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This Logistyx Maintenance & Support Options & Service Level Schedule describes the terms and conditions under which Logistyx Technologies (“Logistyx”) will provide Software Maintenance and Support to a customer who has entered into an agreement for support for licensed Logistyx Software on or after 1 June 2019.


SCOPE OF SUPPORT


Logistyx Software Support covers:

(i) answering general questions about Logistyx Software operation or usage;

(ii) diagnosing, troubleshooting, identifying, and resolving issues related to Logistyx Software (“Support Incident”)1; and

(iii) time spent by Logistyx diagnosing, identifying, and resolving issues reasonably related to a Logistyx Software error, malfunction, or defect (“Error”).

1 Logistyx shall have no obligation to investigate or correct problems, including Errors, that cannot be reproduced by Logistyx based on information provided by Customer; or that are due to a breach by Customer of the terms of the parties’ license or subscription agreement; or that cannot be remedied due either to the operational characteristics of the computer equipment on which the Logistyx Software is used, or to modifications to the Logistyx Software made by Customer or any third party.


LOGISTYX SOFTWARE SUPPORT OPTIONS


Support Option
Hours
Security Levels Covered
Standard Support
North America
7a.m.-7p.m. (CST)
Monday- Friday, excluding holidays
+1-877-755-2374 Option 1
All
EMEA:
8a.m.-8p.m. (CET)
Monday- Friday, excluding holidays
+31 (800) 2611100 Option 1
All
APAC
8a.m.-8p.m. (SGT) Monday- Friday, excluding holidays +65 3159 0564 Option 1
All
24/7 x 365 Support:
24 hours x 365 days a year
Priority 1

Holidays not covered under Standard Support:

North America holidays:
New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day

EMEA holidays:
New Year’s Day, First Easter Day, Easter Monday, Kings Day, Ascension Day, Pentecost, Whit Monday, Christmas Day, Boxing Day

APAC holidays:
Chinese New Year, Chinese New Year (in-lieu), Good Friday, Labour day (in-lieu), Hari Raya Pusa, Vesak Day, Hari Raya Haji, National Day, Deepavali, Christmas Day (in-lieu)


SUPPORT SEVERITY LEVELS AND RESPONSE TIME OBJECTIVES


Incident Severity Level1
Basic Description of Incident Severity Level
Initial Response Time2
Resolution Target Time3
Level P1
A Support Incident is classified as Priority 1 when it involves Impairment of Logistyx Software to the nature and extent that the Logistyx Software is unusable with no acceptable alternative workaround, and the restoration / resolution is immediately necessary to prevent severe business impact.
1 Hour
Provided the Support Incident is caused by an Error, Logistyx will use commercially reasonable efforts to resolve a Level P1 Support Incident, or provide a Workaround4, within four (4) hours.
Level P2
A Support Incident is classified as Priority 2 when it involves the impairment of a major feature of the Logistyx Software without entirely preventing its use, and the restoration / resolution is resolution is needed as soon as possible because of potentially damaging service impact.
4 Hours
Provided the Support Incident is caused by an Error, Logistyx will use commercially reasonable efforts to resolve a Level P2 Support Incident, or provide a Workaround, within 2 business days.
Level P3
A Support Incident is classified as Priority 3 when it involves the impairment of a minor feature of the Logistyx Software without entirely preventing its use, and the resolution will solve minor incidents or repair missing functionality but can be scheduled.
1 Business Day
Provided the Support Incident is caused by an Error, Logistyx will use commercially reasonable efforts to resolve a Level P3 Support Incident, or provide a Workaround, within five (5) business days.
1 Customer will have the ability to select the Severity Level that most appropriately reflects Customer’s current status. Logistyx reserves the right to reclassify a Severity Level once an issue diagnosis has commenced if Logistyx determines that such level has been misclassified.
2 “Initial Response Time” means the elapsed time beginning when the Customer creates a service request until Logistyx first responds to the Customer. Customers must utilize the toll free number for Level P1 Support Incidents.
3 “Resolution Target Time” means the elapsed time beginning when the Customer creates a service request to when Logistyx notifies the Customer that a solution has been offered. Achieving the Resolution Target Time is conditioned on Customer providing Logistyx sufficient information and resources to identify, diagnose, and resolve the Error, either at Logistyx’s support center or via dial-up access at Customer’s site (including without limitation remote desktop or SSL VPN access to the physical servers on which Logistyx Software is installed), and reasonable access to the personnel, hardware, and any additional software involved in discovering the Error.
4 “Workaround” means a modification or solution that allows the Customer to continue to use the Logistyx Software. A Workaround may consist of a series of temporary or interim instructions, procedural steps or usage clarifications to avoid an Error or circumvent its effect. Commercially reasonable efforts will be made to respond to and resolve Support Incidents pursuant to this Schedule. Nothing in this Schedule shall expand or add to any warranty set forth in the agreement governing the use of the Logistyx Software.


ESCALATION MANAGEMENT


Logistyx has established escalation procedures to help facilitate the resolution of complex Support Incidents related to Logistyx Software. If a Customer has reasonable grounds for concern as to whether Logistyx is dedicating sufficient effort to resolving a Support Incident after Logistyx’s initial response, Customer may ask that the Support Incident be escalated.

This Support Options & Service Level Schedule is subject to change at Logistyx’s discretion; however, changes to this Support Options & Service Level Schedule will not result in a material reduction in the level of services provided for supported Logistyx Software during the support period for which fees for maintenance and support have been paid.


SCOPE OF LOGISTYX SOFTWARE MAINTENANCE


Provided Customer has purchased Software Maintenance and Support, Logistyx will provide Updates to Customer on the same schedule that Logistyx makes such Software Updates generally available. “Updates” means a subsequent release, modification, correction or addition to Logistyx Software or documentation, which Logistyx generally makes commercially available as part of Software Maintenance and Support without additional charge. Updates are subject to the terms of the Agreement and applicable Software Order Form, and do not include new features, capabilities, or applications that are made available to licensees of Logistyx Software for a separate license fee, upgrade charge or as part of a subscription license fee.

Updates are generally designated by a change in the number appearing to the right of the initial decimal point in the product’s version number (i.e., 1.1 vs. 1.0). Logistyx will only provide Software Maintenance and Support to the current and 2 previous major versions of any Logistyx Software. Updates are only effective on the latest version of Logistyx Software, which is the version of the Logistyx Software that has been updated with all the most current Updates released or made available for such version of the Logistyx Software. The effort required to install updates is not included in the Software Maintenance and Support Fee.

Logistyx assumes no responsibility for the correctness of, performance of, or any resulting incompatibilities with, current or future releases of the Logistyx Software if the Customer has made changes to the system hardware/software configuration which changes or affects the performance of Logistyx Software without prior written approval by Logistyx. Logistyx assumes no responsibility for the operation or performance of any Customer-written or third-party software not provided by Logistyx.