Partner Terms

Professional Partners & Channel Re-Sellers

ITRS has a network of re-sellers working across the globe, complimenting ITRS’s global offices with specific local industry expertise. Those “Channel Re-Sellers” (formerly known as “Professional Partners”) are central to achieving the ITRS vision of operational resilience across all global markets.

Unless otherwise stipulated in the contracts with ITRS, all Channel Re-Sellers will be entitled to re-sell the following products only:

ITRS Op5 Monitor; and
ITRS Log Analytics.

Especially for those Channel Re-Sellers whose agreements previously referenced a URL on the Op5 AB website, the definition of “Products”, shall now be construed accordingly.

SUPPORT FOR PERPETUAL LICENSES TERMS AND CONDITIONS – PROFESSIONAL PARTNERS ONLY

(Applicable to ”Professional Partners” and ”Re-Sellers” of ITRS OP5 Monitor and/or ITRS Log Analytics)

PLEASE READ THESE SUPPORT TERMS AND CONDITIONS CAREFULLY BEFORE RE-SELLING OP5 PRODUCTS. BY USING AND/OR RE-SELLING THE SUPPORT SERVICES FROM OP5, THE PARTNER AGREES TO AND ACCEPTS THESE TERMS AND CONDITIONS AND ACKNOWLEDGES IT HAS READ AND UNDERSTANDS THEM. IF THE PARTNER DOES NOT ACCEPT THE TERMS OF THIS AGREEMENT (AS DEFINED BELOW), THEN IT MUST NOT USE OR RE-SELL THE SUPPORT SERVICES FROM OP5.

This Agreement contains the terms and conditions upon which OP5 provides certain support services to the Partner and the Partner provides them to the Customer. This agreement includes, and by this reference incorporates, OP5’s End User License Agreement and OP5’s Professional Partnership Agreement entered into between (1) OP5 AB, and (2) the Partner (jointly, the “Agreement”), all of which the Partner has read, understood and accepts. In the event of conflict or inconsistency among the documents, the order of precedence shall be as follows: (1) EULA, (2) Order Acknowledgement, (3) these Support for Perpetual Licenses Terms and Conditions, and (4) the Professional Partnership Agreement.

Terms used, but not otherwise defined in this Agreement, shall have the same meaning as those terms set out in the Professional Partnerhsip Agreement and/or OP5’s End User License Agreement. Unless otherwise required by the context, words in plural shall also mean and include those in singular and vice versa.

Definitions.
1. “Authorised Reseller” / “Partner”means an authorised distributor, authorised reseller, or dealer of the Software.
2. “Customer” means any third party to whom that Partner sells Software.
3. “Customer Contracts” means contracts between the Partner and the Customer for Software.
4. “Documentation” means the Manuals and supporting documentation in electronic form provided with the Software under the EULA.
5. “First Line Support” includes receiving support and maintenance requests, promptly acknowledging receipt of the same and, where possible, resolving any Issue. Where an Issue cannot be resolved, it will be referred to Second Line Support.
6. “Issue” means a failure in the Software to operate substantially in accordance with the Documentation, which shall be notified by the Customer to the Partner.
7. “Maintenance Policy” means the ITRS Software Maintenance Policy appended as Appendix 1, as amended and updated from time to time.
8. “Manual” means the current version of the OP5 Manual at the time of the Order or the relevant operating instructions provided with the Software.
9. “Modified Code” means any modification, addition and/or development of code scripts deviating from the predefined product code tree(s)/modules developed by OP5 for production deployment or use. Configuration of Software options which are intended to be altered is not considered a modification of the Software.
10. “OP5” shall mean in this Agreement, OP5 AB and any of its group, including subsidiaries and holding companies and their subsidiaries.
11. “Order” means a purchase order or other ordering document issued by the Partner to OP5 in respect of Software and/or Support ordered by a Customer from that Partner.
12. “Order Acknowledgement” shall mean OP5’s written acceptance, including any acceptance transmitted to the Partner by email, of any Order placed with OP5 by the Partner. The Order Acknowledgement lists the specific Software that OP5 has licensed the Partner to re-sell to the Customer.
13. “Second Line Support” means the Issue shall be referred firstly to persons allocated to resolving Issues of a more complex nature or with more detailed knowledge specific to the Issue and then if that is unsuccessful, to experts in the Software (who may or may not typically be involved in day-to-day support). Where an Issue cannot be resolved by the Partner because it requires an enhancement or bug fix then it will be referred to Third Line Support.
14. “Software” shall mean any and all current software programs licensed by OP5 under this Agreement, including all modifications, additions or further enhancements delivered by OP5.
15. “Support” means First Line Support and Second Line Support.
16. “Support Request” means any written (including electronic) request for Support by a Customer.
17. “Third Line Support” means enhancements and bug fixes carried out by OP5 only to resolve Issues, which cannot reasonably be resolved by the Partner.
18. “Working Hours” means the hours between 9:00am and 5:30pm in the local time zone of each of the ITRS offices listed in paragraph 2 of Appendix 1, excluding weekends, bank holidays and other public holidays as defined by law in the jurisdiction of the relevant offices.
Support Services Terms.
1. Use of Support Services. The Partner shall ensure that:
  1. the Customer Contract permits the Customer to use Support and Software only for the Customer’s internal use.
  2. the Customer is not: (i) providing Software access or Software maintenance to third parties, (ii) using the Support to provide support to third parties, and/or (iii) using Support to support or maintain any non-OP5 software products.
  3. OP5 may at any time without notice or liability, limit availability to the Support in order to perform maintenance activities.
2. Partner Support. Partner shall be responsible for providing Support, resolving Issues in accordance with the service levels stated in the Maintenance Policy.
3. OP5 Support. Where the Issue can only be resolved by Third Line Support, OP5 shall use reasonable endeavours to resolve the Issue within the applicable service levels during Working Hours.
4. Notwithstanding clause 2.3, OP5 shall be entitled to refer a Third Line Support Issue back to Second Line Support where it deems that the Issue could be resolved by the Partner (i.e. it does not require an enhancement to the Software or a bug-fix).
5. End of Availability. OP5 may, at its discretion, decide to retire Software from time to time (“End of Availability”). OP5 shall post the notice of End of Availability on its website, including the last date of general commercial availability of the affected Software and the timeline for discontinuing the Support. Neither Partner nor OP5 shall have an obligation to provide Support for retired Software and OP5 shall have no obligation to provide retired Software to Partner and/or Customers.
6. Exclusions.
  1. Support does not cover problems caused by the following: (i) unusual external physical factors such as inclement weather conditions that cause electrical or electromagnetic stress or a failure of electric power, air conditioning or humidity control; (ii) neglect; (iii) misuse; (iv) operation of the Software with other media not in accordance with the manufacturer’s specifications; (v) use other than ordinary and intended use; (vi) use of the Software that deviates from any operating procedures as specified in the applicable Manual (available on the OP5 website); (vii) third party products, other than the interface of the Software with the third party products; (viii) Modified Code; or (ix) any customised deliverables created by OP5, Partner, OP5 partners or third-party service providers specifically for Customer as part of consulting services. OP5 shall make available such assistance directly to the Customer for an additional fee, subject to the parties’ mutual agreement.
  2. In the event that OP5 suspects that a reported problem may be related to Modified Code, OP5, may, in its sole discretion, (i) request that the Modified Code be removed, and/or (ii) inform Partner that additional assistance may be obtained by Customer directly from various product discussion forums or by OP5’s professional services group for an additional fee.
7. Customer Responsibilities. OP5’s obligations regarding Third Line Support are subject to the following:
  1. Partner shall ensure that Customer is solely responsible for the use of the Software by its personnel and shall properly train its personnel in the use and application of the Software;
  2. Partner shall require the Customer to promptly report to Partner all problems with the Software and to implement any corrective procedures provided by Partner reasonably promptly after receipt;
  3. Partner shall require the Customer to provide all information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Support by the Partner and shall obligate the Customer to perform any obligations identified in the relevant Order Acknowledgement as the Customer’s responsibility. Partner shall ensure that failure or delay in its performance of any of the foregoing relieves OP5 of its obligations to provide Third Line Support under this Agreement;
  4. Partner shall ensure that the individuals raising Support Requests are only the authorised contacts of the Customer with the access and authority to administer or configure the Software as required by the nature of the Support Request;
  5. Partner shall ensure that the Customer is solely responsible for protecting and backing up the data and information stored on the computers on which the Software is used and shall obtain confirmation from the Customer that such data and information is protected and backed up in accordance with any internal or regulatory requirements as applicable, prior to the Customer contacting the Partner for Support. Partner shall ensure that it and OP5 are not responsible for lost data or information in the event of errors or other malfunction of the Software or computers on which the Software is used;
  6. Partner shall ensure that the Customer has dedicated resources available to work on Issues;
  7. Partner shall include as a term of the Customer Contract that Customer is solely responsible for maintaining procedures external to the Software for reconstruction of lost or altered files, data or programs to the extent that it deems necessary and for performing any such reconstruction; and
  8. Partner shall include as a term of the Customer Contract that Customer is responsible for obtaining and maintaining appropriate equipment and ancillary services needed to connect to, access or otherwise use the Software, including, without limitation, computers, computer operating systems, data storage, network devices and web browsers.
Miscellaneous Terms.
1. Termination. In addition to what is set out in the Professional Partnership Agreement, OP5 may terminate this Agreement and provision of Third Line Support if: (1) it is discovered that Customer is currently in breach of its Software license restrictions, pursuant to the EULA; or (2) Partner is in material breach of this Agreement.

APPENDIX 1 - ITRS SOFTWARE MAINTENANCE POLICY

This ITRS Software Maintenance Policy (“Maintenance Policy”) incorporates, by reference, all terms and conditions contained in the Agreement. The defined terms used in this Maintenance Policy shall have the same meanings as in the Agreement and the following capitalised terms shall have the following meanings:

”Issue”means any error, defect or malfunction in the Software that:

causes the reporting, display or storage of incorrect or missing data and information;
causes the Software to exit abnormally or stop responding for users or to other connected software systems; or
causes the Software to fail to conform in accordance with the Manual,

and that is not attributable to any of the Customer’s actions/ failure to act; any bespoke software created by or for the Customer, including as part of professional services; and/or Customer data.

“Release” means a minor new release or enhancement of the existing Software. Releases are denoted by the numeral to the right of the decimal point e.g. Version 3.1 refers to Release 1 of Version 3 compared to Version 3.2 which refers to Release 2 of Version 3 of the Software.

“Workaround” means a modification, a downgrade to a previous Release or other appropriate action to the software configuration, or related systems that reduces the severity of an Issue.

“Working Hours” means the hours between 9:00am and 5:30pm in the local time zone of each of the ITRS offices listed in paragraph 2 of this Maintenance Policy, excluding weekends, bank holidays and other public holidays as defined by law in the jurisdiction of the relevant offices.

Maintenance Services
1. All support requests logged with ITRS are registered and tracked on the ITRS Help-Desk system. All Issues shall be assigned a unique identification number.
2. Maintenance services shall include remote diagnosis and correction of Issues of the Software to comply with the terms of the Agreement by way of First Line Support, Second Line Support and Third Line Support, as defined above.
3. Third Party Software (if any) shall be supported by ITRS in accordance with this Maintenance Policy, however, all Second and Third Line Support may be carried out by the third-party owner of such Software.
4. The functional language of all services provided under this Maintenance Policy shall be English.
Response Times
1. OP5 shall provide Third Line Support during Working Hours from the following listed regional offices: London, New York, Gothenburg, Manila, Singapore and Hong Kong.
2. Wherever reasonable, acknowledgements to Issues entered in the ITRS Help-Desk system will be provided within 2 working hours. ITRS shall prioritise all Issues according to their impact to the Customer using the severity definitions below:

Severity Levels	Examples
Critical. Resulting in total and unrecoverable loss of software functionality when used within documented Operating Parameters.	Software fails catastrophically with unexpected termination Software quantifiably and seriously disrupts other business critical systems with which it interacts
Significant. Resulting in significantly degraded functionality or performance when used within documented Operating Parameters.	Degradation is such that there is severe impact on use and performance The Software is usable but materially incomplete which has a significant impact on the client business operation One or more mainline functions or commands are inoperable or the use is otherwise significantly impacted which has a significant impact on the client business operation
Non-Significant. Resulting in a minor impact of performance or functionality when used within documented Operating Parameters	Issues that do not materially affect the overall use of the Software but may inconvenience the end users Degradation or removal of a documented non-critical function that does not have any significant impact on the client business operation A small decrease of the performance or slow down, or minor increase in resource load on the connected operating system. Requests for system enhancements Documentation errors

Severity Levels

Examples

Critical.

Resulting in total and unrecoverable loss of software functionality when used within documented Operating Parameters.

Software fails catastrophically with unexpected termination
Software quantifiably and seriously disrupts other business critical systems with which it interacts

Significant.

Resulting in significantly degraded functionality or performance when used within documented Operating Parameters.

Degradation is such that there is severe impact on use and performance
The Software is usable but materially incomplete which has a significant impact on the client business operation
One or more mainline functions or commands are inoperable or the use is otherwise significantly impacted which has a significant impact on the client business operation

Non-Significant.

Resulting in a minor impact of performance or functionality when used within documented Operating Parameters

Issues that do not materially affect the overall use of the Software but may inconvenience the end users
Degradation or removal of a documented non-critical function that does not have any significant impact on the client business operation
A small decrease of the performance or slow down, or minor increase in resource load on the connected operating system.
Requests for system enhancements
Documentation errors

1. ITRS Help-Desk staff will use reasonable endeavors to resolve Issues in the following time scales:

Severity Level	Temporary Fix Time	Target Resolution	Agreed Process
Critical	1 Working Day	5 Working Days	Resolution may be provided in the form of a Software Update or a Workaround. In the event that the target resolution time is breached ITRS will assign additional resources to resolve the Issue.
Significant	2 Working Days	10 Working Days	Resolution may be provided in the form of a Software Update or a Workaround. In the event that the target resolution time is breached ITRS will assign additional resources to resolve the Issue.
Non-significant			Resolution will be considered for inclusion in the form of a Software Update or a Workaround or in updated Documentation.

Exceptions to Maintenance Services
1. OP5 shall have no obligation to provide the Third Line Support where faults arise from:
  1. misuse, incorrect use of or damage to the Software from whatever cause (other than any act or omission by OP5), including failure or fluctuation of electrical power;
  2. failure to maintain the necessary environmental conditions for use of the Software;
  3. failure to follow the reasonable directions or instructions from OP5 in respect of the Software;
  4. use of the Software in combination with any equipment or software not designated by the Supplier for use with the Software or any Update forming part of the Software, or any fault in any such equipment or software;
  5. any breach of the Customer's obligations under this Agreement howsoever arising or having the Software maintained by a third party; or
  6. any update not authorised by OP5.

SUPPORT FOR SUBSCRIPTION LICENSES TERMS AND CONDITIONS – PROFESSIONAL PARTNERS ONLY

(Applicable to ”Professional Partners” and ”Re-Sellers” of ITRS OP5 Monitor and/or ITRS Log Analytics)

This Agreement contains the terms and conditions upon which OP5 provides certain support services to the Partner and the Partner provides them to the Customer. This agreement includes, and by this reference incorporates, OP5’s End User License Agreement and OP5’s Professional Partnership Agreement entered into between (1) OP5 AB, and (2) the Partner (jointly, the “Agreement”), all of which the Partner has read, understood and accepts. In the event of conflict or inconsistency among the documents, the order of precedence shall be as follows: (1) EULA, (2) Order Acknowledgement, (3) these Support for Subscription Licenses Terms and Conditions, and (4) the Professional Partnership Agreement.

Definitions.
1. “Authorised Reseller” / “Partner”means an authorised distributor, authorised reseller, or dealer of the Software.
2. “Customer” means any third party to whom that Partner sells Software.
3. “Customer Contracts” means subscription agreements between the Partner and the Customer for Software.
4. “Documentation” means the Manuals and supporting documentation in electronic form provided with the Software under the EULA.
5. “First Line Support” includes receiving support and maintenance requests, promptly acknowledging receipt of the same and, where possible, resolving any Issue. Where an Issue cannot be resolved, it will be referred to Second Line Support.
6. “Issue” means a failure in the Software to operate substantially in accordance with the Documentation, which shall be notified by the Customer to the Partner.
7. “Maintenance Policy” means the ITRS Software Maintenance Policy appended as Appendix 1, as amended and updated from time to time.
8. “Manual” means the current version of the OP5 Manual at the time of the Order or the relevant operating instructions provided with the Software.
9. “Modified Code” means any modification, addition and/or development of code scripts deviating from the predefined product code tree(s)/modules developed by OP5 for production deployment or use. Configuration of Software options which are intended to be altered is not considered a modification of the Software.
10. “OP5” shall mean in this Agreement, OP5 AB and any of its group, including subsidiaries and holding companies and their subsidiaries.
11. “Order” means a purchase order or other ordering document issued by the Partner to OP5 in respect of Software and/or Support ordered by a Customer from that Partner.
12. “Order Acknowledgement” shall mean OP5’s written acceptance, including any acceptance transmitted to the Partner by email, of any Order placed with OP5 by the Partner. The Order Acknowledgement lists the specific Software that OP5 has licensed the Partner to re-sell to the Customer.
13. “Second Line Support” means the Issue shall be referred firstly to persons allocated to resolving Issues of a more complex nature or with more detailed knowledge specific to the Issue and then if that is unsuccessful, to experts in the Software (who may or may not typically be involved in day-to-day support). Where an Issue cannot be resolved by the Partner because it requires an enhancement or bug fix then it will be referred to Third Line Support.
14. “Software” shall mean any and all current software programs licensed by OP5 under this Agreement, including all modifications, additions or further enhancements delivered by OP5.
15. “Support” means First Line Support and Second Line Support.
16. “Support Request” means any written (including electronic) request for Support by a Customer.
17. “Third Line Support” means enhancements and bug fixes carried out by OP5 only to resolve Issues, which cannot reasonably be resolved by the Partner.
18. “Working Hours” means the hours between 9:00am and 5:30pm in the local time zone of each of the ITRS offices listed in paragraph 2 of Appendix 1, excluding weekends, bank holidays and other public holidays as defined by law in the jurisdiction of the relevant offices.
Support Services Terms.
1. Use of Support Services. The Partner shall ensure that:
  1. the Customer Contract permits the Customer to use Support and Software only for the Customer’s internal use.
  2. the Customer is not: (i) providing Software access or Software maintenance to third parties, (ii) using the Support to provide support to third parties, and/or (iii) using Support to support or maintain any non-OP5 software products.
  3. OP5 may at any time without notice or liability, limit availability to the Support in order to perform maintenance activities.
2. Partner Support. Partner shall be responsible for providing Support, resolving Issues in accordance with the service levels stated in the Maintenance Policy.
3. OP5 Support. Where the Issue can only be resolved by Third Line Support, OP5 shall use reasonable endeavours to resolve the Issue within the applicable service levels during Working Hours.
4. Notwithstanding clause 2.3, OP5 shall be entitled to refer a Third Line Support Issue back to Second Line Support where it deems that the Issue could be resolved by the Partner (i.e. it does not require an enhancement to the Software or a bug-fix).
5. End of Availability. OP5 may, at its discretion, decide to retire Software from time to time (“End of Availability”). OP5 shall post the notice of End of Availability on its website, including the last date of general commercial availability of the affected Software and the timeline for discontinuing the Support. Neither Partner nor OP5 shall have an obligation to provide Support for retired Software and OP5 shall have no obligation to provide retired Software to Partner and/or Customers.
6. Exclusions.
  1. Support does not cover problems caused by the following: (i) unusual external physical factors such as inclement weather conditions that cause electrical or electromagnetic stress or a failure of electric power, air conditioning or humidity control; (ii) neglect; (iii) misuse; (iv) operation of the Software with other media not in accordance with the manufacturer’s specifications; (v) use other than ordinary and intended use; (vi) use of the Software that deviates from any operating procedures as specified in the applicable Manual (available on the OP5 website); (vii) third party products, other than the interface of the Software with the third party products; (viii) Modified Code; or (ix) any customised deliverables created by OP5, Partner, OP5 partners or third-party service providers specifically for Customer as part of consulting services. OP5 shall make available such assistance directly to the Customer for an additional fee, subject to the parties’ mutual agreement.
  2. In the event that OP5 suspects that a reported problem may be related to Modified Code, OP5, may, in its sole discretion, (i) request that the Modified Code be removed, and/or (ii) inform Partner that additional assistance may be obtained by Customer directly from various product discussion forums or by OP5’s professional services group for an additional fee.
7. Customer Responsibilities. OP5’s obligations regarding Third Line Support are subject to the following:
  1. Partner shall ensure that Customer is solely responsible for the use of the Software by its personnel and shall properly train its personnel in the use and application of the Software;
  2. Partner shall require the Customer to promptly report to Partner all problems with the Software and to implement any corrective procedures provided by Partner reasonably promptly after receipt;
  3. Partner shall require the Customer to provide all information, access, and full good faith cooperation reasonably necessary to facilitate the provision of the Support by the Partner and shall obligate the Customer to perform any obligations identified in the relevant Order Acknowledgement as the Customer’s responsibility. Partner shall ensure that failure or delay in its performance of any of the foregoing relieves OP5 of its obligations to provide Third Line Support under this Agreement;
  4. Partner shall ensure that the individuals raising Support Requests are only the authorised contacts of the Customer with the access and authority to administer or configure the Software as required by the nature of the Support Request;
  5. Partner shall ensure that the Customer is solely responsible for protecting and backing up the data and information stored on the computers on which the Software is used and shall obtain confirmation from the Customer that such data and information is protected and backed up in accordance with any internal or regulatory requirements as applicable, prior to the Customer contacting the Partner for Support. Partner shall ensure that it and OP5 are not responsible for lost data or information in the event of errors or other malfunction of the Software or computers on which the Software is used;
  6. Partner shall ensure that the Customer has dedicated resources available to work on Issues;
  7. Partner shall include as a term of the Customer Contract that Customer is solely responsible for maintaining procedures external to the Software for reconstruction of lost or altered files, data or programs to the extent that it deems necessary and for performing any such reconstruction; and
  8. Partner shall include as a term of the Customer Contract that Customer is responsible for obtaining and maintaining appropriate equipment and ancillary services needed to connect to, access or otherwise use the Software, including, without limitation, computers, computer operating systems, data storage, network devices and web browsers.
Miscellaneous Terms.
1. Termination. In addition to what is set out in the Professional Partnership Agreement, OP5 may terminate this Agreement and provision of Third Line Support if: (1) it is discovered that Customer is currently in breach of its Software license restrictions, pursuant to the EULA; or (2) Partner is in material breach of this Agreement.

APPENDIX 1 - ITRS SOFTWARE MAINTENANCE POLICY

”Issue”means any error, defect or malfunction in the Software that:

causes the reporting, display or storage of incorrect or missing data and information;
causes the Software to exit abnormally or stop responding for users or to other connected software systems; or
causes the Software to fail to conform in accordance with the Manual,

and that is not attributable to any of the Customer’s actions/ failure to act; any bespoke software created by or for the Customer, including as part of professional services; and/or Customer data.

“Workaround” means a modification, a downgrade to a previous Release or other appropriate action to the software configuration, or related systems that reduces the severity of an Issue.

Maintenance Services
1. All support requests logged with ITRS are registered and tracked on the ITRS Help-Desk system. All Issues shall be assigned a unique identification number.
2. Maintenance services shall include remote diagnosis and correction of Issues of the Software to comply with the terms of the Agreement by way of First Line Support, Second Line Support and Third Line Support, as defined above.
3. Third Party Software (if any) shall be supported by ITRS in accordance with this Maintenance Policy, however, all Second and Third Line Support may be carried out by the third-party owner of such Software.
4. The functional language of all services provided under this Maintenance Policy shall be English.
Response Times
1. OP5 shall provide Third Line Support during Working Hours from the following listed regional offices: London, New York, Gothenburg, Manila, Singapore and Hong Kong.
2. Wherever reasonable, acknowledgements to Issues entered in the ITRS Help-Desk system will be provided within 2 working hours. ITRS shall prioritise all Issues according to their impact to the Customer using the severity definitions below:

Severity Levels	Examples
Critical. Resulting in total and unrecoverable loss of software functionality when used within documented Operating Parameters.	Software fails catastrophically with unexpected termination Software quantifiably and seriously disrupts other business critical systems with which it interacts
Significant. Resulting in significantly degraded functionality or performance when used within documented Operating Parameters.	Degradation is such that there is severe impact on use and performance The Software is usable but materially incomplete which has a significant impact on the client business operation One or more mainline functions or commands are inoperable or the use is otherwise significantly impacted which has a significant impact on the client business operation
Non-Significant. Resulting in a minor impact of performance or functionality when used within documented Operating Parameters	Issues that do not materially affect the overall use of the Software but may inconvenience the end users Degradation or removal of a documented non-critical function that does not have any significant impact on the client business operation A small decrease of the performance or slow down, or minor increase in resource load on the connected operating system. Requests for system enhancements Documentation errors

Severity Levels

Examples

Critical.

Resulting in total and unrecoverable loss of software functionality when used within documented Operating Parameters.

Software fails catastrophically with unexpected termination
Software quantifiably and seriously disrupts other business critical systems with which it interacts

Significant.

Resulting in significantly degraded functionality or performance when used within documented Operating Parameters.

Degradation is such that there is severe impact on use and performance
The Software is usable but materially incomplete which has a significant impact on the client business operation
One or more mainline functions or commands are inoperable or the use is otherwise significantly impacted which has a significant impact on the client business operation

Non-Significant.

Resulting in a minor impact of performance or functionality when used within documented Operating Parameters

Issues that do not materially affect the overall use of the Software but may inconvenience the end users
Degradation or removal of a documented non-critical function that does not have any significant impact on the client business operation
A small decrease of the performance or slow down, or minor increase in resource load on the connected operating system.
Requests for system enhancements
Documentation errors

1. ITRS Help-Desk staff will use reasonable endeavors to resolve Issues in the following time scales:

Severity Level	Temporary Fix Time	Target Resolution	Agreed Process
Critical	1 Working Day	5 Working Days	Resolution may be provided in the form of a Software Update or a Workaround. In the event that the target resolution time is breached ITRS will assign additional resources to resolve the Issue.
Significant	2 Working Days	10 Working Days	Resolution may be provided in the form of a Software Update or a Workaround. In the event that the target resolution time is breached ITRS will assign additional resources to resolve the Issue.
Non-significant			Resolution will be considered for inclusion in the form of a Software Update or a Workaround or in updated Documentation.

Exceptions to Maintenance Services
1. OP5 shall have no obligation to provide the Third Line Support where faults arise from:
  1. misuse, incorrect use of or damage to the Software from whatever cause (other than any act or omission by OP5), including failure or fluctuation of electrical power;
  2. failure to maintain the necessary environmental conditions for use of the Software;
  3. failure to follow the reasonable directions or instructions from OP5 in respect of the Software;
  4. use of the Software in combination with any equipment or software not designated by the Supplier for use with the Software or any Update forming part of the Software, or any fault in any such equipment or software;
  5. any breach of the Customer's obligations under this Agreement howsoever arising or having the Software maintained by a third party; or
  6. any update not authorised by OP5.