Support Terms

FCASE offers Support and Maintenance included with your Licence or for purchase on an annual basis.  Support provides a resource for a customer to receive answers to questions regarding installation, standard product configuration and usage of the FCASE products.  Maintenance entitles the customer to download and use the most recent versions of the FCASE products it has purchased.  The following defined terms are used to describe the Support services and Maintenance:

  1. Definitions

“Business Hours” means regular operating hours, excluding company holidays, where support coverage is available for each geography.

“Error” means a reproducible failure of a properly licenced, implemented, and used FCASE product to perform in substantial conformity with its accompanying documentation.

“Incident” means a single Support issue, generally an Error, with an FCASE product and the reasonable effort needed to resolve it.

“Maintenance” means the provision of Updates and Upgrades for the FCASE products.

“Phone Support” means Support that is initiated via a call-back feature on the FCASE Support portal.

“Priority Level 1” or “P1” means an Incident where, notwithstanding proper installation and use of the FCASE product(s): (a) a substantial portion of the FCASE product(s) does not operate and cannot be restarted; (b) there is an Error in a major programme function that renders such major programme function completely unusable; or (c) there is an Error that causes a third-party, mission-critical application to be unstable.

“Priority Level 2” or “P2” means an Incident where, notwithstanding proper installation and use of the FCASE product(s), there is an Error in a major programme function causing significant impact to the FCASE product(s) such that the FCASE product(s) is difficult but not impossible to use.

“Priority Level 3” or “P3” means an Incident where, notwithstanding proper installation and use of the FCASE product(s): (a) there is non-critical degradation of performance or function in the FCASE product(s); or (b) there are minor intermittent problems in the FCASE product(s).  A commercially reasonable workaround may be available.

“Priority Level 4” or “P4” means all requests for an enhancement to, information, questions, or documentation issues concerning one or more FCASE products or Errors with little or no effect on normal operation of the FCASE product(s).

“Support” means the FCASE provided customer service designed to resolve Errors and Incidents in the installation, configuration and usage of the FCASE products, but does not include any type of assisted deployment, design particular to bespoke requirements, or assistance with third party applications being used in conjunction with the FCASE products.

“Support Portal” means the Support website located at: https://www.fcase.io/support

“Update” means bug fixes, minor enhancements and patches that are used to update the FCASE products.

“Upgrade includes major releases of products that replace a prior version of that product. Customers with active Support and Maintenance may install and use any Updates and Upgrades of the products for which they have purchased Support and Maintenance.

  1. Support Levels

The FCASE Support programme has several levels that are determined by the FCASE products the customer purchases.  Each FCASE product qualifies for a certain number of Support points. The sum of all the Support points of the FCASE products under active Support and Maintenance determines the level of Support the customer receives. The levels of Support are as follows:

  Basic Premier Dedicated
Updates & Upgrades Yes Yes Yes
Online Incident Submission Yes Yes Yes
Phone Support No Yes Yes
24×7 Phone Support No No Yes
Technical Contacts 1 2 4

 

  1. Incident Submission & Processing

A customer may submit Incidents 24 hours per day, 365 days per year via the online Support Portal located at:

https://www.fcase.io/support

A customer may also report Incidents by phone during Business Hours via the Support Portal.

Business Hours and company holidays for the FCASE Support centres are located at:

https://www.fcase.io/support

FCASE will try to direct the customer to a Support centre or an Authorized Reseller within their corresponding geography (Americas, Europe, Middle East, and Africa, or the Asia Pacific region) and responses from FCASE Support will be delivered during Business Hours for that geographic region.

When notifying FCASE of any Incident, customer must provide FCASE with detailed information about any suspected Error(s), including an example, the context in which it was encountered, details of customer’s system configuration, and the steps necessary to generate or reproduce the Error. The priority level of an Incident shall be determined by FCASE in its sole discretion (using the priority definitions described in these terms).

  1. Technical Contacts

The customer will provide technical contacts to FCASE as reasonably required by FCASE. The customer’s designated technical contacts will be responsible for interfacing with FCASE Support personnel. Each technical contact must be familiar with the FCASE products and be capable of performing basic administrative functions. The customer may change its designated technical contacts on written notice to FCASE.

  1. Response Times

    FCASE will respond to and set internal resolution priority for each reported Incident within the following initial response time targets in Business Hours:

  Basic Premier Dedicated
P1 – Critical 8 4 2
P2 – High 16 8 4
P3 – Medium 48 24 12
P4 – Low 72 48 24

To be eligible for the response times above, a customer must submit P1 or P2 Incidents to FCASE by phone.

Customers with 24 x 7 Phone Support entitlement will have access to Phone Support outside of Business Hours for P1 issues via the online Support Portal. FCASE will route calls via a follow-the-sun model and initial response time targets will apply 24×7.

  1. Renewal of Support and Maintenance

Support and Maintenance is offered on an annual basis and must be renewed prior to the expiration of the then-applicable Support and Maintenance term. If payment for a renewal term is not received prior to the expiration date of the existing term, FCASE reserves the right to suspend access to Support and Maintenance until payment is received.

  1. Reinstatement of Support and Maintenance

If a customer has terminated or allowed Support and Maintenance to lapse or expire and would like to reactivate Support and Maintenance, the customer must pay a fee equal to the total fees retroactive to the date of lapse or termination, a reinstatement fee, and a fee for the then commencing Support and Maintenance term.

  1. Termination of Support and Maintenance

If a customer elects to not renew Support and Maintenance, the customer must provide thirty (30) days written notice prior to the end of the then-applicable Term.

  1. Support Exceptions

FCASE shall be under no obligation to furnish Support for any FCASE products to the extent that such Support is necessary or desired as a result of: (i) the operation of the FCASE products in environmental conditions or configurations outside those described in the FCASE documentation; (ii) customer’s failure to upgrade or update the FCASE products to a supported version as specified at: https://www.fcase.io/legal/end-of-life , or to maintain the FCASE products in accordance with the standards described in the FCASE documentation or as specified in any Support and Maintenance received by customer from FCASE; (iii) actions of any third party other than FCASE or a third party authorized by FCASE; and (iv) causes unrelated to the FCASE products as delivered to the customer by FCASE, including without limitation, modifications to the FCASE products, made by the customer or on a customer’s behalf.