Netris Support and Maintenance Terms of Service
About Netris Support
Support for Netris products is offered as a subscription plan. Support services are only for companies with active licenses and subscriptions. A Client may purchase licenses and support from the Netris Sales department. Once purchased, a Netris representative will provision Client in the Netris Support Portal system, which will enable them to obtain Technical Support at the appropriate level of service.
Service Level Agreement (SLA)
The Netris SLA is defined in terms of initial response time after a Client has filed a ticket. Netris has defined 4 severity levels that tickets can be filed under, as described in the table below:
| Level | Description |
| Urgent | Urgent is defined as an incident where there is widespread failure or complete unavailability of Netris functionality or (a) Client network(s) caused by the failure or unavailability of Netris components. An urgent issue with an identified workaround will be reclassified as a High issue. |
| High | High is defined as an incident where core Netris functionalities can continue to operate in a restricted fashion, although long-term productivity may be impacted. A high issue with an identified workaround will be reclassified as a normal issue. |
| Normal | Normal is defined as an incident that causes partial, non-critical loss of Netris functionality. It may also be a software defect that impacts Client when performing some actions and has no workaround. |
| Low | Low is defined as: (1) request for Netris information or query, (2) feature requests for the product, (3) performance problems with little or no functionality impact, or (4) software defects with workarounds or medium to low functionality impact. |
Client provides an initial severity level associated with a ticket. The Netris Support Manager will determine if the ticket was correctly classified and may increase or decrease the severity. Response times are shown in the table below for each severity level:
| Severity Level | Initial Response | Ongoing Response* | Business Day/Hour Definition |
| Urgent | 1 hour | 2 hours | Every day, 24×7 |
| High | 2 hours | 4 business hours | Mon – Fri, 0900 – 1700 US Pacific or other agreed timezone option** |
| Normal | 1 business day | 1 business day | Mon – Fri, 0900 – 1700 US Pacific or other agreed timezone option** |
| Low | 2 business days | 2 business days | Mon – Fri, 0900 – 1700 US Pacific or other agreed timezone option** |
* Or as otherwise agreed
** Timezone options for business day/hour selection: US Pacific PST / PDT.
Tickets
A ticket means a discrete technical or non-technical issue that is submitted by Client to Netris that requires a response as specified below in this document. A ticket exists in the Netris support portal and includes all the communication associated with the issue.
Support Portal Access and Ticket Entry
Netris provides a web-based ticket management system that has numerous features and capabilities. The web interface is available to Clients at https://support.netris.ai. The support portal is available to Client 24 hours a day, 7 days a week (except for occasional maintenance periods defined by the provider of the support portal) and is the primary method for ticket submission. The support portal allows Client to enter tickets, add information to existing tickets, receive information and updates about tickets, close tickets, and list their currently opened and closed tickets.
When opening a ticket with Netris via the Support Portal, please choose an appropriate urgency according to the table defined earlier in this document.
Tickets may also be entered by E-Mailing [email protected] as an authorized user of the Netris support system. If the issue is urgent based upon the classifications described herein, including the word “Urgent” or “Emergency” in their subject or body will be classified as such and prioritized accordingly.
Other Means of Support
Netris may, from time to time, provide support to Client via Slack or other means of messaging as mutually agreed. This support should be considered informal; the SLAs defined in this document do not apply to support provided via instant messaging, E-Mail, or any means of communication other than the ticketing system. Should applicability of the SLA be required, a ticket must be opened. The SLA timer begins at the time the ticket is opened and not at the time the issue or query was raised informally via instant messaging.
It is the responsibility of the Client to ensure that a ticket has been opened as and when they feel it is appropriate.
Access
In the fulfillment of Netris Services obligations, Netris may require actual or remote access to the Software and/or systems on which the Software operates. With Netris’ assistance, Client agrees to provide any such access and other assistance reasonably requested by Netris. Client agrees that providing such access and assistance is a condition to Netris’ obligation to provide Services under this Agreement.
Customizations
Customizations are defined to include any changes to the original source code, or source code of underlying open source components including but not limited to changes to the User Interface, the addition or modification of adapters such as for authentication, VM or server provisioning, deploying the software (e.g., the management server) on an operating system or with versions of component versions that are not validated/certified by Netris, and altering the scripts and byte code included with the product. Customizations to this software may have unintended consequences and cause issues that are not present with the original, unmodified software. As a result, it is Netris’ policy that any bugs, defects or other issues that are present in areas of the product that the Client has altered must be reproduced by the Client on an unmodified system prior to the submission of a support case or bug report. Additionally, the Client is required to state all customizations present on the system when submitting a support ticket.
Escalation Path
The Netris Support Manager is available to discuss cases that have gone unresolved for an amount of time deemed unsatisfactory by the Client. We hope you are satisfied with the support you have contracted for and that your organization’s needs are addressed promptly. However, Netris recognizes that there may be times when additional attention or assistance is required. Upon request, the Support Manager will provide the Client with contact information for the Vice President of Engineering or the Vice President of Customer Success to discuss issues that the support team has been unable to resolve for some time or that were resolved in an unsatisfactory manner.
Effect of Termination or Non-Renewal of Subscription Services
In the event Company terminates or elects not to renew Subscriptions for any Licensed Software Product licensed by Company, Company may not continue to use such Licensed Software Product pursuant to this Agreement, and will have no further right to Support Services for such Licensed Software Product.
Reinstatement of Support Services
In the event that Company does not renew the Subscription term and the Support Services lapse, Company may reinstate the Subscription(s) and then will have the right to re-install the Licensed Software Product and resume having access to the Support Services.