logging tickets and viewing status of previously submitted tickets
• Submitting new product enhancements (Ideas)
• Support Policy documentation
• Reporting
The support email address is support@avancercorp.com.
4. Annual Support and Maintenance Services
Standard Support & Maintenance is included for the duration of subscription.
5. Scope of Coverage. The same level of Support and Maintenance Services shall apply to all licensed Software at the installation site and Customer shall keep all licensed Software it has acquired at an installation site under current contracted Support and Maintenance Services in order to receive the maintenance update services.