Terms and Conditions.
This RAPID Cloud Services Agreement (this “Agreement”) is between RAPID SOLUTIONS AND CONSULTING LLC. (“RAPID,” “RAPID4CLOUD,” “we,” “us,” or “our”) and the entity identified in the order (“You”). This Agreement sets forth the terms and conditions that govern orders placed under this Agreement
1. USE OF THE SERVICES
1.1 We will make the RAPID services listed in Your order (the “Services”) available to You pursuant to this Agreement and Your order. Except as otherwise stated in this Agreement or Your order, You have the non- exclusive, worldwide, limited right to use the Services during the period defined in Your order, unless earlier terminated in accordance with this Agreement or the order (the “Services Period”), solely for Your business operations. You may allow Your Users to use the Services for this purpose, and You are responsible for their compliance with this Agreement and Your order.
1.2 You may not, and may not cause or permit others to: (a) use the Services to harass any person; cause damage or injury to any person or property; publish any material that is false, defamatory, harassing or obscene; violate privacy rights; promote bigotry, racism, hatred or harm; send unsolicited bulk e-mail, junk mail, spam or chain letters; infringe property rights; or otherwise violate applicable laws, ordinances or regulations; (b) perform or disclose any benchmarking, availability or performance testing of the Services; or (c) perform or disclose network discovery, port and service identification, vulnerability scanning, password cracking, remote access or penetration testing of the Services (the “Acceptable Use Policy”). In addition to other rights that we have in this Agreement and Your order, we have the right to take remedial action if the Acceptable Use Policy is violated, and such remedial action may include removing or disabling access to material that violates the policy.
2. FEES AND PAYMENT
2.1 All fees payable are due within 30 days from the invoice date. Once placed, Your order is non-cancelable and the sums paid nonrefundable, except as provided in this Agreement or Your order. You will pay any sales, value-added or other similar taxes imposed by applicable law that we must pay based on the Services You ordered, except for taxes based on our income. Also, You will reimburse us for reasonable expenses related to any non-Cloud RAPID services ordered, such as professional services. Fees for Services listed in an order are exclusive of taxes and expenses.
2.2 If You exceed the quantity of Services ordered, then You promptly must purchase and pay fees for the excess quantity.
2.3 You understand that You may receive multiple invoices for the Services ordered.
3. OWNERSHIP RIGHTS AND RESTRICTIONS
3.1 You or Your licensors retain all ownership and intellectual property rights in and to Your Content. We or our licensors retain all ownership and intellectual property rights in and to the Services, derivative works thereof, and anything developed or delivered by or on behalf of us under this Agreement.
3.2 You grant us the right to host, use, process, display and transmit Your Content to provide the Services pursuant to and in accordance with this Agreement and Your order. You have sole responsibility for the accuracy, quality, integrity, legality, reliability, and appropriateness of Your Content, and for obtaining all rights related to Your Content required by RAPID to perform the Services.
3.3 You may not, and may not cause or permit others to: (a) modify, make derivative works of, disassemble, decompile, reverse engineer, reproduce, republish or copy any part of the Services (including data structures or similar materials produced by programs); (b) access or use the Services to build or support, directly or indirectly, products or services competitive to RAPID; or (c) license, sell, transfer, assign, distribute, outsource, permit timesharing or service bureau use of, commercially exploit, or make available the Services to any third party except as permitted by this Agreement or Your order.
4.1 By virtue of this Agreement, the parties may disclose information that is confidential (“Confidential Information”). Confidential Information shall be limited to the terms and pricing under this Agreement, Your Content residing in the Services, and all information clearly identified as confidential at the time of disclosure.
4.2 A party’s Confidential Information shall not include information that: (a) is or becomes a part of the public domain through no act or omission of the other party; (b) was in the other party’s lawful possession prior to the disclosure and had not been obtained by the other party either directly or indirectly from the disclosing party; (c) is lawfully disclosed to the other party by a third party without restriction on the disclosure; or (d) is independently developed by the other party.
4.3 Each party agrees not to disclose the other party’s Confidential Information to any third party other than as set forth in the following sentence for a period of five years from the date of the disclosing party’s disclosure of the Confidential Information to the receiving party; however, we will protect the confidentiality of Your Content residing in the Services for as long as such information resides in the Services. Each party may disclose Confidential Information only to those employees, agents or subcontractors who are required to protect it against unauthorized disclosure in a manner no less protective than required under this Agreement, and each party may disclose the other party’s Confidential Information in any legal proceeding or to a governmental entity as required by law. We will protect the confidentiality of Your Content residing in the Services.
5. PROTECTION OF YOUR CONTENT
5.2 RAPID’s Data Processing Agreement for RAPID Cloud Services (the “Data Processing Agreement”), which is incorporated herein by reference, describes how we will process Personal Data that You provide to us as part of RAPID’s provision of the Services, unless stated otherwise in Your order. You agree to provide any notices and obtain any consents related to Your use of, and our provision of, the Services.
5.3 RAPID will protect Your Content as described in the Service Specifications, which define the administrative, physical, technical and other safeguards applied to Your Content residing in the Services and describe other aspects of system management applicable to the Services. We and our affiliates may perform certain aspects of the Services (e.g., administration, maintenance, support, disaster recovery, data processing, etc.) from locations and/or through use of subcontractors, worldwide.
5.4 You are responsible for any security vulnerabilities, and the consequences of such vulnerabilities, arising from Your Content, including any viruses, Trojan horses, worms or other harmful programming routines contained in Your Content, or from Your use of the Services in a manner that is inconsistent with the terms of this Agreement. You may disclose or transfer, or instruct us to disclose or transfer, Your Content to a third party, and upon such disclosure or transfer we are no longer responsible for the security or confidentiality of such content and applications outside of RAPID.
5.5 Unless otherwise specified in Your order (including in the Service Specifications), You may not provide us access to health, payment card or similarly sensitive personal information that imposes specific data security obligations.
6. WARRANTIES, DISCLAIMERS AND EXCLUSIVE REMEDIES
6.1 Each party represents that it has validly entered into this Agreement and that it has the power and authority to do so. We warrant that during the Services Period, we will perform the Services using commercially reasonable care and skill in all material respects. If the Services provided to You were not performed as warranted, You must promptly provide us with a written notice that describes the deficiency in the Services (including, as applicable, the service request number notifying us of the deficiency in the Services).
6.2 WE DO NOT WARRANT THAT THE SERVICES WILL BE PERFORMED ERROR-FREE OR UNINTERRUPTED, THAT WE WILL CORRECT ALL SERVICES ERRORS, OR THAT THE SERVICES WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS. WE ARE NOT RESPONSIBLE FOR ANY ISSUES RELATED TO THE PERFORMANCE, OPERATION OR SECURITY OF THE SERVICES THAT ARISE FROM YOUR CONTENT OR THIRD PARTY CONTENT OR SERVICES PROVIDED BY THIRD PARTIES.
6.3 FOR ANY BREACH OF THE SERVICES WARRANTY, YOUR EXCLUSIVE REMEDY AND OUR ENTIRE LIABILITY SHALL BE THE CORRECTION OF THE DEFICIENT SERVICES THAT CAUSED THE BREACH OF WARRANTY, OR, IF WE CANNOT SUBSTANTIALLY CORRECT THE DEFICIENCY IN A COMMERCIALLY REASONABLE MANNER, YOU MAY END THE DEFICIENT SERVICES AND WE WILL REFUND TO YOU THE FEES FOR THE TERMINATED SERVICES THAT YOU PRE-PAID TO US FOR THE PERIOD FOLLOWING THE EFFECTIVE DATE OF TERMINATION.
6.4 TO THE EXTENT NOT PROHIBITED BY LAW, THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS INCLUDING FOR SOFTWARE, HARDWARE, SYSTEMS, NETWORKS OR ENVIRONMENTS OR FOR MERCHANTABILITY, SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE.
7. LIMITATION OF LIABILITY
7.1 IN NO EVENT WILL EITHER PARTY OR ITS AFFILIATES BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, INCIDENTAL, SPECIAL, PUNITIVE, OR EXEMPLARY DAMAGES, OR ANY LOSS OF REVENUE, PROFITS (EXCLUDING FEES UNDER THIS AGREEMENT), SALES, DATA, DATA USE, GOODWILL, OR REPUTATION.
7.2 IN NO EVENT SHALL THE AGGREGATE LIABILITY OF RAPID AND OUR AFFILIATES ARISING OUT OF OR RELATED TO THIS AGREEMENT, WHETHER IN CONTRACT, TORT, OR OTHERWISE, EXCEED THE TOTAL AMOUNTS ACTUALLY PAID FOR THE SERVICES UNDER THE ORDER GIVING RISE TO THE LIABILITY DURING THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO SUCH LIABILITY UNDER SUCH ORDER.
8.1 If a third party makes a claim against either You or RAPID (“Recipient” which may refer to You or us depending upon which party received the Material), that any information, design, specification, instruction, software, service, data, hardware, or material (collectively, “Material”) furnished by either You or us (“Provider” which may refer to You or us depending on which party provided the Material) and used by the Recipient infringes the third party’s intellectual property rights, the Provider, at the Provider’s sole cost and expense, will defend the Recipient against the claim and indemnify the Recipient from the damages, liabilities, costs and expenses awarded by the court to the third party claiming infringement or the settlement agreed to by the Provider, if the Recipient does the following:
- notifies the Provider promptly in writing, not later than 30 days after the Recipient receives notice of the claim (or sooner if required by applicable law);
- gives the Provider sole control of the defense and any settlement negotiations; and
- gives the Provider the information, authority and assistance the Provider needs to defend against or settle the claim.
8.2 If the Provider believes or it is determined that any of the Material may have violated a third party’s intellectual property rights, the Provider may choose to either modify the Material to be non-infringing (while substantially preserving its utility or functionality) or obtain a license to allow for continued use, or if these alternatives are not commercially reasonable, the Provider may end the license for, and require return of, the applicable Material and refund any unused, prepaid fees the Recipient may have paid to the other party for such Material. If such return materially affects our ability to meet obligations under the relevant order, then we may, upon 30 days prior written notice, terminate the order. If such Material is third party technology and the terms of the third party license do not allow us to terminate the license, then we may, upon 30 days prior written notice, end the Services associated with such Material and refund any unused, prepaid fees for such Services.
8.3 The Provider will not indemnify the Recipient if the Recipient (a) alters the Material or uses it outside the scope of use identified in the Provider’s user or program documentation or Service Specifications, or (b) uses a version of the Material which has been superseded, if the infringement claim could have been avoided by using an unaltered current version of the Material which was made available to the Recipient. The Provider will not indemnify the Recipient to the extent that an infringement claim is based upon any Material not furnished by the Provider. We will not indemnify You to the extent that an infringement claim is based on Third Party Content or any Material from a third party portal or other external source that is accessible or made available to You within or by the Services (e.g., a social media post from a third party blog or forum, a third party Web page accessed via a hyperlink, marketing data from third party data providers, etc.).
8.4 This Section 8 provides the parties’ exclusive remedy for any infringement claims or damages.
9. TERM AND TERMINATION
9.1 This Agreement is valid for the order which this Agreement accompanies.
9.2 Services provided under this Agreement shall be provided for the Services Period defined in Your order. If stated in the Service Specifications, the Services Period of certain Cloud Services will automatically be extended for an additional Services Period of the same duration unless (i) You provide RAPID with written notice no later than thirty (30) days prior to the end of the applicable Services Period of Your intention not to renew such Cloud Services, or (ii) RAPID provides You with written notice no later than ninety (90) days prior to the end of the applicable Services Period of its intention not to renew such Cloud Services.
9.3 We may suspend Your or Your Users’ access to, or use of, the Services if we believe that (a) there is a significant threat to the functionality, security, integrity, or availability of the Services or any content, data, or applications in the Services; (b) You or Your Users are accessing or using the Services to commit an illegal act; or (c) there is a violation of the Acceptable Use Policy. When reasonably practicable and lawfully permitted, we will provide You with advance notice of any such suspension. We will use reasonable efforts to re-establish the Services promptly after we determine that the issue causing the suspension has been resolved. During any suspension period, we will make Your Content (as it existed on the suspension date) available to You. Any suspension under this paragraph shall not excuse You from Your obligation to make payments under this Agreement.
9.4 If either of us breaches a material term of this Agreement or the order and fails to correct the breach within 30 days of written specification of the breach, then the breaching party is in default and the non-breaching party may terminate the order under which the breach occurred. If we terminate the order as specified in the preceding sentence, You must pay within 30 days all amounts that have accrued prior to such termination, as well as all sums remaining unpaid for the Services under such order plus related taxes and expenses. Except for nonpayment of fees, the non-breaching party may agree in its sole discretion to extend the 30 day period for so long as the breaching party continues reasonable efforts to cure the breach. You agree that if You are in default under this Agreement, You may not use those Services ordered.
9.5 For a period of no less than 60 days after the end of the Services Period of an order, we will make Your Content (as it existed at the end of the Services Period) available for retrieval by You. At the end of such 60 day period, and except as may be required by law, we will delete or otherwise render inaccessible any of Your Content that remains in the Services.
9.6 Provisions that survive termination or expiration of this Agreement are those relating to limitation of liability, indemnification, payment and others which by their nature are intended to survive.
10. THIRD-PARTY CONTENT, SERVICES AND WEBSITES
10.1 The Services may enable You to link to, transmit Your Content to, or otherwise access third parties’ websites, platforms, content, products, services, and information. We do not control and are not responsible for such third parties’ websites, platforms, content, products, services, and information.
10.2 Any Third Party Content we make accessible is provided on an “as-is” and “as available” basis without any warranty of any kind. You acknowledge and agree that we are not responsible for, and have no obligation to control, monitor, or correct, Third Party Content. We disclaim all liabilities arising from or related to Third Party Content.
10.3 You acknowledge that: (i) the nature, type, quality and availability of Third Party Content may change at any time during the Services Period, and (ii) features of the Services that inter-operate with third parties such as Facebook, YouTube and Twitter, etc. (each, a “Third Party Service”), depend on the continuing availability of such third parties’ respective application programming interfaces (APIs). We may need to update, change or modify the Services under this Agreement as a result of a change in, or unavailability of, such Third Party Content, Third Party Services or APIs. If any third party ceases to make its Third Party Content or APIs available on reasonable terms for the Services, as determined by us in our sole discretion, we may cease providing access to the affected Third Party Content or Third Party Services without any liability to You. Any changes to Third Party Content, Third Party Services or APIs, including their unavailability, during the Services Period does not affect Your obligations under this Agreement or the applicable order, and You will not be entitled to any refund, credit or other compensation due to any such changes.
11. SERVICE MONITORING, ANALYSES AND RAPID SOFTWARE
11.1 We continuously monitor the Services to facilitate RAPIDs operation of the Services; to help resolve Your service requests; to detect and address threats to the functionality, security, integrity, and availability of the Services as well as any content, data, or applications in the Services; and to detect and address illegal acts or violations of the Acceptable Use Policy. RAPID monitoring tools do not collect or store any of Your Content residing in the Services, except as needed for such purposes. RAPID does not monitor, and does not address issues with, non-RAPID software provided by You or any of Your Users that is stored in, or run on or through, the Services. Information collected by RAPID monitoring tools (excluding Your Content) may also be used to assist in managing RAPID’s product and service portfolio, to help RAPID address deficiencies in its product and service offerings, and for license management purposes.
11.2 We may (i) compile statistical and other information related to the performance, operation and use of the Services, and (ii) use data from the Services in aggregated form for security and operations management, to create statistical analyses, and for research and development purposes (clauses i and ii are collectively referred to as “Service Analyses”). We may make Service Analyses publicly available; however, Service Analyses will not incorporate Your Content or Confidential Information in a form that could serve to identify You or any individual, and Service Analyses do not constitute Personal Data. We retain all intellectual property rights in Service Analyses.
11.3 We may provide You with online access to download certain RAPID Software for use with the Services. If we license RAPID Software to You and do not specify separate terms for such software, then such RAPID Software is provided as part of the Services and You have the non-exclusive, worldwide, limited right to use such RAPID Software, subject to the terms of this Agreement and Your order, solely to facilitate Your use of the Services. You may allow Your Users to use the RAPID Software for this purpose, and You are responsible for their compliance with the license terms. Your right to use RAPID Software will terminate upon the earlier of our notice (by web posting or otherwise) or the end of the Services associated with the RAPID Software. If RAPID Software is licensed to You under separate third party terms, then Your use of such software is governed by the separate third party terms.
12.1 Export laws and regulations of the United States and any other relevant local export laws and regulations apply to the Services. Such export laws govern use of the Services (including technical data) and any Services deliverable provided under this Agreement, and You and we each agree to comply with all such export laws and regulations (including “deemed export” and “deemed re-export” regulations). You agree that no data, information, software programs and/or materials resulting from Services (or direct product thereof) will be exported, directly or indirectly, in violation of these laws, or will be used for any purpose prohibited by these laws including, without limitation, nuclear, chemical, or biological weapons proliferation, or development of missile technology.
12.2 You acknowledge that the Services are designed with capabilities for You and Your Users to access the Services without regard to geographic location and to transfer or otherwise move Your Content between the Services and other locations such as User workstations. You are solely responsible for the authorization and management of User accounts across geographic locations, as well as export control and geographic transfer of Your Content.
13. FORCE MAJEURE
Neither of us shall be responsible for failure or delay of performance if caused by: an act of war, hostility, or sabotage; act of God; pandemic; electrical, internet, or telecommunication outage that is not caused by the obligated party; government restrictions (including the denial or cancellation of any export, import or other license); or other event outside the reasonable control of the obligated party. We both will use reasonable efforts to mitigate the effect of a force majeure event. If such event continues for more than 30 days, either of us may cancel unperformed Services and affected orders upon written notice. This Section does not excuse either party’s obligation to take reasonable steps to follow its normal disaster recovery procedures or Your obligation to pay for the Services.
14. GOVERNING LAW AND JURISDICTION
This Agreement is governed by the substantive and procedural laws of the State of California and each party agrees to submit to the exclusive jurisdiction of, and venue in, the courts in San Francisco, San Mateo, or Santa Clara counties in California in any dispute arising out of or relating to this Agreement. The Uniform Computer Information Transactions Act does not apply to this Agreement or to orders placed under it.
15.1 Any notice required under this Agreement shall be provided to the other party in writing. If You have a legal dispute with us or if You wish to provide a notice under the Indemnification Section of this Agreement, or if You become subject to insolvency or other similar legal proceedings, You will promptly send written notice to:
RAPID SOLUTIONS AND CONSULTING LLC
1900 S NORFOLK STREET
SAN MATEO, CA, 94403
15.2 We may give notices applicable to our Services customers by means of electronic mail to Your e-mail address on record in our account information or by written communication sent by first class mail or pre-paid post to Your address on record in our account information.
You may not assign this Agreement or give or transfer the Services, or any interest in the Services, to another individual or entity.
17.1 We are an independent contractor, and each party agrees that no partnership, joint venture, or agency relationship exists between the parties.
17.2 Our business partners and other third parties, including any third parties with which the Services have integrations or that are retained by You to provide consulting services, implementation services or applications that interact with the Services, are independent of RAPID and are not RAPID’s agents. We are not liable for, bound by, or responsible for any problems with the Services or Your Content arising due to any acts of any such business partner or third party, unless the business partner or third party is providing Services as our subcontractor on an engagement ordered under this Agreement and, if so, then only to the same extent as we would be responsible for our resources under this Agreement.
17.3 If any term of this Agreement is found to be invalid or unenforceable, the remaining provisions will remain effective and such term shall be replaced with another term consistent with the purpose and intent of this Agreement.
17.4 Except for actions for nonpayment or breach of RAPID’s proprietary rights, no action, regardless of form, arising out of or relating to this Agreement may be brought by either party more than two years after the cause of action has accrued.
17.5 Prior to entering into an order governed by this Agreement, You are solely responsible for determining whether the Services meet Your technical, business or regulatory requirements. RAPID will cooperate with Your efforts to determine whether use of the standard Services are consistent with those requirements. Additional fees may apply to any additional work performed by RAPID or changes to the Services. You remain solely responsible for Your regulatory compliance in connection with Your use of the Services.
18. ENTIRE AGREEMENT
18.1 You agree that this Agreement and the information which is incorporated into this Agreement by written reference (including reference to information contained in a URL or referenced policy), together with the applicable order, is the complete agreement for the Services ordered by You and supersedes all prior or contemporaneous agreements or representations, written or oral, regarding such Services.
18.2 It is expressly agreed that the terms of this Agreement and any RAPID order shall supersede the terms in any purchase order, procurement internet portal, or other similar non-RAPID document and no terms included in any such purchase order, portal, or other non-RAPID document shall apply to the Services ordered. In the event of any inconsistencies between the terms of an order and the Agreement, the order shall take precedence. This Agreement and orders here-under may not be modified and the rights and restrictions may not be altered or waived except in a writing signed or accepted online by authorized representatives of You and of RAPID.
19. AGREEMENT DEFINITIONS
19.1 “RAPID Software” means any software agent, application or tool that RAPID makes available to You for download specifically for purposes of facilitating Your access to, operation of, and/or use with, the Services.
19.2“Program Documentation” refers to the user manuals, help windows, readme files for the Services and any RAPID Software. You may access the documentation online at an address specified by RAPID.
19.2 “Third Party Content” means all software, data, text, images, audio, video, photographs and other content and material, in any format, that are obtained or derived from third party sources outside of RAPID that You may access through, within, or in conjunction with Your use of, the Services. Examples of Third Party Content include data feeds from social network services, RSS feeds from blog posts, libraries, dictionaries, and marketing data.
19.5 “Users” means those employees, contractors, and end users, as applicable, authorized by You or on Your behalf to use the Services in accordance with this Agreement and Your order. For Services that are specifically designed to allow Your clients, agents, customers, suppliers or other third parties to access the Cloud Services to interact with You, such third parties will be considered “Users” subject to the terms of this Agreement and Your order.
19.6 “Your Content” means all software, data (including Personal Data), text, images, audio, video, photographs, non-RAPID or third party applications, and other content and material, in any format, provided by You or any of Your Users that is stored in, or run on or through, the Services. Services under this Agreement, RAPID Software, other RAPID products and services, and RAPID intellectual property, and all derivative works thereof, do not fall within the meaning of the term “Your Content.”
Support Services Agreement.
“The Licensed Applications” means the software modules listed in Section 3 of this agreement but also such segments of program code or any Updates that may be provided by the Licensor from time to time.
“The Software” means that the software modules listed in SOFTWARE SUPPORTED BY THIS AGREEMENT section, but also such segments of program code or any Updates that may be provided by the Licensor from time to time.
“The Software Materials” means the Licensed Applications and supporting Multimedia.
“A Named User” means an individual authorized by the Licensee to use the Software Materials that are installed on the Designated System, regardless of whether the individual is actively using the programs at any given time. A non-human operated device will be counted as a named Licensee in addition to all individuals authorized to use the Software Materials, if such devices can access the Software Materials. If multiplexing hardware or software (e.g. a TP monitor or a web server product) is used, this number must be measured at the multiplexing front end. Automated batching of data from computer to computer is permitted. The Licensee is responsible for ensuring that the required numbers of Named Licensee Licenses are purchased.
“The Designated System” is the hardware configuration running the Software, such replacement equipment if the Designated System is inoperative, or as may be approved in writing by the Licensor.
“The Location” means the Licensee’s premises specified in Exhibit B or as notified from time to time by the Licensee.
“Updates” means a subsequent release of Software Materials that is made available by the Licensor to the Licensee under this Support Agreement at no additional License Fee. Updates do not include any release, option or future Software Materials that are licensed separately by the Licensor or the Oracle Corporation. Updates are provided when available and the Licensor is under no obligation to develop any future Software Materials or functionality.
“The Support Fee” means the fee for the Rapid Support services as specified and is exclusive of Value Added tax or any other duties or taxes which may be chargeable on any goods or services provided to the Licensee here-under and which shall be paid by the Licensee at the rate and in the manner prescribed.
“The Commencement Date” means the date upon which the support services as specified become available to the Licensee.
“The Termination Date” means the date upon which the support services as specified are terminated unless renewed by the Licensee.
“The Technical Documentation” means the documentation that defines the set up of the main production server; configuration of printers and other peripherals; procedures, processes and the pre-configuration of the Oracle Licensed Applications that the Licensee will deploy during the implementation of the system. This technical documentation includes, but is not limited to, the Licensee Guides, Documented Process Flows, Project Scope Document, System Operation Instruction Manuals, Localization Reports, User Reference Manuals and the training Multimedia.
“Email Support” means electronically generated issue
“Issue” means an error, question, accessibility problem or other issue relating to the “Software”
“Support services” means Email support, Web site support and telephone support
“Telephone support” means support services provided to the support contacts in response to telephone requests for assistance
“Web site support” means client specific support available through the licensor’s internet web site located at https://support.rapid4cloud.com
“Support contacts”. Support services are provided to designated technical support contact(s). Client may designate 2 support contacts. Web site support is also available to support contacts.
“Support service requests“. In the event of an issue with the Software, the support contact should engage our web based support system in the first instance, then email if any problem exists with the web based system. The licensor will assign one of the severity levels to each reported issue based on the information supplied by the support contact:
Your production use of the Software is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A severity one request has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays
- System crashed and crashes repeatedly after restart attempts
- Reasonable efforts will be made to respond to Severity 1 within the agreed period.
The licensor will work 24×7 on a severity 1 service request until the issue is resolved or as long as useful progress can be made. You must provide the licensor with a contact during this 24×7 period, either on site or by pager/cell phone to assist with data gathering, testing and applying fixes. You are requested to propose this Severity 1 classification with great care, so as to obtain the necessary resources.
You experience a severe loss of service. Important features are unavailable with no acceptable workaround. Operations can continue in a restricted fashion.
You experience a minor loss of service. The impact is an inconvenience which may require a workaround to restore functionality.
“Support service hours”. Licensor provides support services on the following days and during the following hours:
- Electronic – 24 hours per day at https://support.rapid4cloud.com
- Electronic – via email to [email protected]
- Support staff – 8am to 8pm (GMT+7) and 10am to 8pm (GMT-6)
- Support days – Monday to Friday not including statutory holidays
“Support contact information”. Licensee support contacts may request support services via:
“Service Level Agreement”. The service level agreement for Basic support is a response to an electronic ticket logged on the support web site that will be between 1-3 days. Responses may occur earlier when possible.
2. SYSTEM SUPPORT SERVICES
This Agreement is made between the Licensor and the Licensee for the provision of support and maintenance of the Licensed Applications in operation as defined in the Technical Documentation on the Designated System in exchange for the Support Fee from the Commencement Date and terminating on the Termination Date on the declared Licensed Applications as defined above. All new program code, patches, upgrades, new releases or versions, updates, electronic or telephone support for the Designated System and Infrastructure, Software Materials and Technical Documentation will be provided through this agreement.
3. TERMS AND CONDITIONS
The support services are available only to the extent that:
(a) The Licensed Applications are used in the form in that they were supplied and /or updated and/or upgraded by the Licensor;
(b) The Licensed Applications are and have been at all times used in a proper manner and in accordance with the instructions and manuals supplied by the Licensor;
(c) The Licensed Applications have not been altered, modified or tampered with by the Licensee without the Licensor’s consent;
(d) The Licensee will make available a modem for direct connection or via the Internet to facilitate the speedy determination of the Licensed Applications queries and/or failures. Alternatively Rapid will host a web meeting with screen sharing and keyboard control where support staff determine any queries or failures. The Licensee accepts should none of the previous options be possible that any expenses (including traveling time but excluding any time taken to investigate the query, defect or failure) incurred by an authorised representative of the Licensor in determining the Licensed Applications queries, defect or failures at the request of the Licensee will be chargeable to the Licensee.
(e) The Licensee shall provide the Licensor and any persons commissioned to provide support with free access to the computer system operating the Licensed Applications where such access is required to satisfy the provisions of the Agreement. Such access will be made available during normal office hours or outside of these hours by prior arrangement.
(f) The Licensee is operating the Licensed Applications especially the Oracle applications as per the configuration and set-up as described within the Technical Documentation supplied with the Licensed Applications.
(g) The Licensee must have a current Oracle maintenance contract in place throughout the term of this agreement.
(h) The Licensed applications and Oracle software is operating upon the Designated System and the support request is in respect to this system.
(i) Any specific Licensee bespoke modifications or alterations to the Licensed Applications or functionality that has been enabled outside the configuration as defined in the latest BR100 will be maintained and supported under a separate Additional Support Agreement.
(j) The Licensee must designate one primary contact and one backup individual for each Location, both with English language skills, to serve as liaison with the Licensor. These designated contacts are the sole liaison between the Licensee and Licensor for support or help, advice or guidance purposes. Any contact with the Licensor must be initiated by the Licensee’s designated support person, however the Licensor may request direct contact with other users to investigate an issue or to gain further information to assist with determining the cause of a problem. Notice must be given in writing or via e-mail if the Licensee wishes to transfer responsibilities for the primary contact for support services to another individual. A fee may be charged to designate additional technical contacts as per Exhibit A.
4. SOFTWARE SUPPORTED BY THIS AGREEMENT
Provided the Support Fee has been paid to the Licensor in full, the Licensor undertakes with the Licensee it will for the duration of this agreement:
(a) SUPPORT SERVICES
- Provide support services by web site support, email support and telephone support to the designated support contacts in the support service hours.
- Support service requests will be provided a Severity level. The time for response depends upon the service level assignment
- Provide support services for the operation of this tool
- Provide support services for the operation of this tool
- Provide support services for the operation of this tool
- Provide support services for the operation of this tool
- Provide support services for the operation of this tool
- Provide support services for the operation of this tool
- For Oracle EBS 220.127.116.11, 12.1.3, 12.2.5
- For Oracle ERP Cloud 11.1.9, 11.1.10, 11.1.11
5. PROBLEM MANAGEMENT
(a) The Licensee will post all requests for support through the Licensor’s web based support system. Both parties will use the Licensor’s web based support system as the primary means of communication for support requests. Email, Internet chat and telephone support will be provided to assist in the resolution of support requests logged on the web. In the event that the Licensor’s support web site is down, Licensee may use whatever reasonable means to report the issue to the Licensor, but this does not relieve Licensee from the obligation of logging the support request on the Licensor’s support web site once that web site is once again available. The Licensee will provide the following information as a minimum when making contact with the Licensor to report an incident: Company Name, Phone number, Contact Name, Operating System Platform, Page number of relevant manual where applicable, a detailed description of the effects of the problem or request for information, providing sample data, system and program messages, and screen, file or history print-outs where appropriate.
(b) The Licensor will make its reasonable endeavors to provide a response acknowledging the Licensee’s request for support within the specified service level agreement hours of receipt of a problem reported via the Licensor’s support web site.
(c) Where applicable, the Licensor will forward any problem that results from a defect in the Oracle Licensed Applications that has no available resolution or patch, and where circumvention is not possible to Oracle or other associated third party within 8 working hours from determining the lack of a resolution.
(d) It is the Licensee’s responsibility to make prudent provision for regular system housekeeping and file back-ups and to set up reasonable contingency procedures to mitigate the effects of any error or defect. However, Licensor can provide guidance via the Support Service agreement or via on site consultancy at the charge out rate as indicated in Exhibit A.
(e) The Licensor shall in no way whatsoever be held responsible for any loss, corruption or alteration of any data or information stored, processed or accessed by the Licensed Applications supplied.
(f) The Licensee shall maintain an electronic or written maintenance log and record each incident relating to the Licensed Applications, the date, time, explanation and where applicable the relevant page number of the User Reference Manual.