For the Description of Maintenance / Support services for Cogito software

Definitions

Unless the context or circumstances clearly indicate otherwise, the following words and phrases shall have the meanings specified below:

• Business Hours: Twenty-four (24) hour Support is provided for problem reporting
• Major Release: mean major enhancements to the Software Product and is marked by the first digit in the Release digits i.e Release 1.2.3. A Major Release does not include enhancements/ new functionality that is sold as a separate module.
• Minor Release: mean minor enhancements to the Software Product and is marked by the second digit in the Release digits i.e Release 1.2.3.
• Maintenance Release: mean defect corrections and flaws in the finish to the Software and is marked by the third digit in the Release digits i.e Release 1.2.3.
• First Line support
  First line support may be provided by your organisations helpdesk or your reseller, but there is also a first line support helpdesk for the Jellyfish product. This support service level consists of basic triage services and user interface assistance. If issues are unable to be dealt with at this level they will be referred to Second Line support.
• Second Line support
  Second line support is provided Cogito or your reseller (depending on the reseller partner level). This support service level consists of basic triage services and user interface assistance. If issues are unable to be dealt with at this level they will be referred to Third Line support.
• Third Line support
  Third line support is provided by our development team. This support service level is for any issues that are not able to be resolved at the other two levels.

The definitions in the main document and other appendices to the Support and Maintenance Agreement shall also apply in this document.

Technical support

Technical support means that where there is a fault, or suspected fault, in the Software, Cogito shall assist the Customer by replying to question from persons specifically appointed by the Customer, provided the time required to answer them is reasonable.

Technical Support does NOT include general system infrastructure, net-work design or troubleshooting, installation assistance, or configuration support for third party components.

Customer agrees that it will not expect Cogito to handle routine support and maintenance issues that are typically the responsibility of a Product end-user. Specifically, Cogito support does not include any of the following:

1. custom programming services;
2. on-site support, including installation of hardware or software;
3. support of any software not constituting part of the Software;
4. training.

Methods and Procedures for reporting Problems

The Customer may use the services described herein only by making reference to this support certificate. Twenty-four (24) hour Support is provided for problem reporting.

To report problems the Customer can contact Cogito Technical Support Centre Hotline via three methods:

1. Web interface
2. Email
3. Telephone

Upon receipt by Cogito through the Support Centre HOTLINE of an error, defect, malfunction or nonconformity in the Products, Cogito shall respond as provided in Severity section outlined below.

Services not included

Customer agrees that it will not expect Cogito to handle routine support and maintenance issues that are typically the responsibility of a Product end-user and which were explained in reasonable detail during the training conducted by Cogito for Customer technical personnel as part of the installation and acceptance testing of the Cogito Products. Specifically, Cogito support does not include any of the following:

1. custom programming services;
2. on-site support, including installation of hardware or software;
3. support of any software not constituting part of the Software;
4. training.

Supported Releases of the Software

Cogito will provide support for the current Major and Minor Release and the Major or Minor Release preceding the current Release. If Cogito offers a Major Release Cogito will support the last Release in the preceding Minor Release 12 months after notice to the Customer that the support of the Major Release will cease. After this time, Cogito shall have no further responsibility for supporting and maintaining the prior releases, but may continue to do so in Cogito’s sole discretion.

Cogito shall notify the Customer if a Major Release is not compatible with the Software Hardware that is a service object under the Support and Maintenance Agreement.

Third Party Software

Cogito’s undertaking does not apply to a Software that is a third-party product.

Incompatibilities (Exceptions to Cogito’s obligations)

Cogito assumes no responsibility for the correctness of, performance of, or any resulting incompatibilities with, current or future releases of the Software, if Customer has made changes to the Software Hardware or Software configuration in effect as of the effective date this Agreement or to the it environment approved by Cogito in writing and were made without prior notification and written approval by Cogito.

Customer Assistance

Customer shall provide all reasonable assistance requested by Cogito and Cogito shall not be responsible for any delays or failures to support or maintain the Software if and to the extent such failure is a result of Customer’s failure to provide reasonable assistance to Cogito or otherwise perform its obligations under the Agreement.

Customer shall provide a description of the commands and procedures that reveal a fault.

Support hours

Twenty-four (24) hour Support is provided for problem reporting.