Support Services Program For End Users
Contents
1. acme packet Professional Services Support Services Program For End Users Acme Packet Inc Support Services 580 1000 50 1 Overview Acme Packet s Support Services Program is designed to deliver comprehensive support to our End Users through every stage of deployment from design and planning to ongoing support 1 1 Introduction Acme Packet offers the following Support Plans Acme Packet s Basic Warranty Service is included with each Acme Packet covered product purchase and includes 12 months of equipment and 90 days of Licensed Software coverage This plan is designed to deliver a basic level of software and Equipment support and informational services including e Basic telephone support 9 am 5 pm EST Monday through Friday e Basic Web based informational services e Licensed software defect fixes for current release e 30 day return and repair RMA service With Acme Packet s Standard Support Plan End Users extend the term of the Licensed Software coverage to one 1 year The Standard Support Plan is only available for the first year of service The Enhanced Support Plan also referred to as the Net Net Blue Support Plan further increases the level of service with the following additional services e 24x7x365 technical support e Licensed software defect fixes on the current release and one release back during the release life cycle of 30 months per major release e Licensed software subscrip2. to the Acme Packet installation and site preparation guidelines as set forth in the Product User s Manual 5 Problem Severity Levels amp Response Guidelines 5 1 Overview The End User initially assigns a severity level to each Defect as it is reported to Acme Packet and using the definition guidelines below with the final severity level to be mutually agreed upon by the parties The severity level of the Defect will determine response times and internal escalation rules Severity level definitions response criteria and escalation procedures are described below 5 2 Problem Severity Definitions Critical Defect e The system is inoperable causing a complete loss of service in a production environment No Workaround or recovery is immediately available Major Defect e A major system function is not operating according to Acme Packet specifications resulting in a loss of service and no Workaround is immediately available The use of a feature is restricted but the system is not completely inoperable e There is a partial loss of service due to a failed Equipment component Minor Defect e A minor inconvenience occurs but does not significantly impact operation of the system Some functional restrictions exist but there is no critical or severe impact on operations Inquiries amp Cosmetic Issues e Technical questions regarding Covered Product features functionality or operation An anomaly exists that does not impact system operation Request
3. End Users provide sparing levels sized to meet the service continuity objectives of the installation System redundancy or a full spares complement should be maintained by the End User in order to maintain system availability for in service sites For recommended sparing levels please contact your sales representative 2 4 Software Updates 2 4 1 General Acme Packet produces Major Releases Maintenance Releases and Patch Releases These Licensed Software components are available to End Users as part of the following support packages 2 4 2 Software Maintenance Basic Warranty Service and Standard Support Plan Under Basic Warranty and the Standard Support Plan Licensed Software maintenance for the current release includes Workarounds and Fixes At Acme Packet s discretion Fixes may take the form of Patch Releases or Maintenance Releases A Major Release is considered current until such time as a subsequent Major Release is made generally available by Acme Packet to all of its End Users 2 4 3 Software Maintenance and Subscription Service Enhanced Net Net Blue Premium Net Net Gold and Net Net White Support Plans Under the Enhanced Net Net Blue Premium Net Net Gold and Net Net White Support Plans Acme Packet will provide Major Releases Maintenance Releases and Patch Releases to Licensed Software features purchased as they become available In addition Licensed Software maintenance is available for the current release and the immedia
4. applicable intellectual property laws This Support Plan will be governed by and interpreted in accordance with the laws of the Commonwealth of Massachusetts excluding its conflict of laws provisions ACME PACKET INC By By Name Name Title Title 580 1000 50 Acme Packet Support Services 12 Proprietary and Confidential 7 Support Plan Summary Table 1 provides an overall summary of Acme Packet s Basic Warranty Service and Support Plans Please refer to Section 2 for details about each service provided Table 1 Acme Packet Support Services Summary Chart Service Feature Basic Warranty Service Standard Service Support Plan Service Support Plan Enhanced Net Net Blue Service Support Plan Premium Net Net Gold Service Support Plan Information Services Web Services Yes Yes Yes Yes Yes On line Helpdesk Yes Yes Yes Yes Yes Technical Support Business hour coverage 9am 5pm EST M F excluding Acme Packet holidays Yes Yes Yes Yes Yes Extended hours of coverage 24X7 N A N A Yes Critical on site Technical Support Refer to price list Refer to price list Refer to price list Response times Critical 15 min Major 30 min Minor 4 hours Yes during business hour coverage period Yes during business hour coverage period Yes Software Services Sof
5. are the Acme Packet Software and Third Party Software licensed to End User under the Agreement Maintenance Release a Maintenance Release may be offered within a software release lifecycle and will contain adaptations omissions and defect fixes Each new Maintenance Release supersedes the previous version as the de facto GA version of the major or minor release Maintenance Releases are designated with an M i e C610M1 Major Release a new version of the Licensed Software that involves major feature changes Major Releases are designated in the ones and tens digits of the release designation For example C610 and C700 are Major Releases Net Net System one of Acme Packet s Net Net family of Covered Products or others as specified in the Agreement Patch Release a version of the Licensed Software that includes defect fixes for a Major or Maintenance release Patch releases are designated with a p number in the release name For example C610p1 is the first patched release of C610 Also C610M2p2 is the second patched release of the C610M2 Maintenance Release Support Plan one of Acme Packet s Standard Enhanced Net Net Blue Premium Net Net Gold or Net Net White Support Plans described within the Support Services Program document Term the initial Support Plan term and any renewal terms as provided in Section 4 in respect of which all support fees shall have been paid Workaround a metho
6. assistance by Acme Packet technical personnel is considered a Professional Service and will be at the End Users expense as further described in Section 2 5 The End User will provide assistance to Acme Packet technical personnel during on site visits 2 3 Equipment Services End Users experiencing Defects in covered Equipment will be issued an RMA number Covered Equipment is tracked by serial number The End User is responsible for shipping RMA Equipment prepaid and properly insured FOB Acme Packet to Acme Packet s repair facility in Burlington MA Original packaging must be utilized to prevent damage Acme Packet is responsible for shipping repaired or replacement Equipment FOB End User prepaid and properly insured to the End User 2 3 1 30 Day Equipment Repair and Shipment Basic Warranty Service and Standard Support Plan Under Basic Warranty Service and the Standard Support Plan Acme Packet s standard time to repair and ship RMA Equipment is 30 days from receipt of Equipment at Acme Packet s repair facility If Acme Packet in its reasonable judgment determines that the Equipment is Defective Acme Packet shall if possible repair the Equipment At Acme Packet s option it may choose to replace the covered Equipment with an equivalent new or refurbished product If the Equipment is replaced the returned Equipment will become the property of Acme Packet All factory repaired Equipment shall be tested before being returned to
7. ate warnings or workarounds to Defects that may be applicable to the Acme Packet software and or hardware running in the End User s network Field Notices are emailed to subscribing End Users and are published on Acme Packet s Support Services Web site for download by subscribing End Users Technical Support Bulletins Technical Support bulletins are periodically published to communicate updates to the Support Services Web site and other non critical information pertaining to the supportability of the Net Net products Trouble Ticket Acknowledgement New trouble tickets are acknowledged as they are opened by End Users in the ticketing database on the Support Services Web site An e mail will be sent to the ticket submitter and will include at a minimum the description of the request and the ticket number E mail notifications will also be sent to the ticket submitter when the status of the ticket is changed and when notes are added to the ticket Return Material Authorization Acknowledgement Return Material Authorizations RMA are acknowledged to submitting End Users as they are opened in the ticketing database Upon confirmation of a hardware fault that requires repair and or replacement an e mail will be sent to the End User and will include the RMA number and additional pertinent information Online Helpdesk Web Submit Query Trouble Tickets Trouble tickets can be opened through the Acme Packet Support Services Web site to report pr
8. cable industry standards This Support Plan may not be assigned by either party without the other party s prior written consent except for assignments in connection with a merger or the sale of all or substantially all of the assets or stock of such party which may be made without such consent but upon the assignee s written agreement to be bound by the terms hereof This Support Plan is the entire agreement between Acme Packet and End User with respect to the support services provided by Acme Packet and supersedes all prior understandings and agreements and shall bind the parties and their successors and permitted assigns Nothing in this Agreement shall be deemed to constitute either party as the agent representative or partner of the other party for any purpose All notices shall be in writing and deemed given when delivered in person by overnight courier or by certified or registered mail postage prepaid return receipt requested Each party agrees to comply with all applicable export laws rules and regulations Neither party will have any liability for a any special indirect incidental consequential or punitive damages or b monetary damages of any kind in excess of the amounts paid to Acme Packet hereunder for the Covered Products involved regardless of the basis of the claim and even if such party has been advised or is aware of the possibility of such damages provided that these limitations shall not apply to each party s rights under
9. cal Support can be reached by calling 1 866 226 3758 within the USA or 1 781 756 6920 internationally 580 1000 50 Acme Packet Support Services 4 Proprietary and Confidential For non service impacting non critical issues trouble tickets can be opened through the Acme Packet Support Services Web site 2 2 4 Critical On site Assistance On site assistance is available to End Users covered under the Enhanced Net Net Blue or Premium Net Net Gold Support Plans at no additional charge in the event that all efforts for remote troubleshooting of a problem with in service Covered Products were unsuccessful The End User and Acme Packet Technical Support shall attempt to troubleshoot and repair a problem through telephone consultation and remote support If Acme Packet and the End User are unable to collect the appropriate amount of data required to analyze and correct the Defect then Acme Packet will at its discretion send qualified technical personnel to the relevant in service site in an effort to obtain the relevant data The End User shall make personnel available at the in service site who have been previously trained in the Acme Packet technical training program In the event that the cause of the Defect is determined to be unrelated to Acme Packet Equipment the End User shall be invoiced for Acme Packet s time materials and travel expenses 2 2 5 Installation On site visits for installation configuration and integration
10. ctivities that the End User is responsible for e Operate the system on a 24x7 basis and be available for on call or on site assistance 24x7 e Perform system administration including adds changes and other updates to the Licensed Software configuration that are recommended by Acme Packet e Perform system back up and restore including creating local system back ups of the Licensed Software on various media as required e Monitor system alarms e Perform system diagnostics and take corrective action as necessary Be fully capable of using network monitoring test equipment Provide traces to Acme Packet support personnel when requested Maintain various maintenance logs Troubleshoot system Defects Equipment and Licensed Software Escalate Defects to Tier 2 as necessary Perform routine maintenance review system statistics to ensure system performance Perform removal and replacement procedures for Equipment subassemblies when required and as specified in Acme Packet user documentation including Methods of Procedure e Follow the RMA process and ship Defective Covered Products to Acme Packet authorized repair center 3 1 2 Remote Support Access Acme Packet s technical support engineers are capable of performing a number of system diagnostic routines with the Net Net Systems via high speed IP access Remote troubleshooting is designed to eliminate costly downtime and reduce the repair time Acme Packet requires End Users to pro
11. d by which a user of the Licensed Software and Equipment can by making a limited number of procedural or configuration changes prevent the occurrence or re occurrence of a problem or Defect Any capitalized terms not defined in this Plan will have the meanings set forth in the Agreement If there is any conflict between the terms of this Plan and the Agreement the Agreement shall control 2 Services Descriptions This section contains descriptions of the services offered by Acme Packet See Section 6 for the Support Plan summaries 2 1 Information Services 2 1 1 General The following information services are made available to Acme Packet End Users who subscribe to a Support Plan These services are intended to provide our End Users access to information as it becomes generally available to all End Users over several media types e mail Web access training sessions etc 2 1 2 Web Features Informational services are provided via Acme Packet s Support Services Web site to all End Users who subscribe to a Support Plan 580 1000 50 Acme Packet Support Services 3 Proprietary and Confidential Product Documentation Acme Packet product manuals including Administration amp Configuration Hardware Installation and Maintenance amp Troubleshooting guides can be downloaded from Acme Packet s Support Services Web site by subscribing End Users Field Notices Field Notices are periodically published to communic
12. fferings Planning Consultations e Includes an in depth review of project objectives e Matches specific needs with Acme Packet technologies that best address the business objectives of time cost and reliability Product and Service Objective Analysis e Includes identification of best practices for Acme Packet Covered Product configuration to meet application objectives e Includes availability maintainability redundancy and sparing schemes Network Engineering amp Design e Includes block level architecture discussion and analysis e Includes detailed call flow analysis and in depth review of call models and traffic analysis for network optimization and reliability e Includes operational support system interface consultation including network management provisioning and diagnostic interfaces 2 5 2 Installation Services Acme Packet offers as a Professional Service on site assistance to its End Users for various operational activities related to Acme Packet Equipment On site assistance is provided by Acme Packet technical personnel Installation services may include e Rack and stack of Net Net System e Configuration of the Net Net System to communicate with management systems and other network elements Confirmation of connectivity to the IP data signaling network and management networks Basic testing support to validate call flows and routing rules Onsite and or remote support during system integration and turn up Ongoi
13. for Enhancement RFE e An enhancement that is not available and or cannot be configured in the existing Licensed Software and therefore requires future development at Acme Packet s discretion 5 3 Response Guidelines Acme Packet will acknowledge and use commercially reasonable efforts to provide a Fix or a Workaround as set forth below if Acme Packet determines that such Workaround would be an adequate response In the case of a Workaround for a Critical or Major Defect Acme Packet will use commercially reasonable efforts to provide a permanent Fix within the next release CRITICAL An Acme Packet Technical Support Engineer will use commercially reasonable efforts to acknowledge the reported Defect within 15 minutes Resources will remain allocated until an emergency Fix or Workaround is developed and available to the End User The objective will be to provide a Workaround solution until a Fix is available 580 1000 50 Acme Packet Support Services 10 Proprietary and Confidential The End User will receive at a minimum a daily report on the status of the resolution until the End User has resumed normal business activities More frequent status reviews may be scheduled if required by the End User or situation MAJOR A Major trouble ticket will be acknowledged by Acme Packet within 30 minutes of the reported Defect If escalation is required then an engineer will be assigned to the Defect within six hours The objective will be to p
14. its prices Such modifications shall become effective as of the next annual renewal of the applicable Support Plan Acme Packet shall provide the End User a minimum of thirty days prior written notice of price increases 4 3 Exclusions Coverage under the Basic Warranty Service and the Support Plans does not apply if e Repair or replacement of a Covered Product is required as a result of causes other than normal use including without limitation repair maintenance alteration or modification of the Covered Product s by persons other than Acme Packet or Acme Packet authorized personnel abuse accident fault or negligence of the End User operator error or improper use or misuse of the Covered Product s use of the Covered Product in an application or environment or on a platform 580 1000 50 Acme Packet Support Services 9 Proprietary and Confidential or with software or devices for which the Covered Product was not designed or contemplated or causes external to the Covered Product s such as but not limited to transportation or fluctuations of humidity or temperature in excess of the specified tolerance levels of the Covered Product s or failure of electrical power or fire or water damage or any act or omission of any party other than Acme Packet End User does not install corrections or enhancements to the Covered Products that are made available by Acme Packet or The installation site is not maintained in accordance
15. me Packet s TAC organization that the problem is a result of a hardware failure Acme Packet must 580 1000 50 Acme Packet Support Services 5 Proprietary and Confidential receive RMA Equipment within 10 days of receipt of the replacement Equipment or End User shall be invoiced the full list price of the replacement Equipment The RMA Equipment returned by the End User will become the property of Acme Packet 2 3 3 24 Hour Advance Replacement Premium Net Net Gold Support Plan Twenty four 24 hour advance replacement is available to End Users who purchase the Premium Net Net Gold Support Plan Acme Packet will maintain an inventory of replacement parts for emergency situations requiring an advance shipment within one day Acme Packet shall ship advance replacement new or refurbished Equipment within 24 hours of receipt of notice by End User and acknowledgement by Acme Packet s TAC organization that the problem is a result of a hardware failure Acme Packet must receive RMA Equipment within 10 days of receipt of the replacement Equipment or End User shall be invoiced the full list price of the replacement Equipment The RMA Equipment returned by the End User will become the property of Acme Packet NOTE Advance replacement capability is intended to replenish the End User s spares The End User s system deployment plan should include the purchase of redundant system elements and spares In this regard it is recommended that
16. me Packet engineering resources for Defect resolution 4 Product Warranty and Support Plan Coverage Basic Warranty Service and support services for Covered Products will begin upon system shipment Acme Packet reserves the right not to renew a Support Plan for any reason Support Plan terms must be continuous Loss of term continuity may affect the ability to purchase a Support Plan 4 1 Expired Coverage Products not covered under an Acme Packet Support Plan must be qualified by Acme Packet prior to assuming coverage under such plan The qualification process may include but is not limited to inspection testing and repair of such products at the End User s expense The qualification process and the associated charges will be determined on a case by case basis 4 2 Support Plan Renewal Support Plans automatically renew on an annual basis upon payment no later than thirty 30 days prior to the expiration of the then current Support Plan term and multi year plans are available The initial term will automatically be extended for additional terms of one 1 year unless support services are terminated at the expiration of the initial term or any additional term by either party upon thirty 30 days prior written notice to the other party Renewal of the plans s shall be subject to Acme Packet approval and receipt of payment Pricing for Acme Packet s Support Plans is included in the main agreement Acme Packet reserves the right to modify
17. ng maintenance activities including Licensed Software upgrades and configuration changes 2 5 3 Technical Education Services Acme Packet offers as a Professional Service a Technical Education program that includes a comprehensive training curriculum designed to ensure that Acme Packets End User needs are addressed Our training courses are a blend of presentation discussion and hands on labs The courses are flexible and modular in nature and can be delivered at Acme Packet s corporate training sites in Burlington MA or Madrid Spain or on End User s premises We focus on sharing knowledge and creating skills based on the process products tools and methodologies required for our End Users to perform their jobs effectively and efficiently The benefits of onsite training include End User specific customization achieved by replacing non applicable modules with time spent discussing the End User s specific network topology and configuration Our onsite training classes can accommodate up to 12 students and includes the shipment of our mobile training lab a Net Net Session Director six student laptops cables and hubs Additional information about the training program including course pre requisites course descriptions and an online registration form for our open enrollment classes is available at www acmepacket com training 580 1000 50 Acme Packet Support Services 7 Proprietary and Confidential 2 5 4 Program Manageme
18. nt Services Acme Packet offers as a Professional Service a Program Manager who will act as the primary point of contact for all operational activity related to the Net Net System Program Management services may include e Support and coordination of service activities and resources with a focus on accurate and timely communication e Coordination and escalation of End User issues with all appropriate Acme Packet departments to ensure issues are prioritized appropriately and are receiving adequate attention e Ownership of an action register for all operational related issues on the Net Net System that require action and follow through by either party e Chairing regularly scheduled meetings with End User to report status updates and review action register 3 Responsibilities 3 1 End User Responsibilities 3 1 1 Tier 1 Support It is the End User s responsibility to operate and manage its systems and to perform first tier activities Tier 1 activities Tier 1 activities include monitoring maintaining administering and troubleshooting Defects that occur with the Acme Packet system Acme Packet trained End User personnel should be on site to provide Tier 1 diagnostics maintenance and administration On site visits for operational support i e configuration changes physical installation by Acme Packet technical personnel are considered Professional Services and will be at the End User s expense The following is a list of Tier 1 a
19. oblems with the Net Net system and to request information Trouble tickets are used to track all support calls This is designed to allow End Users one stop support inquiry and submission available 24 hours a day Trouble ticket Web access is available to End Users who have purchased a Standard Enhanced Net Net Blue Premium Net Net Gold or Net Net White Support Plan 2 2 Technical Support 2 2 1 General Technical support is available to End Users in the form of telephone support Web based support and optional on site support These support services are available to all End Users who subscribe to a Support Plan except where otherwise indicated 2 2 2 Telephone Support 9am 5pm EST Basic Warranty Service and Standard Support Plan The normal hours of coverage are 9 00 am to 5 00 pm Eastern Standard Time USA Monday through Friday excluding Acme Packet holidays A list of Acme Packet holidays will be provided upon request Technical support can be reached by calling 1 866 226 3758 within the USA or 1 781 756 6920 internationally NOTE Telephone support is not intended to replace Acme Packet s technical training courses 2 2 3 7 x 24 hour Telephone Support Enhanced Net Net Blue Premium Net Net Gold and Net Net White Support Plans Technical support is available 24x7 365 days a year for our Enhanced Net Net Blue Premium Net Net Gold and Net Net White Support Plan End Users For all critical service impacting problems Techni
20. ponsible for the support of Acme Packet Covered Products The list will include relevant telephone numbers for each management employee Use of such list will be subject to compliance with Acme Packet s privacy policies as may be provided to End User 580 1000 50 Acme Packet Support Services 11 Proprietary and Confidential 6 Miscellaneous 6 1 Confidentiality During the term of Support Services and for a period of two years thereafter each party will keep confidential and shall not use for any purpose any information provided to it by the other party unless the information sought to be disclosed a is publicly known at the time of disclosure b is lawfully received from a third party not bound in a confidential relationship with the other party c is published or otherwise made known to the public by the other party d was generated independently by the receiving party or e is required to be disclosed under a court order 6 2 General Neither party shall be responsible for any failure to perform its obligations under this Agreement other than obligations to pay money caused by an event beyond its reasonable control including but not limited to wars riots labor strikes natural disasters the infrastructure of the Internet or any law regulation ordinance or other act or order of any court government or governmental agency Acme Packet will provide all Services in a professional manner and consistent with appli
21. rovide a Workaround solution as soon as possible with a final solution or Fix as soon as possible after that The End User will receive a report on the status of the resolution every one to two days or as deemed necessary If a Workaround exists and the resolution is to be deferred to the next release of Licensed Software this will be reported to the End User and no further status reporting on this item will occur unless there are changes to the release schedule MINOR A Minor trouble ticket will be acknowledged by Acme Packet within four hours of the reported Defect A Minor Defect will be reviewed within ten days and if a Licensed Software or Equipment Fix is required to resolve the Defect then the issue will be assessed for inclusion in the next general release INQUIRIES amp COSMETIC ISSUES Inquiries and cosmetic issues reported as trouble tickets will be acknowledged by Acme Packet within eight hours of the ticket submittal Anomalies with the system such as misspellings will be reviewed for inclusion in a future release RFE Requests for enhancements will be forwarded to Acme Packet sales and marketing for review RFEs will be reviewed and discussed with the End User on a periodic basis as determined by the End User and Acme Packet Acme Packet shall have no obligation to develop enhancements 5 4 End User Escalation The End User and Acme Packet will develop and periodically update an escalation list of management employees res
22. tely previously issued Major Release for a period of 30 months per Major release beginning from the general availability date This does not include additional Licensed Software modules not previously purchased by End User or new features which Acme Packet licenses separately 2 4 4 License End User agrees that the use of any and all Major Releases Maintenance Releases Patch Releases updates changes improvements revisions data or documents furnished by Acme Packet in connection with the support services described hereunder shall be licensed under the terms of the Agreement 2 5 Professional Services If End User so elects Acme Packet will provide professional services to End User including without limitation consulting services installation services technical education and program management 580 1000 50 Acme Packet Support Services 6 Proprietary and Confidential services Professional Services on terms and conditions to be set forth in a separate written Statement of Work between the parties Any revisions to the Licensed Software delivered by way of Professional Services shall be treated for all purposes as Licensed Software and licensed under the terms of the Agreement The following Professional Services may be obtained from Acme Packet 2 5 1 Consulting Services Acme Packet offers as a Professional Service the following consulting services to End Users during the planning and implementation of new o
23. the End User In the event that any returned Equipment is determined by Acme Packet not to be Defective or that the Equipment that has been modified altered combined enhanced misused abused or is the subject of unauthorized repair accident problems with electrical power neglect or misapplication or is used in an application or environment or on a platform or with software or devices for which it was not designed or contemplated or if End User has not installed corrections or enhancements made available by Acme Packet or if the Defect is due to any act or omission of a third party End User shall reimburse Acme Packet for all costs and expenses related to the inspection and repair if any and return of such Equipment to End User Repaired or replaced Equipment will be warranted for the remainder of the warranty period or Support Plan term as applicable or 90 days whichever is longer End User shall only return Equipment to Acme Packet after receiving an RMA number from Acme Packet 2 3 2 5 Day Advance Replacement Enhanced Net Net Blue Support Plan Five 5 day advance replacement is available to End Users who purchase the Enhanced Net Net Blue Support Plan Acme Packet will maintain an inventory of replacement parts for emergency situations requiring an advance replacement within five days Acme Packet shall ship advance replacement new or refurbished Equipment within five days of receipt of notice by End User and acknowledgement by Ac
24. tion service for releases e Five 5 day advanced RMA hardware replacement The Premium Support Plan also referred to as the Net Net Gold Support Plan adds the following services e Twenty four 24 hour advanced RMA hardware replacement The Net Net White Support Plan applies to the Net Net OS E software only product and includes the following services e 24x7x365 technical support e Licensed software defect fixes on the current release and one release back during the release life cycle of 30 months per major release e Licensed software subscription service for releases 1 2 Definitions The defined terms used in this Plan have the meanings set forth below Agreement the Acme Packet End User Agreement or other license agreement between Acme Packet and End User Covered Products the Licensed Software and Equipment A Covered Product ceases to be a Covered Product when the Agreement is amended to exclude such a Covered Product or if End User fails to pay support fees or subscribe to or renew a Support Plan 580 1000 50 Acme Packet Support Services 2 Proprietary and Confidential Defect or Defective any instance where Licensed Software or Equipment does not substantially perform in accordance with its applicable specifications Defect severity levels are described in Section 5 of this document Fix a change in Licensed Software Equipment or documented procedures which removes a Defect Licensed Softw
25. tware Fixes Maintenance and Patch Releases Current Major Release only Current Major Release only Current Major Release amp one release back 30 months Current Major Release amp one release back 30 months Current Major Release amp one release back 30 months Software Subscription Service N A N A Yes Yes Yes Equipment Support 30 Day Repair Return to Factory Yes Yes N A N A N A 5 Day Advanced Shipment N A N A N A Yes N A 24 Hour Advanced Shipment N A N A N A N A Yes Professional Services Integration amp Configuration Support Refer to Professional Services price list Consulting and Network design Refer to Professional Services price list Program Management Refer to Professional Services price list Yes services included N A not available Standard Support Plan is available for the first year of new product purchases only 580 1000 50 Acme Packet Support Services Proprietary and Confidential 13
26. vide remote Ethernet access to the Net Net System via the Internet Without this access repair times may be extended significantly The use of a firewall or other appropriate security measures is also recommended and is the End User s responsibility 580 1000 50 Acme Packet Support Services 8 Proprietary and Confidential 3 1 3 Sparing Acme Packet recommends that the End User obtain a full set of spares applicable to a Net Net System for each location Contact your Acme Packet sales representative for a recommended list of spares 3 2 Acme Packet Responsibilities 3 2 1 Tier 2 and Tier 3 Support at Acme Packet Technical Support Center Acme Packet s Technical Support Center provides second and third level support to End Users Tier 2 and Tier 3 support With the Enhanced Net Net Blue Premium Net Net Gold and Net Net White Support Plans Tier 2 and Tier 3 support is available 24x7 including holidays and is provided primarily through the use of remote access to the End User s Net Net systems Tier 2 and Tier 3 Technical Support is located at the Acme Packet Technical Support Center The following are Tier 2 and Tier 3 activities Troubleshoot and isolate all complex Defects as escalated from Tier 1 personnel Provide status updates to Tier 1 for escalated Defects Utilize advanced analysis tools and procedures Analyze log files Assist End User in applying new software releases Escalate to SME and Ac
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