Technical Support Service Guidelines

The following technical support services guidelines ("Guidelines") apply to support
services for Black Pearl Mail (“BPM”).

1. Support Request Submission


1.1.Customer Efforts to Fix Errors. Prior to making a request to BPM, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to BPM. Thereafter, a Customer Contact may submit a written request for technical support through the online help center or support portal as provided by BPM.

1.2.Characterization of Requests. Customers designate priority upon submission of Requests. Upon receiving a request from Customer Contact, BPM will determine whether the request is a "Service Unusable," "Standard Request" or a "Feature Request" (as defined in Section 6). Any such determination made by BPM is final and binding on Customer. BPM reserves the right to change Customer's Priority designation if BPM believes that Customer's designation is incorrect and will inform Customer of any such change in its response to the support Request. Customer may appeal any such reclassification to BPM's Support management for review through any available support channel.

1.3.Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide requested diagnostic information including but not limited to: (i) describing the problem, the configuration, and Customer's network; (ii) providing relevant data; and (iii) communicating further via email or Instant Message to answer questions and assist BPM Support Personnel as appropriate.

1.4.Request Acknowledgement. BPM may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that BPM may be unable to provide answers to, or resolve all, Requests.

1.5.Feature Requests. If BPM deems a Request as a Feature Request, BPM will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. BPM is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

2. Accessing Support

2.1.BPM Support site. Customer's End Users of BPM Services are provided support solely through the Support site, or such URL as BPM may provide. Customer is responsible for responding to any questions and complaints by End Users or other third parties relating to Customer's or its End Users' use of the Services, with such support services to be provided at Customer's own expense.

2.2. Support Hours and Target Initial Response Times. BPM will provide access to the Support site and phone support for customers on a 24 x 7 basis. P1 Priority support Requests are responded to with a target initial response time of one hour and are responded to 24 x 7. If contact is made for a P1 Priority support
Request on a weekend or applicable holiday, a phone call is needed to trigger a return support response. P2, P3 & P4 Priority support Requests are responded to during business hours of the location to which the Requests are assigned. P2 Priority support Requests will be responded to with an initial target response time
of 1 business day or less.

2.3.Customer Number and Password may be Required to Access Support.  For BPM Services, Customer may require their Customer Number and Password used to access the Admin Console in order to enable Customer to receive support from BPM. If Customer is unable to provide both current Customer Number and Password when prompted, Customer will only be able to access the online help center and post a question to its online help forum, until such time as the Customer Number and Password are restored.

3.Standard Support All Customers will receive Standard Support which includes the following:
  • Automatic product upgrades of the Services
  • Maintenance updates of the Services
  • Online self help and training for End Users and Administrators designed to assist Customers with implementation and use of the Services
  • Access to support by web
  • Status Dashboard providing real-time publicly available status information for the Services
4. Premium Support Services (Enhanced Support and Proactive Account Management, additional fees apply)

4.1.General. Premium Support includes all of the items as set forth in Section 3 above, improved target initial response times to support Requests, as well as access to community resources and the premium services team as set forth below, to begin when Customer starts to use the Services in production.

4.2.Enhanced Support. BPM agrees to use commercially reasonable efforts to respond to Customer requests based on the Priority of the Request as follows: P1 Priority support Requests are responded to with a target initial response time of 1 hour and are responded to 24 x 7. If contact is made for a P1 Priority support
Request on a weekend or applicable holiday, a phone call is needed to trigger a return support response. P2 Priority support Requests are responded to with a target initial response time of 4 hours during business hours of the location to which the Requests are assigned. P3 and P4 Priority support Requests will be responded to with an initial target response time of 8 hours during business hours of the location to which the Requests are assigned. For clarity, BPM Support Personnel, not the premium services team, will provide all break-fix
technical support.

4.3. Access to community resources and the premium services team. The premium services team will provide access to community resources, where Customers can find advice and engage in communication to help with their planning, with escalations, and to receive an ongoing proactive information exchange with the premium services team and other community members.  The premium services team will represent Premium Support Customers to BPM for important topics (including engineering, product management, and support), and will provide Customer with relevant information pertaining to the Services.

4.4. Term. BPM may elect not to renew such Premium Support after a 12-month period.

5. General Provisions

5.1. Updates to Guidelines. BPM may update these Guidelines from time to time but any update will not have a material adverse effect on Customer.

5.2. Maintenance. To ensure optimal performance of the Services, BPM performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If BPM expects planned Maintenance to negatively affect the availability or functionality of the Services, BPM will use commercially reasonable efforts to provide at least seven days advance notice of the Maintenance. In addition, BPM may perform emergency unscheduled Maintenance at any time. If BPM expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, BPM will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the Admin Console and/or Support Portal.

5.3. Language. The parties agree that all support provided by BPM to Customer pursuant to these Guidelines will be provided in the English language.

5.4. Term of Support. BPM will only provide the support services described in these Guidelines during the term of the Agreement and will have no obligation to provide any support services to Customer after the expiration or termination of such Agreement.

6.Glossary of Definitions For the purpose of these Guidelines, the capitalized terms below will have the following meanings:

6.1."Customer Contacts" means Administrators designated in the Admin Console.

6.2."Feature Request" means a Request by a Customer Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

6.3. "BPM Support Personnel" mean the BPM representatives responsible for handling technical support requests.

6.4."Maintenance" means maintenance work that is performed on hardware or software delivering the Services.

6.5."Priority" means the level of impact a Request is having on Customer's operations and is used to establish target response times.

P1: Critical Impact - Mail delivery delayed by more than 2 hours

P2: High Impact - Mail delivery delayed

P3: Medium Impact - Service Use Partially Impaired

P4: Low Impact - Service Fully Usable

6.6. "Request" means a request from Customer to BPM Support Personnel for technical support to resolve a question or problem report regarding the Services.

6.7. "Service Unusable" is any situation where Customer is unable to access or use the Services for the majority of its End Users or where Customer's network is not receiving any inbound email (and/or delivering outbound email from the Services). Customer must identify a Request as Service Unusable by designating it as a P1 Priority support Request.

6.8. "Standard Request" means a Request made by Customer to BPM that is not a Service Unusable Request or Feature Request.

6.9. "Supported Platform" as listed at http://support.blackpearlmail.com

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