Support & Maintenance Agreement

J-Integra Support & Maintenance Agreement

Support and maintenance services for each J-Integra Product ("Support and Maintenance") may be purchased separately. Unless you have entered into another agreement with Intrinsyc Software International, Inc. covering Support and Maintenance, all Support and Maintenance is subject to the terms and conditions of the J-Integra Support and Maintenance Agreement below.

BY PURCHASING SUPPORT AND MAINTENANCE, YOU CONSENT TO BE BOUND BY THE TERMS OF THE SUPPORT AND MAINTENANCE AGREEMENT. IF YOU DO NOT AGREE TO THE TERMS OF THE SUPPORT AND MAINTENANCE AGREEMENT, YOU SHOULD DISCONTINUE ALL USE OF SUPPORT AND MAINTENANCE. EXCEPT AS SET FORTH IN THE SUPPORT AND MAINTENANCE AGREEMENT, INTRINSYC SOFTWARE INTERNATIONAL, INC. HAS NO OBLIGATION TO PROVIDE SUPPORT OR MAINTENANCE FOR ANY J-INTEGRA PRODUCT.


J-Integra Support & Maintenance Agreement

1. Scope

    The following describes the standards and procedures followed by Intrinsyc Software International, Inc. ("Licensor") for Support and Maintenance Services applicable to the J-Integra Product. Licensor will provide all levels of support directly to the registered owner of the J-Integra license(s) ("Licensee") and not to Licenseeís customers, if applicable.

2. Duties and Limitations

    Support shall be provided for the purpose of investigating errors resulting from the use of the J-Integra Product in a software application. Any such errors must be reported and documented by Licensee via email. Licensor will acknowledge to Licensee receipt of a reported error and will verify Licensee-detected errors, provided that the error can be recreated with an unmodified release of the J-Integra Product programs and libraries.

    Licensor will use commercially reasonable efforts toward development of a fix or work-around for the error. Licensee shall submit to Licensor a listing of output, code, a clear description of the problem, error message(s), information regarding the equipment and operating system on which the J-Integra Product programs and libraries are loaded, and any other data that Licensor may reasonably request in order to reproduce the conditions under which the error occurred.

    Licensor will be responsible only for supporting the J-Integra Product programs and libraries and not for Licensee's own software application. At its sole discretion, Licensor may cease providing Support Services or limit availability of such services to Licensee if, in Licensorís reasonable judgment, Licensee is abusing the customer support system. By way of example, and not by way of limitation, such abuse may include excessive requests for assistance unrelated to errors in the J-Integra Product programs and libraries or lack of cooperation with the reasonable requests of Licensor personnel for error documentation.

3. Maintenance Services

    (a) Definition. Maintenance Services refer to the duties and obligations provided to Licensees who subscribe to Software Maintenance.

    (b) Term. Maintenance Services are optional for the Licensee. The coverage period for Maintenance Services is in increments of one (1) calendar year.

    (c) Renewal Date. Only one Maintenance Services renewal date will apply to all licenses owned by the Licensee, regardless of their purchase date. At the time of renewal, a pro-rated discount will be applied to the Maintenance Fees for any unused Maintenance Services that were paid out during the previous year.

    (d) Maintenance Fees. The Maintenance Fee for each year of Maintenance Services is indicated below. If the Licensee declines to purchase or renew Maintenance Services and wishes to do so at a later date, a Re-Subscription Fee will apply and is retroactive to either the date the license was purchased or the expiry date of any previous coverage.

    License Type SW Maint Fee
    (Per License)
    Re-Subscription Fee
    (Per License)
    J-INT
    DEVELOPER
    $75 $169
    J-INT COM
    SERVER
    $719 $1,599
    J-INT COM
    CLIENT
    $36 $81
    J-INT EXC
    SERVER
    $359 $799

    (e) Coverage. If the Licensee opts to purchase Maintenance Services then all licenses owned by the Licensee must be covered. Licensee is ineligible for Maintenance Services if only a subset of Licensee's licenses are covered.

    (f) Upgrades and Patches. Maintenance Services provide access to new releases and patches released to production during the term for which Maintenance Fees have been paid.

    (g) Email Support. Maintenance Services include email support. This level of support allows Licensee to email Licensorís support team with questions and support issues, but there are no guaranteed response times. Guaranteed response times require Licensee to purchase Silver or Gold Support.

4. Support Services

    (a) Definition. Support Services refer to the duties and obligations provided to Licensees who subscribe to Software Maintenance or a combination of Software Maintenance and Silver or Gold Support.

    (b) Hours of Operation. Licensor Support Services are provided Monday through Friday, 9:00AM to 5:00PM PST/PDT (GMT-8/7). Additional hours of operation are available via a custom support agreement.

    (c) Term. Support Services are optional for the Licensee. The coverage period for Support Services is in increments of one (1) calendar year.

    (d) Priority Support. Support requests from Licensees who have subscribed to Support Services will be given priority. The priority level of each support request is determined by the subscription level:

    • Gold Support (Priority 1): Support requests are given priority over Silver Support and Software Maintenance subscribers.
    • Silver Support (Priority 2): Support requests are given priority over Software Maintenance subscribers.
    • Software Maintenance (Priority 3): Support requests are given priority over non-subscribers.

    (e) Guaranteed Response Time. Licensees who have purchased Silver or Gold Support will receive a response to their support requests within a maximum of:

    • One (1) Business Day for Silver Support subscribers
    • Four (4) Business Hours for Gold Support subscribers

    Depending on the complexity of the issue, a complete resolution may require a communication exchange between the Licensee and the Licensor support engineer assigned to the case that spans several days.

    There is no guaranteed response time for Licensees who have subscribed to Software Maintenance but not to Silver or Gold Support.

    (f) Phone Support. Phone support is available to customers who have purchased Silver or Gold Support. Phone support will include consultation on the operation and utilization of the J-Integra Product and will be provided in English.

5. Support Incidents

    (a) A single support incident is defined as a question or request for help from the Licensee that cannot be resolved by directing the Licensee to existing product documentation or examples.

    (b) If the Licensee's support request cannot be closed within 10 business days, the Licensor Support Manager will discuss with the Licensee two possible steps:

    • The incident will be closed because it is not a critical problem for the Licensee or it is considered a bug or new feature. If it is considered a bug, it will be logged to a bug database and Licensor and the Licensee will discuss its severity and timing regarding if and when it will be fixed. If the incident is considered a new feature, it will be included in a list of potential candidates for a future release of the J-Integra Product; or
    • The incident is escalated into a formal engineering consulting project and the Licensee agrees to engage the Licensorís engineering team to investigate, develop, and/or recommend a resolution.

6. Previous Versions and Patches

    Following the release of a new J-Integra Product version, the immediately preceding version will continue to be supported for a total of six (6) additional months, provided Licensee has purchased Maintenance Services for that period.

    In addition, patches will only be applied to the most recent version of the software (or previous version subject to the six month limit described above). Licensees must have subscribed to Maintenance Services before they can gain access to new versions or patches that resolve a support incident.

7. Obsolescence Policy

    (a) J-Integra Product Removed From Sale

    • A J-Integra Product version will be "Removed From Sale" immediately after the next J-Integra Product version is available, and will be assigned "Obsolete Product" status six (6) months later. The obsolete product SDK will remain available for download for an indefinite period of time.
    • In the event that a Licensee still wishes to continue with the "Obsolete Product", it will be at the discretion of Licensor whether or not it will attempt a patch. If Licensor proceeds, it will be done as a professional service charged in accordance with Licensor's then applicable rates.

    (b) Forward/Backward Compatibility

    • Licensor's J-Integra Product design philosophy is based on providing forward/backward compatibility for as long as is practically possible.
    • Licensor will ensure backward compatibility for product releases with the same initial ordinal in the J-Integra Product nomenclature (e.g. v2.x). Reasonable commercial efforts will be made to provide backward compatibility between product releases with a different initial ordinal in the J-Integra Product nomenclature (e.g. upgrading from v2.x to v3.x).