REGULATIONS
on Rendering Support in Respect of ISPsystem
Software Products
Revision dated 10/29/2024.
These Regulations define
the terms and conditions of rendering support in respect of ISPsystem
Software Products.
These Regulations shall
not apply to technical support of Software Products of Infrastructure, Hosting,
Hosting & Cloud, Enterprise editions if licenses are not obtained directly
from ISPsystem (for example, obtained through a
distribution channel) or if technical support is provided on the basis of a
certificate.
Where reference is made
to these Regulations in a license or other agreement, the Regulations shall
apply as if they were part of that document, except to the extent that the
parties have agreed otherwise.
1. TERMS AND DEFINITIONS
1.1. ISPsystem
– ISPsystem LTD.
1.2. User - a natural
person or legal entity who has concluded a license agreement with ISPsystem on granting a non-exclusive right to use the
Software Products.
1.3. Incident - any
interruption of the Software Product operation, unplanned behavior of ISPsystem, the method of elimination of which is absent in
the Documentation;
1.4. Client Area - a
non-public section of ISPsystem.ru website where ISPsystem
Services are ordered, licenses are managed, payments are made and other actions
provided for by its functionality are performed. Access to the client area is
possible only using a login and password that identify the User
1.5. Ticket - User's
request to ISPsystem on the basis of an Incident or
without an Incident as part of rendering a consultation;
1.6. Ticket Priority -
classification of a Ticket based on its content that determines the order of
its consideration assigned by ISPsystem;
1.7. Software Product -
a program (programs) for computer, exclusive rights or distribution rights to
which (which) belong to ISPsystem.
1.8. Product Team - a
group of ISPsystem specialists participating in the
development of Software Products;
1.9. Business Hours -
the time from 09.00 to 18.00 hours (UTC +0) of a Business Day.
1.10. Business Day -
days from Monday to Friday, excluding weekends holidays in accordance with
applicable law.
1.11. Website - ISPsystem's website at www.ispsystem.com.
1.12. ISPsystem Service - an additional service available for
ordering in the Client Area;
1.13. Documentation -
documentation for the software product, as well as the knowledge base posted on
the Website.
1.14. Response Time - a
time period during which the Ticket can stay on the ISPsystem
side. The time countdown starts from the moment of notification of the User
about registration of the Ticket received through the Client Area, or from the
moment of receipt of additional information necessary for resolving the Ticket
and completion of downloading the provided data. During the time period, ISPsystem is guaranteed to proceed with the Ticket and
provide a response or request clarifying information necessary to resolve the
Ticket.
1.15. All other terms
and definitions shall be interpreted in the meaning provided for in the License
Agreement and its annexes, or, if not specifically defined, in accordance with
their commonly used meaning.
2. SUBJECT MATTER
2.1. In accordance with
these Regulations, ISPsystem provides the User with
support on issues related to installation, configuration, adaptation, use of
the Software Products (hereinafter referred to as Support) to the extent
determined by these Regulations.
2.2. By submitting the
Ticket, the User confirms that he/she has familiarized with the version of the
Regulations and additional terms and conditions (if any) of provision of
Support published on the ISPsystem Website effective
at the moment of creating the Ticket.
2.3. Special conditions
of Support may be stipulated by agreements concluded between the User and ISPsystem in writing.
3. GENERAL PROVISIONS
3.1 All User's equipment
on which the Software Products are installed/to be installed/diagnosed and
configured must have an active Internet connection.
3.2. Support is provided
for the below Software Products only:
3.2.1. Configurations
provided for in the Documentation as well as configurations changed exclusively
by ISPsystem. Support is not provided for Software
Products whose configurations have been changed by the User (or by other
persons with or without the User's knowledge);
3.2.2. Supported major
versions of Software Products for which no EOL has been declared:
- for DCImanager 6, VMmanager 6 - with
installed updates issued not later than two months before the date of ticket;
- for BILLmanager 6 - with installed updates to the last two
stable minor versions of the product; intermediate beta versions of the product
released not earlier than the penultimate stable minor version;
- DNSmanager 6 - with installed updates only to the last two
minor versions of the product.
3.2.3. Having active
licenses.
3.3. Support is not
provided to persons who have obtained the rights to use the Software Products
from the User by way of sublicensing. All Tickets can only be sent directly by
the User.
3.4. Technical support
is provided on the issues defined in Appendix No. 1 to these Regulations.
Tickets on the issues other than those specified in Appendix No.1 shall only be
addressed at the discretion of ISPsystem, including
for an additional fee. Such Tickets shall be subject to the deadlines
determined by ISPsystem individually.
4. RECEPTION AND REGISTRATION OF TICKETS
4.1. In order to send a Ticket, it is necessary to
ascertain that there is no suitable solution in the Documentation.
4.2. ISPsystem accepts
Tickets 24 hours a day, 7 days a week through the following channels:
● in the Client Area, after
authentication.
● By phone at +1-415-697-15-31, via
the chat widget on the Website, via a Telegram bot at
https://t.me/ISPsupportBot, if no additional time or information, diagnostic
data is needed to prepare a response and if no confidential data is to be
disclosed. ISPsystem is entitled to recommend the
User to create a Ticket (or create it independently on behalf of the User) in
the Client Area if it considers that additional authentication of the User,
time or additional data are required to resolve the Ticket.
● By email at help@ispsystem.com. In
this case, ISPsystem has the right to refuse to
provide support if the Ticket is sent by the User not from the email address
specified as the contact one in Client Area.
5. TICKET PRIORITY
5.1. ISPsystem
prioritizes all Tickets based on their content.
5.2. General criteria
for determining Priority:
Priority |
General description of
the implications |
|||
VMmanager 6 |
DCImanager 6 |
BILLmanager 6 |
DNSmanager 6 |
|
Emergency |
·
a problem with the Software Product affecting the
continuity of the User's business processes by interrupting the functionality
of the Software Product or causing data loss, setting the default settings to
an unsafe mode or other data security problems; ·
The Software Product fails to update; ·
The software product is not installed to perform
migrations or address critical situations that seriously impact business
processes; ·
the interface of the Software Product fails to open; ·
unable to log in as an administrative user; ·
unable to order/renew a license for the Software
Product. |
|||
● unable to create new virtual machines and start all already created
virtual machines on all nodes of the cluster; ● a virtual machine loses connectivity with the cluster node; ● unable to delete a node; ● freezing of tasks blocking the Software Product or virtual machines on
all nodes of the cluster. |
● unable to add a server or other equipment to a location; ● any diagnostic operation, operating system installation, or other
action is not started; ● unable to create a connection to a running PDU; ● unable to create a location at the first startup; ● lost connection with a working location after the update. |
● ordering, payments, service processing (all active processing modules)
does not work; ● failed or errors to accept payments through the payment modules basic
for the User. |
|
|
High |
● a problem causing partial loss of functionality of the Software
Product but not resulting in damage or loss of data or interruption of the
Software Product performance; ● the core functionality of the Software Product is affected and a
workaround or temporary solution is present until the problem is fixed in the
Software Product; ● Website, Documentation, or other ISPsystem
resource necessary for operation of the Software Product is unavailable. |
|||
|
● unable to create virtual machines on one or more cluster nodes; ● inaccessibility of the cluster node from the server with VMmanager platform; ● unable to change the status of a virtual machine when performing
operations on it; ● error loading content on some page on a critical user path (but the
feature is available via API); ● user authorization error (but the function is available via API); ● unable to perform basic operations on a virtual machine (while
retaining access to API and virsh). |
● inoperability of the location from the platform; ● failed reboot, power on or power off functions from the server menu
item, but you can reboot via BMC; ● the server status does not change when receiving errors from BMC
sensors; ● racks are not created when adding a new location (while it is possible
to add from the Racks section). |
● unable to generate accounting documents; ● failed payment modules that are not frequently used by the User ● failed to collect statistics from virtual machines; ● unable to order a tariff of one of the popular configurations for the
User; ● unable to use a payment system popular for the User; ● processing module does not process actions on services. |
|
Medium |
functionality of the
Software Product other than core functionality is affected, there is a
workaround or temporary solution until a bugfix is released. |
|||
|
● the Software Product fails to install in a normal mode; ● limits on cluster nodes are not triggered; ● an IP is issued from a pool that was not selected by the user when the
virtual machine was created; ● error adding a user's SSH key to their virtual machine; ● encountering problems with backups, snapshots, and virtual machine
images. |
● an error when installing the blade server in the last unit rack; ● errors when opening the form of server auto-add settings via BMC. |
● incorrect generation of accounting documents; ● unable to order the service at certain (not too rare) settings; ● backup failure.
|
|
Low |
Consultation on the
functionality of the Software Product and other non-critical Tickets not
mentioned above. |
6. ADDRESSING TICKETS
6.1. The Ticket shall
contain a full description of the issue, incorrect behavior of the Software
Products, its consequences, with attached screenshots, error reports,
description of the sequence of actions, as well as other information allowing
to assign Priority and resolve the Ticket.
One Ticket may contain
only one issue.
The time of addressing
the Ticket is calculated from the moment of the first message of the User, and
if it does not contain the information necessary for addressing the Ticket -
from the moment when such information is effectively provided.
6.2. Before executing
instructions provided by ISPsystem in a functioning
infrastructure, the User shall back up data, the Software Product, other
software or back up the entire configuration.
By granting access the
User agrees to make the necessary changes to the settings of the existing
infrastructure in order to resolve the Ticket.
6.3. In order to resolve
the Ticket in the most efficient way ISPsystem may at
its own discretion divide one Ticket into several Tickets or combine Tickets
for joint addressing. Combined/divided Tickets can be assigned different
priorities.
In case of
combining/division, the time for addressing the Ticket shall be determined
based on the time of creation of the most recent of the combined/divided
Tickets.
6.4. ISPsystem
is entitled to clarify the Address from the User, coordinate operations,
request provision of additional information and resources necessary for
addressing the Ticket, including but not limited backup space, test bench
(hereinafter referred to as the “Information/Resources”).
6.5. Immediately after
the Ticket is created, it is assigned a default priority of “Low”. When
creating a Ticket, the User has the right to indicate the need to establish a
certain priority, with justification of the reasons. The priority is subject to
clarification by ISPsystem at its own discretion
after analyzing the contents of the Ticket taking into account the criteria
defined by these Regulations.
6.6. The User has the
right to suspend or revoke the created Ticket at its discretion. In case of
suspension of the Ticket, the term of its consideration after resumption shall
be calculated anew.
The User also has the
right to take independent measures to resolve the Ticket. Measures taken by the
User must be agreed with ISPsystem.
If after creation of the
Ticket, the User without coordination with ISPsystem
makes changes in the Software Products and equipment that directly or
indirectly affect the resolution of the Ticket, the term for consideration of
Tickets (if any) shall not be applied.
6.7. Response time in
addressing Tickets:
Priority |
Response time |
Emergency |
8 hours |
High |
16 business hours |
Medium |
24 business hours |
Low |
32 business hours |
Tickets are addressed in
the general order of their receipt. ISPsystem has the
right to change the order of addressing the Ticket and its Priority at its own
discretion.
ISPsystem will take commercially
reasonable steps to address the Tickets in the least reasonable time, taking
into account general priority and established Priorities. However, ISPsystem does not provide any express and implied
warranties regarding the term and timeliness of addressing the Tickets, unless
otherwise separately agreed between the User and ISPsystem.
Tickets that require the involvement of the Product
Team are only addressed during Business Hours.
6.8. The time of
addressing the Ticket shall be subject to a commensurate increase in the
following cases:
- request for
Information/Resources - until provided;
- the need to receive a
response from a third-party developer or manufacturer, when the Ticket is
related to third-party software products, services or equipment - until such
response is received;
- if the cause of the
error cannot be unambiguously established, or if the proposed solutions do not
work, until the error is established or a solution is found;
- approval with the User
on a certain time for ISPsystem to perform operations
arising from the Ticket - until such agreed time.
6.9. ISPsystem
is entitled to close the Ticket without its essential resolution in the
following cases:
- unable to recreate the
Incident described with a similar configuration of the Software Product and
equipment, as well as the lack of technical possibility to resolve the Ticket
in a particular case (incompatibility of server settings, etc.);
- failure of the User to
provide the Information/Resources necessary for resolving the Ticket within 72
hours from the moment of their request;
- changes made by the
User (other persons) to the Software Product, except for changes provided by
its functionality;
- if the Ticket is
beyond the scope of the support provided under these Regulations;
- if the Ticket is
created incorrectly, its consideration is carried out unconstructively,
disrespectfully or with a systematic delay in providing Information/Resources
by the User;
- providing a response
to the Ticket earlier;
- use of the Software
Products in ways not provided for in the Documentation, system requirements,
and generally applicable standards, codes, and regulations;
- committing intentional
actions aimed at increasing the priority of addressing the Ticket.
6.10. After the Ticket
is closed, ISPsystem sends a corresponding
notification to the User. If no objections are received from the User within
five (5) days from the date of notification, the Ticket shall be considered
closed without comments. The closing time is considered to be the moment of sending
a closing notice to the User.
The User's objections
shall be motivated according to the rules of p. 6.1 of these Regulations.
6.11. If as a result of
addressing a Ticket, an error is found in the Software Product, its correction
is included into the development plan and is subject to elimination in one of
the subsequent major or minor versions of the Software Product at ISPsystem's discretion, and the Ticket is subject to
closure due to finding of the error.
7. LIABILITY OF PARTIES
7.1. ISPsystem
does not provide any express or implied warranties arising from the Support,
does not guarantee achievement of the User's goals, does not compensate for
real damage or lost profit. If for any reason a waiver of liability is not
deemed applicable, ISPsystem's liability shall be
deemed limited and may not exceed fifty percent of the one
month license fee for the Software Product for which claims are made.
7.2. In no event shall ISPsystem be liable in the event that the inability to
fulfill an obligation is a consequence of the following:
- non-fulfillment of the
User's obligations defined by these Regulations, license agreement, as well as
committing actions not in accordance with the Documentation, applicable
standards and rules;
- failure to receive a
response from a third-party developer or manufacturer when the request is
related to third-party software products, services, or hardware;
- force majeure. Such
circumstances shall additionally include power failure of either party's
equipment, disruption of communication lines, and disruption of Internet
segments.
7.3. ISPsystem
is not responsible for quality, operability of the Information/Resources
provided within the framework of Support, including (but not limited to) for
safekeeping of backups and data.
7.4. In case of
violation of provisions of these Regulations, abuse of one's rights, as well as
in other cases of bad faith, disrespectful, offensive behavior, committing
actions aimed at disruption of operation and interference in operation of the
Client Area and other ISPsystem resources, ISPsystem is entitled to refuse to provide Support and
temporarily or permanently restrict access to the Support section in the Client
Area.
7.5. The user is solely
responsible for backing up and restoring his data.
8. EXCLUSIVE RIGHTS OF MODIFICATION
8.1. The exclusive right
of modification of the Software Products, and Documentation made by ISPsystem on the basis of Tickets shall belongs to ISPsystem and their use by the User is governed by the
applicable license agreement, unless otherwise agreed by the parties.
8.2. Ideas, suggestions,
advice and other information received from ISPsystem
in connection with the User's Ticket shall be the property of ISPsystem.
9. MISCELLANEOUS
9.1. The Parties have
agreed that all documents, as well as other legally significant communications,
shall be exchanged at the Support Center. All such documents and communications
shall be deemed to be in simple writing.
9.2. These Regulations
shall be executed and interpreted in accordance with the law of the country
where ISPsystem is located (the law of the Republic
of Cyprus).
9.3. ISPsystem
may unilaterally change the terms and conditions of these Regulations at any
time. ISPsystem will publish the new edition on the
Website ten (10) days before the respective changes take effect.
The User shall
independently take the necessary measures to promptly verify the existence of
changes to these Regulations.
9.4. Support is provided
at the discretion of ISPsystem. ISPsystem
is entitled solely by its own decision to terminate provision of Support for
all or separate Software Products, as well as to limit the issues of Support,
introduce additional conditions for provision of Support, including payment in
any form.
Appendix No.1 to
Regulations on Rendering Support in Respect of ISPsystem
Software Products
1. TECHNICAL SUPPORT
ISSUES
1.1. When rendering Technical Support, ISPsystem shall address Tickets only regarding the issues
specified in this Appendix:
Software product |
Technical support issues |
1. For all ISPsystem products |
1.
Consultation on migration of Software Products and data between
servers (does not include work on migration); 2.
Consultation on data migration between products of different versions
(the possibility of performing the migration itself is determined on an
individual basis, in the Ticket); 3.
Consultations and performance of works on updating of the Software
Products; 4.
Consultation on API (does not include work on ready-made requests); 5.
Confirming errors in the operation of the Software Products and
proposing a temporary solution, if possible; 6.
Assistance in setting up integration and diagnosing problems when
using modules integrated with the Software Product if ISPsystem
is a developer of such integrations and modules and their versions are
supported; 7.
General consultations in writing plug-ins for the Software Products,
if such consultations do not require code validation, training, as well as
providing examples of implementation in any language. 8.
Consultations on general issues of setting up and operation of the
Software Products: ·
assistance in selecting Software Products, consulting on their
functions, initial configuration, installation, activation, integration and
operation; ·
installation of the Software Products on the User's servers accessible
via SSH from ISPsystem location; ·
assistance in ordering, renewal and payment for ISPsystem
Software Products and Services; ·
solving problems with license activation and IP address change; ·
assistance on the use of Client Area, restoring access to it; · addressing financial issues.
|
BILLmanager 6 |
1.
Advise and performing the following types of work: ·
creating a tariff with default addons without editing them; ·
finding the cause of a product not working (only applies to default
functionality); ·
installation of modules supported by the product and described in ISPsystem documentation. Installation is performed only
on the BILLmanager 6 side; ·
connection of supported payment methods (specified in ISPsystem documentation); ·
finding the reason for failure to fulfill an API request. |
VMmanager 6 |
1.
Assistance in setup of: ·
a cluster; ·
backups; ·
migration of virtual machines between servers; ·
Importing virtual machines from other servers, using the Software
Product tools. 2.
Advise and performing the following types of work: ·
setting up a connection to the mail server; ·
connecting storage for backups, disks, etc.; ·
installation of modules supported by the product and described in ISPsystem documentation; ·
cluster creation and launch; ·
creating the first node of the cluster; ·
creating a test pool of IP addresses; · creating a virtual machine. |
DCImanager 6
|
3.
Assistance in setup of: ·
Added equipment (previously configured), including performing
operations on servers; ·
Remote locations; ·
Modules. 4.
Assistance in identifying possible problems that interfere with
equipment operations. 5.
Advise and performing the following types of work: ·
creating and launching locations; ·
creating users and roles; ·
creating a server at a location (according to user data) with checking
the work of the diagnostic template on the created server; ·
creating a switch on a location (based on user data); ·
creating a PDU or UPS at the location (based on user data). |
IPmanager and DNSmanager 6:
|
1.
Assistance in setup of: ·
namespaces; · zone transfers. |
2. TICKET ADDRESSING RESTRICTIONS
3.1 Tickets on issues
shown below shall not be addressed within the framework of Technical Support:
2.1.1. Searching for and
fixing errors in scripts, plugins and/or SQL queries of the User;
2.1.2. Training,
including (but not limited to) the basic principles of operating systems Linux,
FreeBSD, Windows, the basics of building networks and network interfaces;
2.1.2. Recommendations
on how to configure and optimize services, and how to configure them using the
command line;
2.1.3. Server and
infrastructure administration, including but not limited to:
- Configuring server
infrastructure (servers, etc.), configuring network equipment, building client
network architecture;
- Routine work performed
on the User's server and switching equipment, such as:
i. Software update;
ii. Scheduled reboot;
iii. Rotation and
deletion of system logs;
iv. Backup and checking
its consistency.
- Installing and
configuring additional software that is not required for the operation of the
Software Products;
- Any Support issues if
third-party software not included with the OS and not required for the Software
Products is installed on the server, affecting and/or interfering with their
correct operation.
2.1.4. Fixing errors due
to hardware failures, incompatibilities, or wear and tear;
2.1.5. Fixing errors in
scripts arising due to modification of the Software Products or configuration,
except as described in the Documentation;
2.2. As part of
Technical Support ISPsystem provides information on
how to resolve the issues contained in the Ticket. Direct configuration and all
other actions based on ISPsystem information are
performed by the User independently.
2.3. If a Ticket to
Technical Support contains a question about performance of several standard
operations, ISPsystem provides information about the
procedure of their performance on the example of one operation. All further
operations are performed by the User independently.
3. Additional provisions
3.1 If during the
provision of Technical Support any data are to be transferred or changed, the
User shall check the completeness, integrity and reliability of the data and
ensure the availability of backup copies. When providing Technical Support ISPsystem assumes that such requirements are met in full.