Enterprise License – License and Support Schedule – Enterprise v1
License and Support Schedule – Enterprise v1
Version 1.0
1. License Scope. Subject to the terms and conditions of this Schedule and the applicable Master Services Agreement (“MSA”), STORMSOURCE hereby grants Customer a non-exclusive, non-transferable (except as specified in the MSA), non-assignable (except as specified in the MSA) worldwide subscription right to use the Appointment-Plus online scheduling software service solely for Customer’s business purposes and only for the specific application, business unit or project (if applicable) and for the transaction volumes and time periods as set forth in an applicable Order Form. All rights not expressly granted to Customer are reserved by STORMSOURCE.
2. Scope and Changes. All pricing for the Services stated in an applicable Order Form is based upon the Usage Parameters provided by Customer to STORMSOURCE. Customer’s infrastructure needs are closely matched to these Usage Parameters to optimize pricing and performance. Customer may change its applicable Usage/Pricing tier during the term of this Schedule by making a written Service Request containing the tier, scope or need changes. STORMSOURCE will confirm receipt of the request and make the tier change or provide additional pricing quotes, as needed. Failure of Customer to accurately estimate Usage Parameters or request tier/scope changes in conjunction with Usage Parameter increases may affect system performance and/or cause a Service interruption based upon optimized infrastructure settings. Unless specified in an applicable Order Form STORMSOURCE does not guarantee that any STORMSOURCE Supplied infrastructure (hardware) is dedicated to a particular Customer.
3. Pricing Adjustments. The applicable Order Form shall state the initial Usage Parameters estimated by Customer. In the event that such initial estimates are exceeded, pricing shall automatically adjust to reflect the Add-on Usage Parameters tiers stated in the Order Form for the next applicable billing period (i.e. monthly) and all subsequent billing periods, until such time as Usage Parameters adjust downward to lower tier levels based upon actual Usage.
4. Term. The initial term of this Schedule will commence on the Effective Date stated in the applicable Order Form and will expire after the term outlined in the applicable Order Form (“Initial Period”). Thereafter, this Schedule will renew for additional one–month periods (“Renewal Period”) under the same terms and conditions unless terminated by either party by providing the other party with written notice delivered at least thirty (30) days prior to expiration of the Initial Period or of the applicable Renewal Period.
5. Support. The support procedures below shall be applicable to Customer’s account and shall be included in the applicable Order Form pricing.
5.1 STORMSOURCE Support Team Hours of Operation.
Standard Business Hours: 9:00 AM – 4:00 PM (Arizona time), Monday through Friday (excluding holidays observed by STORMSOURCE), or as agreed upon by the parties for an additional fee. These are the standard business hours to access the STORMSOURCE Support Team. These are also the standard hours used for calculating response times by priority.
Secondary Business Hours: All Non-Standard Business Hours. During these hours, a Live Operator will be available to Customer to immediately notify on-call STORMSOURCE support personnel of system questions and/or emergencies.
5.2 Support Levels.
Level l: Customer will need to dedicate sufficient resources to provide a Level I user support Help Desk as detailed in this Schedule (“Super Users”). STORMSOURCE may provide Level I support services directly to the Customer’s staff users upon Customer’s written request for an additional fee to be agreed upon between the parties.
Level ll: STORMSOURCE will provide Level ll Software management and support services. Support requests shall be made only by the Customer Liaison or Super Users through the STORMSOURCE trouble ticket system, or if urgent in nature, by phone.
Level I and ll Software management and support services are defined as follows:
| Support Level | Service Description | Examples |
| Level I | Customer user to Customer Help Desk/Super User SupportUser account administrationGeneral user inquiries | Create/Delete/Maintain Users, Services, Accounts, Content or NotificationsGeneral user operational questions (from non-functional super users)Basic Software application maintenance including account changes, content updates, user additions, and report modifications. |
| Level II | Customer Help-Desk/super user to STORMSOURCE Support TeamApplication functional problemsApplication of modifications upgrades and release maintenance | Errors/problems created by Application SoftwareErrors/problems created by code enhancements developed by STORMSOURCE |
5.3 Support Priority and Ticket/Call Response Time. Customer will contact the STORMSOURCE Support Team for all requests. Support requests shall be made by the Customer Liaison or Super Users through the STORMSOURCE trouble ticket system, or if urgent in nature, by phone. Each request will be assigned a priority and associated actions. Due to the differing priorities in why a customer might call for support, STORMSOURCE has structured a response plan to address the most critical issues first. When a customer request is sent in, each request should identify the severity of the request by using the severity type described below. STORMSOURCE staff reviewing the incident/request will assign the actual priority. STORMSOURCE will meet the ticket/call response times based on the priority level as set forth below.
| Priority | Incident/RequestPrioritization Guidelines | Examples |
| High | Incidents that result in a severe service disruption of the application production environment and demand immediate attention. No work-around exists. Single users or small groups may be included if they are unable to complete business critical tasks during crucial times. Requests may also have emergency priority. Business risk is high. | Unscheduled outages – database, service unavailability, etc.Requests that must be fulfilled to complete critical production tasks |
| Medium | An incident or problem that has a low to moderate impact. Any incident affecting the development or training environment. The capability of the application user(s) to complete production work has not been affected.Workarounds may exist but require extensive action by Customer. | Non-critical business functions are unavailable; training or development technical problems; functional questions which have moderate user impactSingle user unable to use application. |
| Low | The user has questions or inquiries that have low to minimal impact and can be deferred, to be addressed when time allows. Workarounds can be used. | Functional questions that are non-critical |
STORMSOURCE will respond to each request within the ticket/call response times specified below:
Ticket/Call Response Times:
| Incident Type | Help Desk Call Back |
| High (call basis) | 60 minutes |
| Medium | 24 hours |
| Low | 72 hours |
5.4 Work Request Tracking. STORMSOURCE agrees to maintain a “Trouble Ticket System” to track all customer requests. Regardless of the priority or whether an item is billable, it will be entered into this system. The system will be used among other things, to track each task, estimated time to complete, status, and date completed.
5.5 Problem Resolution. STORMSOURCE will, according to support priority and call response times set forth above, receive and log the service request, diagnose the root-cause issue, create an action plan and schedule to address that issue, and execute the action plan to resolve the problem upon approval by Customer.