Global SLA

1. SOFTWARE MAINTENANCE

PrinterLogic will provide the following Maintenance and Support to all Software customers with a current subscription or maintenance contract:

a. Preventive and remedial services to maintain Software in compliance with all applicable specifications and in good operating condition;

b. Updates:  PrinterLogic shall provide, as soon as they are made available, to you such upgrades as it provides to the users for the Software from time to time.

c. Telephone support line(s):

North America     +1 (435) 652-1288 ext. 2

Germany         +49 (6122) 7783900

United Kingdom     +44 (20) 39003233

France         +33 (1) 85640227

Netherlands         +31 (10) 7986140

Australia        +61 (2916) 12828

International         +1 435.652.1288 ext. 2

Fax International     +1 435.652.1821

d. Online access to technical support bulletins and Web sites for all updates and upgrades. Email support requests can be sent to support@printerlogic.com.

2. PERFORMANCE OF MAINTENANCE AND SUPPORT

 – Support Qualification: In order to receive support from PrinterLogic, the customer must keep their software reasonably up-to-date. Software versions older than three (3) years will not be supported. For situations in which a customer with an active subscription or maintenance contract requires support for Software greater than three (3) years old, the PrinterLogic support team will first update the customer’s software to the most recent version. Once the software is updated, the support request will be addressed per standard protocol as outlined in this agreement.

 – Business Hours, Service Calls.  You may place requests for Support (a “Service Call”) through e-mail, online, chatbot, or PrinterLogic’s telephone support line.  PrinterLogic will provide a fully staffed call center on business days, during the hours of 1:00 a.m. to 6:00 p.m., Monday – Friday MT (except U.S. holidays* or CET holidays** described below). Outside of these hours, telephone support personnel will be accessible on-call by calling the PrinterLogic’s telephone support line. Response times during business and non-business hours are provided below according to the priority level. Your contacts must use commercially reasonable efforts to provide all information that PrinterLogic reasonably requests about each Service call.

Priority Level Definition Response Time
 

 

“Non-Critical” or General Support Requests

Support requests where a mission-critical printing service
has not been interrupted in a production environment.
 

 

 

Non-critical support requests during business hours: PrinterLogic will respond within eight (8) hours.
Non-critical support requests during non-business hours: PrinterLogic will respond by the close of
the next business day per PrinterLogic business hours.

“Critical”  

 

 

 

Support requests qualify as critical if conditions are defined as problems that impact the End User’s operation to the point where the Products (or the products and equipment with which the Products are intended to interoperate) are unavailable or unusable for all users, or the Products cause a complete system failure.
A Severity Level 1 condition also exists if time-critical production work is at a standstill or key business processes cannot be conducted.

 

 

 

Critical support requests received during business and non-business hours:

PrinterLogic will respond within four (4) hours. All critical support requests must be made by phone by calling the PrinterLogic telephone support line as shown in 1(c) above.

 

*US Holidays recognized by PrinterLogic
New Year’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving Day
Day after Thanksgiving
Christmas Day
New Year’s Eve Day

 

**CET Holidays recognized by PrinterLogic
New Year’s Day (Neujahr)
Good Friday (Karfreitag)
Easter Monday (Ostermontag)
May Day (Tag der Arbeit)
Ascension of Christ (Christi Himmelfahrt)
Pentecost/Whit Monday (Pfingstmontag)
Corpus Christi (Fronleichnam)
Day of German Unity (Tag der deutschen Einheit)
Day of Reformation
Christmas (Weihnachtsfeiertag)
Boxing Day/Christ Holiday (Weihnachtsfeiertag)

 

 

c. Updates to Maintained Software.  Each Update will be provided to you as it is made available by PrinterLogic to any of its customers.

d. Services Performed Remotely. All Maintenance and Support Services covered under this agreement will be performed remotely via remote access, telephone, email,  or any other remote means.

e. SaaS Availability. SaaS Services shall be available 99.5%, measured monthly excluding scheduled maintenance.

Any downtime resulting from outages of third-party connections or utilities or other reasons beyond PrinterLogic’s control will be excluded from any uptime or downtime calculation.

PrinterLogic’s blocking of data communications or other Service in accordance with its policies shall not be deemed to be a failure of PrinterLogic to provide adequate service levels under this Software Support Service Level Agreement. 

3. MAINTENANCE/SUPPORT TERMS 

Maintenance/Support is always sold for a fixed term. A Customer is required to renew its Maintenance/Support entitlement prior to the expiration date of the Maintenance/Support term in order to continue to avail itself of the Maintenance/Support benefits. The Customer can only avail itself of Maintenance/Support for those Software Products for which it maintains current Maintenance/Support contracts. Maintenance/Support contracts apply to Software Products as follows:

      a. Perpetual Licenses: Perpetual licenses and Maintenance/Support services are sold separately.

     b. Subscription Licenses: Subscription licenses and Maintenance/Support services are sold jointly as one product. Maintenance/Support will run concurrent with the subscription license term.

Maintenance/Support is purchased on a per-license basis. The Customer may not purchase Maintenance/Support for a subset of Software Product licenses and then misuse that Maintenance/Support to cover other unsupported Software Product licenses. Prohibited misuse includes calling Technical Support on an issue with unsupported Software Product licenses, or updating an unsupported Software Product license with a maintenance update or new release. To help the Customer remain compliant and keep its infrastructure updated, the Maintenance/Support contract quantity should always equal the quantity of Software Product licenses purchased.