Support and Services Terms

Introduction

This document defines the technical support and service agreement (‘Support Services’) between Customer and Nextplane, with respect to the provision of the Nextplane UC Exchange Federation Service (‘Service’).

Customer contacts

Customer approved technical contacts shall be provided by Customer and may be changed upon mutual written agreement. In an emergency, a Nextplane engineer will begin working on a problem for an unauthorized contact on an exception basis subject to later verification and involvement of a named technical support contact.

Customer approved technical contacts should register for online access to the Nextplane helpdesk service, at: https://Nextplane.zendesk.com/hc/en-us.

All Customer approved technical contacts must be registered for access to the Nextplane UC Exchange Management Portal, and to the Nextplane helpdesk service, and will automatically be registered to receive Service update notifications.

Nextplane support process

Customer approved technical contacts shall raise a Support Ticket to report any Service technical issue. All Support Tickets should be raised in the first instance by logging into the Nextplane helpdesk service at https://Nextplane.zendesk.com/hc/en-us.. All Response Times are measured from the time a Support Ticket is submitted.

Contacting Nextplane support

Nextplane shall provide Customer support via the UC Exchange management portal, helpdesk service, email and telephone, depending on the specific Service Package to which the Customer has subscribed.
Support contact methods and time zones

Pricing Package Nextplane UC Exchange Management Portal Nextplane Helpdesk Service Email Phone Time Zone Coverage

Startup

Yes

Yes

No

No

9:00am to 5:00pm Monday to Friday – US Pacific Time zone

Business

Yes

Yes

Yes

No

8:00am to 8:00pm Monday to Friday – US Eastern Time zone or 9:00am to 6:00pm Monday to Friday – EMEA CET Time zone.

Enterprise

Yes

Yes

Yes

Yes

8:00am to 8:00pm Monday to Friday – US Eastern Time zone or 9:00am to 6:00pm Monday to Friday – EMEA CET Time zone.

Custom

Yes

Yes

Yes

Yes

24 x 7

Time Zone Coverage above, excludes any USA or EMEA holidays.

Response times

Nextplane Support makes every possible effort to respond to support incidents in accordance with the time-frames defined below. Initial response times and follow-up response times vary based on the Service Package to which the Customer has subscribed and the Customer Support Ticket Severity / Priority Definition, defined as below:

Service Package Startup

Severity Level First Response Subsequent Updates
Priority One 4 Hours 12 Hours
Priority Two 12 Hours 24 Hours
Priority Three 24 Hours 36 Hours
Priority Four 24 Hours As needed Basis

Service Package Business, Enterprise and Custom

Severity Level First Response Subsequent Updates
Priority One 1 Hour 2 Hour
Priority Two 2 Hour 8 Hour
Priority Three 2 Hour 48 Hour
Priority Four 8 Hour 48 Hour

Customer support tickets – priority and severity levels

Support tickets are categorized according to their severity, and assigned a priority by Nextplane Support, as described in the table below. Response times are dependent on the Service Package to which the Customer has subscribed.

The descriptions below are guidelines and are not meant to cover every possible condition or technical situation.

Technical support requests within a severity level are generally processed on a first-come, first-served basis.

Severity Level Definition Examples
Priority One A Nextplane federation failure Federation end-users are unable to use the federation service resulting in critical impact on company operations.
Priority Two A federation degradation or failure Subset of federation end-users are unable to exchange chat or see presence with colleagues or partners.
Priority Three Isolated individual experiencing failure An individual federation user is unable to use the federation service.
Priority Four Minor service impact or feature enhancement request, federation service is fully functional and operational All issues not captured in priority one to three incident scenarios. Administrators can use this level to request a configuration change, feature enhancement, documentation, or update authorized contacts.

Federated partner support

Support to federated partners included in Service Package Business, Enterprise and Custom is limited to providing a reasonable level of assistance to support the partner undertaking the Service provisioning process, or providing troubleshooting assistance in the case of technical issues with an established federation.

Federated Partner Support does not include attending calls with federated partners who need assistance with standard UC platform or federation configuration questions.

Service Package 1 does not include the provision of support to federated partners. On this Service Package, if federated partner support is required, this will be available at US$250 per hour during 9:00am to 5:00pm Monday to Friday – US Pacific Time zone. Support Hours are rounded up to the nearest full hour.

Service maintenance notification

Service notifications will be sent to the registered Customer technical contacts and are also available at www.Nextplane.statuspage.io.

Service notifications include details of upcoming service maintenance activity and service status, including updates regarding service maintenance completion.

Nextplane generally performs Scheduled Downtime during the times Saturday 12am Pacific Time and 12am Sunday Pacific Time.

Conditions for providing support

Nextplane’s obligation to provide Support Services is conditioned upon the following: (a) Customer makes reasonable efforts to solve the problem after consulting with Nextplane; and (b) Customer provides Nextplane with sufficient information and resources to correct the problem, as well as access to the personnel, hardware, and any additional systems required in order to troubleshoot the problem.

Exclusions from Nextplane’s support services

Nextplane is not obligated to provide Support Services under the following circumstances:

(a) the problem is caused by Customers negligence, hardware malfunction, configuration error on the part of Customer, or other causes beyond the reasonable control of Nextplane;
(b) Customer fails to provide immediate and appropriate resources to assist Nextplane in the identification, troubleshooting, and resolution of the issue, including the provision of technical information and logs as requested by Nextplane.
(c) errors in the electronic files provided by the Customer containing Customer data,
(d) unauthorized use or misuse by Customer or anyone using any of the Licensee passwords, provided that Nextplane has taken commercially reasonable steps to protect UC Exchange from unauthorized access, intrusion, and disruption,
(e) unavailability of the unified communications servers or messaging platforms on either end,
(f) the problem is with third party software not licensed through Nextplane, or network services not provided by Nextplane; or
(g) Customer has not paid License Subscription or Support Services Fees when due.