Oracle Acquisitions
Express Support Policy for BigMachines' Products

Express Support Policy for BigMachines' Products

 

Purpose

BigMachines customer support services are provided to ensure our customers receive valuable support to address issues in a timely fashion, manage upgrades and test environments, and receive efficient help to run the BigMachines Express application.


When will support be provided?

Support will be provided to help Customers address Errors.

An "Error" means any verifiable and reproducible failure of the Application to substantially conform to the specifications set forth in the on line user guide for the services, accessible via the Help menu in the Application, as updated from time to time ("User Guide") that is available to the Customer designated BigMachines Express administrators, as may be modified by BigMachines from time to time. The term "Error" shall not include any such failure that is caused by: (a) the use or operation of the Application with any other software or programming languages or in an environment other than that intended or recommended by BigMachines; (b) modifications to the Application not made by BigMachines; and/or (c) any bug, defect or error in software used with the Application or any other failure of such software to conform to its specifications.


How is support obtained?

In the event that Customer desires to report an Error, a Support User shall use BigMachines online Support Center to log a Case. Information regarding the issue will be required such as:

  • What steps resulted in the issue
  • What is the current result
  • Quote # affected if available
  • Which user experienced the challenge
  • What was the expected result
  • Attach screen shots or files to the case


Who is support available to?

BigMachines shall provide online consultation to the contacts provided to BigMachines in writing by the Customer ("Support Users") regarding Errors. Each Customer shall be entitled to two Support Users unless otherwise specified in the Customer's Purchase Schedule. Customer shall provide a current contact telephone number and e-mail address for such Support Users and ensure that these Support Users are set up with logins to BigMachines online Support Center. BigMachines reserves the right to inactivate Support Users that have not logged in for a period of six months. New and reactivation support login requests and changes to support contacts can be submitted by following the support link on BigMachines website.


When is support available?

Regular online support shall be provided Monday through Friday, 9 a.m. to 5 p.m. (U.S. Central Time for North America Regional Support), excluding holidays scheduled by BigMachines, subject to modification by BigMachines in its reasonable discretion. BigMachines shall provide online, and if appropriate phone support for all Errors.


BigMachines Obligations:

BigMachines shall provide Customer an online Support Center which Support Users can use to (i) report and track Cases, (ii) review Solutions to common customer questions and problems, and (iii) access relevant support documentation such as new release notes. BigMachines shall respond to any Error Report by generating a support case. BigMachines shall use commercially reasonable efforts to (i) provide support and consultation to help the Customer resolve cases (ii) enable the Customer to track and review case status by posting all written responses to the online case management system that can be accessed by both parties, and (iii) if necessary provide Updates to any Error. The services BigMachines provides shall be rendered in a professional manner in accordance with industry standards.


What is not supported?

Support services as described herein do not cover support or services for any failure or defect in the Application that does not constitute an Error as defined previously. Furthermore, BigMachines has no obligation to perform maintenance or services with respect to any hardware or software that is not part of the Application provided by BigMachines. BigMachines shall have no obligation to provide any support services to any person other than a Support User.


What updates and upgrades will be provided?

During the term of an Agreement, BigMachines shall make available to Customer any releases of the Application that correct any defects, error or bugs or incorporates minor enhancements to the functionality ("Updates") and any releases of the Application that incorporate significant additional or improved features, functionality or capability ("Upgrades"), at no additional charge, at the time BigMachines makes such Updates and Upgrades generally available to its other customers then-covered by support. Customer will install Updates and Upgrades by downloading them from the Salesforce.com AppExchange. When the functionality becomes available from Salesforce.com, BigMachines reserves the right to upgrade customers automatically with 14 days of advanced notification. Release documentation and web-based training is provided at no charge to the Customer. If Customer requests additional support and/or training related to any Update or Upgrade, Customer agrees to pay fees and reasonable travel and related expenses incurred by BigMachines during such training. Updates and Upgrades do not include new products, suites or modules that are priced and licensed separately from the existing offering for which the Customer has a contract.


What versions are supported?

BigMachines shall provide support services for the current shipping major version and preceding major version of the BigMachines Express software application ("Application") including all Updates and Upgrades for those versions. Major versions are typically released once per year and Customer must upgrade to the most current major release of the Application within one year of the date that the major release is made generally available to its other customers then-covered by support.


Planned Maintenance:

BigMachines Express is hosted on Salesforce.com’s Force.com platform. Salesforce.com may schedule routine maintenance during which time the Application could be unavailable.


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