SUPPORT RULES
of ISPsystem software products
The given rules shall determine general terms and conditions of support of ISPsystem software products.
If a license agreement or any other agreement refers to the given Rules, it shall be applied as if it was an integral part of such a document, unless other specific terms have been agreed by the parties.
The given rules does not apply to Infrastructure edition Software Products.
1. TERMS AND DEFINITIONS
1.1. ISPsystem – ISPsystem LTD.
1.2. User – a person or a legal body that signed the ISPsystem license agreement granting non-exclusive rights to use Software products.
1.3. Software product – a program(s) for computers which exclusive rights or rights to distribute are owned by ISPsystem, including SaaS Software products i.e. programs for computers installed on ISPsystem servers which shall be used only by interacting with their functionality.
1.4. Account area - a non-public section of the my.ispsystem.com website used to order ISPsystem Services, manage licenses, pay, or conduct other actions related to its functionality. ISPsystem account area may only be accessed with the use of a username and a password identifying a User.
1.5. Support center - a section of the Account area or a specific section of the SaaS Software product where Support is provided.
1.6. Business day – days from Monday through Friday, except for certain public holidays specified by the applicable law.
1.7. Business hours – a time period from 01.00 to 10.00 (GMT) of any business day.
1.8. Incident – an interruption of Software product operation which was not preliminary planned by ISPsystem and which solution is not present in the documentation.
1.9. Ticket request - a request created by the User for ISPsystem, based on an Incident or without any Incident if a consultation is needed.
1.10. Request priority – is classification of Ticket requests based on their content which shall determine their order of priority.
1.11. ISPsystem service – an additional service available for order in the Account area e.g. an SSL certificate.
1.12. Support team – a group of ISPsystem specialists providing support that does not require programming skills or change in the logic of Software products.
1.13. Product team – a group of ISPsystem specialists taking part in Development of Software products.
1.14. Website – ISPsystem website available at www.ispsystem.com.
1.15. Any other terms and definitions shall be understood in a meaning determined by the License agreement and its appendices. If such terms and definitions have not been determined, they shall be understood in their general meaning.
2. SUBJECT OF THE ORDER
2.1. In accordance with the given Rules, ISPsystem provides the User with support on questions related to installation, configuration, adaptation, and usage of Software products (hereinafter – Support) in a volume determined by the given Rules.
2.2. Depending on the Software product and terms and conditions of the license agreement of the Software product, Support may be provided for a fee as well as on additional terms published on the ISPsystem Website.
Support on questions specified in the given Rules shall be provided without any additional fee, unless other terms and conditions are published on the ISPsystem Website.
2.3. By sending a Ticket request, the User confirms that he/she read the Rules version actual at the moment of when the Ticket request was created, as well as additional terms and conditions of Support service, including its price (if it is determined), published on the ISPsystem Website.
2.4. Special Support terms and conditions may be applied by additional agreements signed by the User and ISPsystem in a written form.
3. GENERAL PROVISIONS
3.1. Support is provided in the Support center, unless the given Rules also include phone support.
3.2. The User’s equipment used to install and configure Software products shall be actively connected to the Internet and accessible for network connection from the ISPsystem place of residence via the SSH protocol. Any expenses related to such connection, including traffic, shall be incurred by the User at its own cost.
3.3. Support shall be provided on the following Software products:
- Software products with standard configuration, or with configurations made by ISPsystem. Support shall not be provided for the Software products which were configured by the User or other parties with or without its privity;
- Software products of versions with the latest supported stable or current updates;
- Software products having active licenses.
3.4. ISPsystem provides the following types of Support:
- Advisory support as it is determined by section 4 of the given Rules;
- Technical support as it is determined by section 5 of the given Rules.
3.5. Support shall not be provided to users that received their rights to use the Software products from the User as subUsers. All Ticket requests shall be sent solely by the User.
4. ADVISORY SUPPORT
4.1. Advisory support is Support unrelated to solution of Incidents and provided on general questions of configuration and operation of Software products, such as the following:
- assistance in choosing Software products, consultation on their features, initial settings, installation, activation, integration, and operation;
- installation of Software products on the User’s servers available via SSH from the location of ISPsystem;
- assistance in ordering, prolongation, and payment of Software products and ISPsystem Services;
- resolution of issues related to activation and change of an IP address of the license;
- help with general questions related to usage of the Account area and restoration of access to it;
- consultation on features related to third party software which interacts with or takes part in operation of Software products, as well as general guidelines on configuration and integration;
- answers on financial questions.
4.2. Advisory support is not related to Incidents and does not require any technical actions. If Advisory support requires to get technical specialists involved, or specific technical actions organized, such as study of log files, connection to a server, etc., ISPsystem shall have the right to register a new Ticket to Technical support per agreement with the User. In such a case, the Ticket shall be reviewed as it is required by the rules fixed for Technical support Tickets.
4.3. Advisory support shall be provided for all Software products.
4.4. Advisory support may be provided via the phone.
5. TECHNICAL SUPPORT
5.1. Technical support is Support related to Incidents and/or requiring involvement of the Product team.
The volume, terms, and content of Support may differ depending on the Software product.
5.2. Technical support shall be provided on questions and issues determined in Annex 1 to the given Rules.
5.3. Review of Tickets on questions and issues not specified in Annex 1 shall be provided at no cost or for an additional fee at the ISPsystem discretion. Such Tickets shall be reviewed within the terms determined individually by ISPsystem.
6. PRIORITY OF INCIDENTS
6.1. ISPsystem shall give a certain priority level to every Ticket sent over the Support center, depending on its content:
6.1.1. Critical level is given to Tickets on Incidents resulting in suspension or complete loss of performance of the Software product. The main features of the Software product are unavailable.
6.1.2. Serious level is given to Tickets on Incidents leading to partial loss of performance of the Software product. Important features of the Software product are unavailable; however, the Software product is operational with some limits.
6.1.3. Standard level is given to Tickets related to technical issues and other matters that are not considered by ISPsystem as Critical or Serious.
6.2. The criteria for Priority level definition are as follows:
|
Software product |
Critical |
Serious |
Standard |
|
All Software products |
- Data is corrupted; - Key features of the Software product, such as user authorization or registration are unavailable. |
One or several modules or processing handlers that are not used often are unavailable. |
Tickets that are not considered as Critical or Serious |
|
BILLmanager |
The following features are unavailable, with no quick bypass solution: - service processing via the most used processing modules; - payment via the most used payment modules. - web interface is unavailable. |
Billing documents cannot be formed; Payment modules that are not used often are unavailable. Virtual machine statistics is unavailable. |
|
|
VMmanager |
The following features are unavailable:
|
A cluster node is unavailable from the master node. Web interface is unavailable. |
|
|
DCImanager |
The following features on the User’s equipment are unavailable: - Installation of operating systems and diagnostics on existing equipment (servers); - Collection of statistics from the User’s equipment making it impossible to issue invoices based on traffic statistics results. |
Locations are unavailable. Web interface is unavailable. |
6.3. All Tickets shall be reviewed on a first-come basis. ISPsystem shall keep the right to change the order of the Tickets on a basis of their Priority at its own discretion.
ISPsystem shall take the commercial-based measures to review the tickets within the quickest time period possible, taking into account their order and Priorities. At the same time, ISPsystem shall not provide any evident or implied guarantees regarding terms and timeliness of Ticket review, unless otherwise agreed by the User and ISPsystem.
7. GENERATION AND CONSIDERATION OF INCIDENTS
7.1. A Ticket to Support shall be sent to the Support center. It shall contain a full description of the question or issue, faulty operation of Software products and its consequences with attachment of screenshots, error reports, description of sequence of actions, and other information allowing to assign a Priority and resolve the Ticket.
Once requested, the User shall provide access to ISPsystem via the SSH protocol to the server(s) where the Software product is installed if such an access is required to review the Ticket. If access has not been granted, ISPsystem may not review the Ticket, or review it out of the terms required (if such terms have been agreed).
One Ticket shall be dedicated to only one issue or question.
Time of Ticket review shall be counted from the moment of the first message of the User. If the Ticket does not contain information required to review it, the time of review shall be started from the moment of when such information has been provided.
7.2. ISPsystem has the right to divide one Ticket into a few Tickets or unify a few Tickets and review them together at its sole discretion to provide the best solution of the Ticket. The unified/divided Tickets may have different Priorities.
If Tickets have been divided or unified, their time of review shall be based on time of creation of the latest of the Tickets that have been divided or unified.
7.3. ISPsystem has the right to ask the User for details on the Ticket, schedule certain operations, request additional information and resources required to resolve the Ticket, including but not limited to access to servers, space for backups, or a testing stand (hereinafter – Information/resources).
7.4. Every new Ticket shall receive the Standard priority per default. The User has the right to suggest to set a different priority for the ticket and explain the reasons for it. The Priority may be changed by ISPsystem at its sole discretion after ISPsystem has analyzed the Ticket in view of the criteria stipulated by the given Rules.
7.5. The User has the right to suspend or withdraw the Ticket at its sole discretion. In case of Ticket suspension, its time of review shall be restarted after it has been restored.
The User shall also have the right to take independent measures to resolve the Ticket. Any measures taken by the User shall be agreed with ISPsystem.
ISPsystem shall not remain responsible if the User has changed the status of Software products and equipment without notifying ISPsystem after the Ticket has been created, in case if such changes affect Ticket resolution directly or indirectly.
7.6. Time of Ticket review shall be increased proportionally in the following cases:
- Information/resources were requested - until such Information/resources are provided;
- feedback from a third party developer or manufacturer is required if the Ticket is related to third party products, services, or equipment - until such feedback is received;
- it is impossible to precisely determine the cause of an error, look for the error, or solutions proposed do not work – until the error or solution is found;
- it is required to schedule specific time for certain operations related to the Ticket with the User - until the scheduled time starts.
7.7. ISPsystem has the right to close the Ticket without the solution provided in the following cases:
- it is impossible to reproduce configuration of the Software product or equipment described in the Ticket, or there is no technical possibility to resolve the Ticket due to incompatibility of server settings or other possible reasons;
- the User has not provided Information/resources required to resolve the Ticket within 72 hours since it was requested;
- the User or other parties made changes to the Software product, unless such changes are allowed by functionality of the product;
- the Ticket is out of topics or issues that Support provided per these Rules can handle;
- the Ticket was created incorrectly, its review cannot be provided in a constructive, respectful way, or the User has systematically provided Information/resources with delays;
- solutions or answers to the Ticket have already been provided earlier.
- there are no more Tickets available to use if Support service is provided for a fee;
- Software products are used in ways that are not supported by the documentation, system requirements, or applicable standards, norms, and rules;
- the User commits specific intentional actions aimed to increase the priority of the Ticket.
7.8. After the Ticket has been closed, the ISPsystem shall provide the User with a notification about it. If the User has not provided any complaints within seven (7) days since such a notification was sent, the Ticket shall be deemed closed without complaints. The time of Ticket closing shall be the moment of when the notification was sent to the User.
All User’s complaints shall be reasoned as described in Para. 7.1 of the given Rules.
In view o the fact that the User shall be the one providing access to the User’s server for ISPsystem Support, the User shall disable this access on its own after the Ticket is closed or earlier if access to Support team is not required anymore, and change the corresponding password if root access has been provided.
7.9. If an error in the Software product has been found as a result of Ticket review, this error shall be added to the roadmap and fixed in one of the following major or minor versions of the Software product at ISPsystem’s discretion. The Ticket shall be closed since the error has been identified..
8. LIABILITY OF THE PARTIES
8.1. ISPsystem shall not provide any evident or implied guarantees resulting from Support, and it shall not guarantee that all the goals of the User would be achieved, as well as it shall not compensate for any real damage or loss profit. If for any reason such a denial of liability would not be applicable, ISPsystem’s liability shall be limited and shall not exceed fifty percent of the license fee for one month for the Software product to be claimed.
8.2. ISPsystem shall not be liable for impossibility to execute its obligations due to the following facts:
- the User has not executed its obligations determined by the given Rules, a license agreement, or performed actions that don’t correlate with documentation or other applicable standards and rules;
- there is no answer from a third party developer or vendor if a request is related to third party software products, services, or equipment;
- force majeure, such as power outages or network breaks on any side.
8.3. ISPsystem shall not be liable for quality or performance of information and resources provided by the Licensee, including but not limited to liability for backup copies and data.
8.4. If any terms and conditions of the given Rules are violated, rights are abused, or other unfair actions are performed, ISPsystem has the right to decline providing Support and restrict access to the Support center temporarily or permanently.
9. EXCLUSIVE EDIT RIGHTS
9.1. ISPsystem shall be the owner of the right to edit Software products or documentation created based on Tickets. Their usage by the User shall be governed by the current license agreement unless otherwise agreed by the parties.
9.2. Ideas, suggestions, advice, and other information received from ISPsystem and related to the User’s Ticket shall be owned by ISPsystem.
10. OTHER PROVISIONS
10.1. The Parties hereby agree that exchange of all documents and other legal messages shall be performed in the Support center. Such documents and messages shall be deemed performed in a simple written form.
10.2. The given Rules shall be executed and understood in accordance with the legislation of ISPsystem place of residence.
10.3. ISPsystem shall have the right to edit the given Rules unilaterally at any moment. ISPsystem shall publish a new edition of the Rules on the Website at least 10 (ten) days before the new edition comes into legal force.
The User shall take all measures to check for new editions of the given Rules.
10.4. Support shall be provided at ISPsystem discretion. ISPsystem has the right to stop providing Support at its own discretion, for all or certain Software products, or delimit questions sent to Support, add additional terms and conditions, including for a fee in any form.
Annex #1 to Support rules of ISPsystem software products
1. SCOPE OF WORK OF TECHNICAL SUPPORT
1.1. Technical support includes Tickets on questions and issues described in this Annex:
|
Software product |
Questions and issues |
|
All ISPsystem Software products |
1. Installation of Software products on the User’s equipment, migration of Software products and data between servers; 2. Migration of data between products of different versions; 3. Confirmation of errors in operation of Software products and proposition of temporary solutions if such solutions are feasible; 4. Search for issues affecting operation of Software products, which are related to the modified configuration files of third party software, interact with Software products and are required for operation of Software products. Search for conflicts of interaction with such software; 5. Search for additional factors affecting stable operation of Software products on the existing infrastructure of the User; 6. Help with installation of SSL certificates in Software products; 7. Installation of third party software and modules available from the Software product; 8. Configuration of third party integration modules on the side of the Software product; 9. General advices about development of plugins for Software products, in case if such advices are not related to checking of the code or training and do not require providing examples of implementation of such plugins in certain programming languages. |
|
BILLmanager |
Assistance with the following configurations: · Services and tariff plans; · Marketing module; · Modules of external integrations made on the BILLmanager side · Technical support module; · Finances module. |
|
VMmanager |
Assistance with the following configurations: · Clusters; · Backups; · Migration of virtual machines between servers; · Import of virtual machines from other servers with the help of the Software product. |
|
DCImanager |
Assistance with the following configurations: · Added equipment (pre-configured) including server operations; · Remote locations; · Modules. · Help in finding possible issues disturbing operations with equipment. |
|
IPmanager and DNSmanager: |
Assistance with the following configurations: · Domain zones; · Transfer. |
2. LIMITATIONS
2.1. Technical support shall not be provided for Tickets on the following questions and issues:
2.1.1. Search for errors in scripts, plugins, and/or SQL requests of the User and resolution of such errors;
2.1.2. Training, including but not limited to basic principles of operation of Linux, FreeBSD, or Windows operating systems, basics of network configuration, and operation of network interfaces;
2.1.2. Recommendations on settings and optimization of services and their configuration with the use of a command line;
2.1.3. Administration of servers and infrastructure, including but not limited to:
- Configuration of server infrastructure (servers etc.), configuration of network equipment, building of architecture of the client’s network;
- Scheduled work performed on server and network equipment of the User, such as the following:
i. Software updates;
ii. Scheduled reboots;
iii. Rotation and deletion of system logs;
iv. Backups and tests of their consistency.
- Installation and configuration of additional software that is not directly required for operation of Software products;
- Any questions sent to Support that are related to third party software installed on a server which is not included in operating system and is not required for operation of Software products but which affects and/or impedes their stable performance
2.1.4. Resolution of errors related to failures in hardware, or its incompatibility or wearout;
2.1.5. Resolution of errors in scripts appearing due to modification of Software products or their configuration, except for situations described in documentation;
2.2. ISPsystem shall provide information about ways to resolve issues described in the Ticket within the scope of Technical support. Configuration and other actions based on information provided by ISPsystem shall be made by the User.
2.3. If the Ticket describes questions and issues related to typical standard operations, ISPsystem shall provide information about the order of such operations and an example of how to do it for one operation. All consequent operations shall be executed by the User.
3. OTHER PROVISIONS
3.1. If data has to be migrated or edited when Technical support is used, the User shall check the fullness, integrity, and accuracy of data and prepare backup copies. When providing Technical support, ISPsystem is premised on the idea that such requirements are fully met.