Maintenance and Support

(Effective January 1, 2014)Software Maintenance and Support Policy

By using the C-B4 SOFTWARE PRODUCTS or services you (“Licensee” or “You”) acknowledge that such services and deliverables are made available subject to these SOFTWARE Support and Maintenance Policy (“Support Policy”). This Support Policy may only be superseded by specific terms in a Services Agreement that may be executed with you. C-B4 reserves the right to make changes to this Policy from time to time. therefore, Always check for the latest version at www.c-B4.com/TOU.PDF

aLL MAINTENANCE AND SUPPORT SERVICES ARE PROVIDED SUBJECT TO PAYMENT OF THE APPLICABLE MAINTENANCE AND SUPPORT SERVICES fEE.

  1. GENERAL
    1. MAINTENANCE AND SUPPORT SERVICES CONSIST OF THE FOLLOWING SUBJECT TO THE TERMS HEREOF:
  • Product Updates
  • Bug fixes
  • General Maintenance Releases
  • Interim Releases (if any)
  • Documentation updates
  • Free upgrades to New Releases of the licensed C-B4’s software product or services for the same configuration, if requested, while under valid maintenance contract.

1.2 COMMUNICATION TOOLS TO C-B4 SUPPORT TEAM INCLUDE:

  • C-B4 Software’s  Support Hotline: +972 9 773 7615
  • Email: support@c-b4.com FAX: +972 9 773 7615

2. SUPPORT AND MAINTENANCE OBLIGATIONS

2.1 Software Releases and version

New Release – are signified by a change in the integer part of the Version number (e.g. version 2.0 to version 3.0). These releases contain major feature enhancements including new functions, technology, and performance enhancements. New Releases are delivered per C-B4 discretion.

Interim Release Interim releases are signified by a change in the second digit of the Version number (e.g. version 3.1 to version 3.2). Interim releases are delivered per C-B4 discretion.

Maintenance Release – Updates and bug fixes are signified by change to the build number following the software version number (version 4.1.23 to version 4.1.24). Bug fixes are delivered only to End Users who have reported that they have encountered one of the problems addressed in the release.  Maintenance Releases may be grouped into Service Packs that are numbered sequentially for each release (e.g. version 4.1 Service Pack 1).

Prior Versions – C-B4 recommends that you upgrade to New Releases as they become available. C-B4 supports the current release of its products and services and the previous release (with applied patches) of its software directly behind the current release only. Releases are signified by changes in any of the digits in the version number.

2.2 C-B4 Support Representatives

Software’s Support Representatives (SSRs) respond to incoming calls, email and fax messages (including help desk services). SSRs are responsible for:

  1. Coordinating the resolution of the problem.
  2. Verifying any reported error, as well as obtaining additional information from the End-Users.
  3. Communicating to the End-User a resolution, or workaround, or supplying a bug fix, as appropriate.

A SSRs will either be a C-B4 support engineer or a support engineer by a certified partner who is assigned to provide first level support to the End User as shall be stated in the applicable purchase order.

2.3 Support Levels

First Level – problem is resolved by the SSRs.

Second Level – if the problem is not resolved by the First Level support, then it is escalated to Second Level where the problem is reviewed by a C-B4’s support expert.

Third Level – problem is escalated and reviewed by C-B4 Software’s R&D department.

C-B4 reserves the right to assign, from time to time, 1st and 2nd level support to its partners in certain locations.

2.4 Case ID

Each request that comes into the support team by any medium (e.g. telephone, e-mail or fax) is logged and assigned a Case ID. This unique identifier enables the End-User and the SSRs to track a request until it is resolved.

2.5 Technical Contacts

For each request for Support Services, the End-User must designate one primary and one backup employee (“Technical Contacts”), to serve as liaison to the SSRs. The designated Technical Contact is the sole liaison between the End User and SSRs.

To avoid interruptions in Support Services, End-User must notify SSR whenever their Technical Contact’s responsibilities are transferred to another individual.  The End-User shall ensure that each Technical Contact is trained on C-B4 software products and/or services.

  1. Incident Escalation Process and Incident Tracking

3.1 Assigning Priority

The SSRs’ response time and the actions to resolve a problem are based upon an assessment of the impact of the problem on the End-User’s operations. The following table provides priority level definitions and response time targets (not commitments). Response time shall mean the time it takes SSRs to get back to the End-User and advice of steps being taken towards resolving the problem. The more impact on operations the higher the priority as outlined below. End Users need to provide input to SSRs regarding the priority of a reported problem.

3.2 Problem Resolution

C-B4 and Partner (if applicable) are only responsible for providing support for the failure of a C-B4 product or services to materially conform to the functional specifications as set forth in the applicable product/services documentation. In such cases, if the End User provides the SSRS with all the necessary components to replicate the problem, the SSRS may attempt to resolve the problem; provided that SSRS can replicate it on its support servers.

For help in gathering information and testing problems that are prioritized as Priority 1 or Priority 2, C-B4 requires the End-User to be available onsite during the office hours of C-B4 or the Partner support center, while resolving the problem.

A nonconformity is not considered an error if it results from (a) the C-B4 software product or services being combined or merged with any  program, equipment or device not supplied or specifically pre-approved in writing by C-B4’s authorized signatory; (b) the error is caused by End-Users’ misuse or improper use of the C-B4 Software product or services; (c) if the error cannot be reproduced in an unmodified version of the C-B4 software product or services running on the applicable platform, (d) alterations or modifications made by anyone other than C-B4, (e) third party software and/or hardware, (f) End-User’s failure to promptly install any maintenance releases provided to you while under valid maintenance coverage. 3.3 Information end-users Need When Calling Support center

Before the SSRs can begin work on any request, information on the nature and location of the problem is required.  Whenever an error report or call is placed to the C-B4 Support Center or the Partner Support Center, the following information should be provided:

  • End-User identification number
  • End User Company name
  • The area code, phone number, fax number and email address
  • Mailing address
  • The operating system (including version) on which C-B4 software product or services are installed
  • The C-B4 software product or service name and version number and build number that this call concerns
  • Your network configuration and version, if applicable
  • The types and versions of databases you are accessing
  • Any program error messages associated with the problem (screen captures would be helpful)
  • A detailed description of the problem
  • Any steps you have taken in attempt to solve the problem

Note:

  • When you call C-B4 Support Center or a Partner Support center, you will be asked whether this is a new or ongoing call. If the call is ongoing, simply provide your Case ID
  • For each new support call, a Technical Contact will be verified and Case ID assigned.  The Case ID should be recorded and referenced in case you want to call back about the status of the problem. The SSRs will ask you to provide input on prioritizing your problem.

You may be connected directly to the SSRs when you call C-B4 or Partner Support Center. If your call cannot be routed to the SSRs and is taken by a support coordinator, you will be asked to specify a call priority setting. SSRs will get back to you within the appropriate time frame based on your feedback. If the call cannot be routed to SSRs, you will be routed to a voice mail. Please specify a call priority setting.

If you do not have a support agreement on the software for which you are calling, you will be directed to a support renewal representative.

3.4 Information end users Need When Submitting a REQUEST via E-Mail or the Web

You can submit questions and support requests by e-mail, if you choose to report your problem by e-mail instead, please include:

  • End-User identification number
  • The operating system (including version) on which C-B4 software’s product or services are installed
  • The C-B4 software product or services name and version number and build number that this call concerns
  • Your network configuration and version, if applicable
  • The types and versions of databases you are accessing
  • Any program error messages associated with the problem (screen captures would be helpful)
  • A detailed description of the problem
  • Any steps you have taken in attempt to solve the problem
  1. Resolution of Software and software bugs
    1. Problem Resolution

There are several ways a ticket may be resolved:

  • The SSRs is able to determine the cause of your problem, and explains the necessary steps to resolve the issue.
  • The SSRs is unable to determine the cause, and escalates the call the second level of support.
  • If the problem is determined to be a bug, and the SSRs will try to find a workaround. The ticket is closed, but the “bug” report stays open until the bug is fixed and tested.
  • If the problem cannot be reproduced, it will be logged and addressed when further information becomes available.

When an issue is reported, our objective is to find a satisfactory solution as soon as possible. The first step is to determine whether there are certain coding techniques or workarounds that meet your business requirement. A workaround provides a temporary solution to complete a task that would not otherwise be possible due to a problem or limitation in the software.

Once a resolution has been reached and approved, the ticket is closed. If you need to test the solution, the Ticket is given a “suspended” status for 24 hours. The call can be reopened if errors recur. If we do not hear from you within the 24 hours, the ticket will be closed.

4.2 Software Bugs

If a reported issue has been identified by an SSRs as a bug in C-B4 software, C-B4 Support will record it as a bug. When a reported issue requires a software fix, it is normally delivered in an Interim Release. When a release is produced that fixes a bug that has been reported, you will be notified and given the opportunity to request that release.

The timing of the releases and the incorporation of particular fixes are solely at the discretion of C-B4.

  1. Reinstatement

The Maintenance and Support Services are provide on an annual basis subject to the payment of an annual Maintenance and Support Fee as provided the applicable purchase order. It is acknowledged that the provision of services under this Support Policy depends on the timely payment of the Maintenance and Support Fee.

It is clear that the services provided hereunder exclude any-on site support and such shall be charged separately by C-B4.

In the event that the Maintenance and Support Services term has lapsed, and has not been renewed or was never originally procured, a Reinstatement Fee shall be assessed upon re-commencement of the Maintenance and Support Services equal to the amount of the Maintenance and Support Services Fees for the period during which no such services were provided plus the annual renewal fee, calculated based on the current Maintenance and Support Fee in effect at the time of reinstatement as shall be specified in the applicable purchase order. Such reinstatement shall be at the option of C-B4 and may be subject to additional fees.

  1. OPTIONAL SUPPORT SERVICES

C-B4 Software realizes that there may be instances in which the End-User may require the availability of SSRS resources either outside of our normal service hours or on-site at the End-User location. Such support will be made available on a fee-for-service basis, provided sufficient notice is given by End-User 

  1. LIMITATION OF LIABILITY. EXCEPT FOR BODILY INJURY OF A PERSON, CB-4 LIABILITY FOR DAMAGES FROM ANY CAUSE OF ACTION WHATSOEVER RELATING TO CB-4’S AGREEMENT TO PROVIDE MAINTENANCE AND SUPPORT SERVICES SHALL BE LIMITED TO THE AMOUNT PAID BY PARTNER OR END-USER TO CB-4 (AS APPLICABLE) FOR THE MAINTENANCE AND SUPPORT DURING THE ONE MONTH PERIOD PRIOR TO THE EVENT GIVING RISE TO SUCH LIABILITY. CB-4’S LIABILITY SHALL BE FURTHER LIMITED AS PROVIDED IN THE APPLICABLE TERMS OF USE.

THE TERMS AND CONDITIONS IN THIS SUPPORT POLICY CONSTITUTE THE TERMS AND CONDITIONS FOR THE PROVISION OF MAINTENANCE SUPPORT SERVICES AND NOT A WARRANTY. THE MAINTENANCE SUPPORT SERVICES ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE PARTNER AGREEMENT AND IN THE TERMS OF USE. THIS POLICY IS AN ADDITIONAL PART OF THE PARTNER AGREEMENT AND DOES NOT CHANGE OR SUPERSEDE ANY TERM OF THE PARTNER AGREEMENT EXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.