Springboard Technical Support Terms

1. Technical Support General.

    1. Technical Support includes: (a) responses to Incidents in accordance with the SROs detailed below; (b) effort to identify causes of suspected Errors (as defined below) occurring on the Products; (c) addressing confirmed Errors in the Products; and (d) any additional support services specified in the Order Form. When Support Coordinators (as defined below) notify Lucidworks of a suspected Error in the Products, Lucidworks will use commercially reasonable efforts to reproduce such suspected Error.
    2. Authorized Support Coordinators. Customer will designate specific Customer personnel for requesting and receiving Technical Support from Lucidworks (the “Support Coordinators”), and Lucidworks will provide Technical Support only to Support Coordinators. Customer will provide Lucidworks with the names of the Support Coordinators upon execution of this Agreement. Lucidworks, in its sole discretion, may limit the number of Support Coordinators in proportion to the purchased Product Subscriptions.
    3. Customer Obligations. As a condition to Lucidworks’ Technical Support obligations under this Agreement, Customer must: (a) assist Lucidworks in identifying and correcting Errors; (b) execute reasonable diagnostic routines in accordance with instructions provided by Lucidworks (and inform Lucidworks of the results of such tests); and (c) ensure that its Support Coordinators are sufficiently qualified and familiar with the Products and Customer systems so as to provide Lucidworks with reasonable assistance in diagnosing and addressing Errors.
      D.Scheduled Maintenance. Lucidworks will communicate with Customer regarding scheduled maintenance via official channels.

2.  Definitions.

  1. “Error” means a reproducible failure of the Products to perform in substantial conformity with its Documentation, if any. 
  2. “Incident” means a single question or issue posed by Customer with respect to the Products.
  3. “Improvements” means all improvements, updates, enhancements, error corrections, bug fixes, release notes, upgrades, and changes to the Product as developed by Lucidworks, made generally available for production use and which are not separately priced and marketed.
  4. “Business Day” means each day Monday-Friday, 6am – 9pm E.T.

3. Service Response Objectives (“SRO”).

Severity 1 Incident Support Initial response time of one (1) hour; Lucidworks’ support personnel will work to resolve the issue until a temporary workaround is in place
Severity 2 Incident Support Initial response time of four (4) Business hours
Severity 3 Incident Support Initial response time of one (1) Business day
Severity 4 Incident Support Initial response time of two (2) Business days

 

A.   Severity Level Definitions.

  1. Severity 1: A reported Incident, which has a severe commercial impact on Customer’s business which either makes the Product inoperable or prevents content discovery.
  2. Severity 2: A reported Incident, which has a significant commercial impact on Customer’s business which either makes one or more critical areas of functionality inoperable or prevents content discovery, and any workaround has a significant operational impact.
  3. Severity 3: A reported Incident, which has a moderate commercial impact on Customer’s business which either makes one or more non-critical areas of functionality inoperable or results in serious inconvenience to a significant number of Customer’s users, and a workaround has only a minor operational impact, or impacts Customer’s non-production environments.
  4. Severity 4: A reported Incident, which has no commercial impact on Customer’s business or does not affect any critical areas of functionality and only results in minor inconvenience to a small number of Customer’s users, and a workaround has only a minor operational impact, or impacts Customer’s non-production environments.

3. Exclusions.

Lucidworks will have no obligation to correct Errors caused by: (a) any Customer or third-party product, or (c) Customer’s systems. Lucidworks is under no obligation to provide Technical Support if any Fees are overdue. Further, Customer acknowledges that the SROs shall only apply to the extent that Customer has not exceeded the License Metrics that are described in the applicable Order Form. Customer acknowledges that compliance with the License Metrics outlined in the applicable Order Form is critical to Lucidworks’ ability to comply with the SROs. Should Customer exceed such License Metrics, the SROs shall no longer apply. Issues related to Professional Services, including training or integration, are not covered by Technical Support and are instead covered by a Statement of Work or contracted for separately.

Last updated 08/25/2022