Gold Support Terms

The following describes each party’s obligations with respect to Flexera's provision of Support to Licensee for Software. Any capitalized terms not defined herein shall have the meaning ascribed to them in the agreement.

  1. Flexera Community. Flexera will provide Licensee's access to Flexera's customer community page ("Community") which enables Licensee to create, track and update support cases, access Flexera's knowledge base, and engage in customer forums.
  2. Support Contacts. Any individual at Licensee who wishes to access Community must register on the Community site; only registered contacts may submit support requests.
  3. Telephone Support. Flexera support staff will be available for live-answer telephone and email support between the hours of 6:00 p.m. Sunday and 6:00 p.m. Friday Pacific Standard Time.
  4. Case Number. Upon receipt of a support request (and provided that the contact is a registered support contact), Flexera’s technical support team will create a case and provide the case number to Licensee within two (2) business hours.
  5. Severity Levels. Flexera, in accordance with the terms defined in this section, will assign a problem report under a severity level classifcation system. As used herin, the following definitions will apply:
    a. Severity 1 – Critical: A Severity 1 problem is a problem that causes an urgent, critical impact that materially impairs the performance of substantially all major functions of the Software or a Licensee Product. All Severity 1 issues MUST be reported via telephone.
    b. Severity 2 – Severe: A Severity 2 problem is a problem that causes an important or significant impact that materially impairs the performance of a major function of the Software or a Licensee Product.
    c. Severity 3 – Impaired: A Severity 3 problem occurs when the system is up and running and the problem causes only limited or insignificant impact. A Severity 3 problem is important to long-term productivity, but does not cause an immediate work stoppage.
    d. Severity 4 – Minimal: A Severity 4 problem occurs when the system is up and running and the problem causes only limited or insignificant impact or relates to a feature or function that is not important or infrequently used.
  6. Response Times. Flexera will endeavor to provide a response to Licensee’s request for technical support assistance per the applicable severity level, which will be measured from assignment of a case number (the “Initial Response”). As used herein, Initial Response will mean Flexera’s confirming receipt of an error from Licensee verifying the details of such error, and delivering to Licensee, if applicable, (a) a list of additional information reasonably required by Flexera, and (b) a description of the assistance reasonably required by Flexera from Licensee to assist in the evaluation of the report and diagnosis of the error or symptoms.
    a. Severity 1 – Critical: Flexera will provide an Initial Response within four (4) business hours and provide an update on the status every business day until an Action Plan is established.
    b. Severity 2 – Severe: Flexera will provide an Initial Response within four (4) business hours and provide an update on the status every business day until an Action Plan is established.
    c. Severity 3 – Impaired: Flexera will provide an Initial Response within eight (8) business hours and provide an update on the status every five (5) business days until an Action Plan is established.
    d. Severity 4 – Minimal: Flexera will provide an Initial Response within sixteen (16) business hours and provide an update on the status every five (5) business days until an Action Plan is established.

    An “Action Plan” is the initial diagnosis by Flexera of the errors or symptoms and identification of the schedule that Flexera expects to work towards in pursuit of resolving the identified problem.

    For the purpose of clarity, Flexera does not commit to resolving every error; Flexera will determine in its sole discretion whether to provide a resolution to the software issue or a temporary workaround for the software issue as it deems appropriate.
  7. Licensee Obligations. In order for Flexera to resolve a software issue, Licensee must provide Flexera’s technical support personnel with relevant information regarding the issue as reasonably requested by Flexera. Licensee is responsible for providing technical support to its end-users.
  8. Updates. Licensee is entitled to receive any Updates as a part of Support (“Updates”).
  9. End of Life. Support and Maintenance is available in accordance with Flexera's Life Cycle and End of Life Policy, which may be found at https://docs.flexera.com/eol/policy.htm
  10. Escalation. Should Licensee determine in good faith that Flexera is not meeting its obligations hereunder, Licensee may escalate any concerns or issues directly to Flexera’s Support Director for the region.
  11. Modifications to Support Terms. Flexera reserves the right to modify or change its support policies at its discretion.

Gold SaaS Support Terms

The following describes each party’s obligations with respect to Flexera's provision of Support to Licensee for SaaS. Any capitalized terms not defined herein shall have the meaning ascribed to them in the agreement.

  1. Flexera Community. Flexera will provide Licensee's access to Flexera's customer community page ("Community") which enables Licensee to create, track and update support cases, access Flexera's knowledge base, and engage in customer forums.
  2. Support Contacts. Any individual at Licensee who wishes to access Community must register on the Community site; only registered contacts may submit support requests.
  3. Telephone Support. Flexera support staff will be available for live-answer telephone and email support between the hours of 6:00 p.m. Sunday and 6:00 p.m. Friday Pacific Standard Time.
  4. Case Number. Upon receipt of a support request (and provided that the contact is a registered support contact), Flexera’s technical support team will create a case and provide the case number to Licensee within two (2) business hours.
  5. Staffing and Escalation. Support requests that are not resolved during the initial contact with a Flexera technical support analyst will be escalated to Flexera internal technical experts based upon the severity level. The support staff will manage escalated support requests according to the terms contained herein.
  6. Severity Levels. Flexera will reasonably prioritize support requests from Licensee according to the severity levels set for below.
    a. Severity 1 – Critical: Production use of the Cloud Software is stopped or so severely implacted that authorized end users cannot reasonably use it. Flexera will work continuously to resolve the support request until the support request is closed. Severity Lveel 1 issues must be reported by telephone.
    b. Severity 2 – High: Major Cloud Software documented features are unavailable with no workaround. Use of the Cloud Software can continue; however, productivity is significantly decreased. Flexera will work continuously to resolve the support request until the support request is closed. Severity Level 2 issues must be reported by telephone.
    c. Severity 3 – Medium: Major Cloud Software documented features are unavailable, but a workaround is available, or less significant Cloud Software documented features are unavailable with no reasonable workaround.
    d. Severity 4 – Low: Authorized end user requests information about the Cloud Software or an enhancement to the existing Cloud Software specifications. Use of the Cloud Software is available without being materially and adversely impeded.
  7. Response Times. Flexera will endeavor to provide a response to Licensee’s request for technical support assistance per the applicable severity level, which will be measured from assignment of a case number (the “Initial Response”). As used herein, Initial Response will mean Flexera’s confirming receipt of an error from Licensee verifying the details of such error, and delivering to Licensee, if applicable, (a) a list of additional information reasonably required by Flexera, and (b) a description of the assistance reasonably required by Flexera from Licensee to assist in the evaluation of the report and diagnosis of the error or symptoms.
    a. Severity 1 – Critical: Flexera will provide an Initial Response within thirty (30) minutes and provide an update on the status every business day until an Action Plan is established.
    b. Severity 2 – High: Flexera will provide an Initial Response within two (2) business hours and provide an update on the status every business day until an Action Plan is established.
    c. Severity 3 – Medium: Flexera will provide an Initial Response within four (4) business hours and provide an update on the status every five (5) business days until an Action Plan is established.
    d. Severity 4 – Low: Flexera will provide an Initial Response within eight (8) business hours and provide an update on the status every five (5) business days until an Action Plan is established.

    An “Action Plan” is the initial diagnosis by Flexera of the errors or symptoms and identification of the schedule that Flexera expects to work towards in pursuit of resolving the identified problem.

    For the purpose of clarity, Flexera does not commit to resolving every error; Flexera will determine in its sole discretion whether to provide a resolution to the software issue or a temporary workaround for the software issue as it deems appropriate.
  8. Licensee Obligations. In order for Flexera to resolve a software issue, Licensee must provide Flexera’s technical support personnel with relevant information regarding the issue as reasonably requested by Flexera. Licensee is responsible for providing technical support to its end-users.
  9. Updates. Licensee is entitled to receive any Updates as a part of Support (“Updates”).
  10. End of Life. Support and Maintenance is available in accordance with Flexera's Life Cycle and End of Life Policy, which may be found at https://docs.flexera.com/eol/policy.htm
  11. Escalation. Should Licensee determine in good faith that Flexera is not meeting its obligations hereunder, Licensee may escalate any concerns or issues directly to Flexera’s Support Director for the region.
  12. Modifications to Support Terms. Flexera reserves the right to modify or change its support policies at its discretion.