- Hardware Support Services
- Monitoring Support Services
- Onsite Maintenance Support Services
- Development Support Services
- Training Support Services
- Technical Product Support Services
Hardware Support Services
The Appliance is provided on a [CCG NSAPPE] computer, which includes [CCG factory warranty on the core systems. In the event of a defect in the CheckMate, the Customer agrees to contact CCG for replacement parts.
CCG provides a three-year warranty on the sensors, including chassis, motherboard, disks, and memory. Sensors Hardware Support Services is provided with CCG’s Appliance and a valid software license. Within two weeks of replacement by CCG of any defective sensor hardware parts, the Customer agrees to and will ship the defective sensor hardware parts, at Customer’s expense, to CCG’s main office. In the event of a Customer’s failure to return defective hardware parts, CCG will charge the Customer the market price of the hardware part. Software updates are provided four times a year which will be provided on media, providing software patches and updates, the latest OS patches and updates, and six critical bug fixes per year due to software defects.
Monitoring Support Services
CCG will provide up to six times a year, data analysis, customized reports, enhance existing reports, existing data purge, data log analysis and review, cleanup aged data on the operating system and tools, identify/verify and fix log errors. In addition, CCG will provide Software patch updates and threat updates every three months, continuous monitoring, and alerts and 6 critical bug fixes per year due to software defects.
Onsite Maintenance Support Services
Annual Onsite Maintenance includes quarterly review of the Software. Delivery and installation of the upgrades to the Software tools, delivery and installation of the OS patches. Identification/verification and fixing of log errors, cleanup of aged data on the operating system and tools. This optional service assists in optimizing software installation and maintain optimum performance. Any onsite maintenance support services may be provided for the fees listed under Schedule E.
Development Support Services
CCG will provide Development Support Services for four months to address certain development needs of Customer. Any additional Development Support Services may be provided for the fees listed under Schedule E.
Training Support Services
CCG will provide Training Support Services. CCG agrees to provide up to two (2)daysonsite/online training for up to 6 persons in the training group. For purposes of this section, “two days” means sixteen hours. The parties will cooperate to find a mutually acceptable date and time for the training.
Technical Product Support Services
CCG will provide Technical Product Support Services. Technical Product Support Services are provided for a one-year term. Support, as described in Attachment D-1, is provided for a fee of the hardware and software license fee paid in year one.
A. TECHNICAL PRODUCT SUPPORT
|Case Severity||Standard Support||Gold Support||Platinum Support|
|1||Within 24 hours after emailing the issue, Monday through Friday excluding holidays. Issues reported during the above hours will be responded to the following business day.||Within 8 business hours after emailing the issue and calling the emergency hotline, Monday through Friday excluding holidays.||Within 2 business hours after e-mailing the issue and calling the emergency hotline.|
|2||Within 5 working days after e-mail the issue.||Within 2 working days after emailing the issue.||Within 1 working day after e-mailing the issue.|
|3||Within 3 working week after e-mailing the issue.||Within 1 working week after emailing the issue.||Within next working week after e-mailing the issue.|
B. PROBLEM RESOLUTION
The resolution will consist of either a Work Around, an Interim Solution or a Permanent Solution. Problems that require an Interim Solution will be considered resolved when the test used to reproduce the problem demonstrates the corrected behavior.
Note: CCG is not responsible for resolving problems arising from errors in equipment or software not provided by CCG or errors made by individuals who are not CCG employees or contractors.
|Case Severity||Work Around||Interim Solution||Permanent Solution|
|1||Standard Support: Provided within 5 working days.||Interim Solution||Standard Support: Included in next release.|
|Gold Support: Provided within 48 hours.||Gold Support: Included in next release.
|Platinum Support: Provided within 4 hours||Platinum Support: Included in the next release.|
|2||Standard Support: Provided within 2 working weeks.||Standard Support: Provided within 3 working weeks if no Work Around is possible.||Standard Support: Included in the next release.|
|Gold Support: Provided within 1 working week.||Gold Support: Provided within 2 working weeks if no Work Around is possible.||Gold Support: Included in the next release.|
|Platinum Support: Provided within 3 working days.||PlatinumSupport: Included in next release|
|3||Next release.||Standard Support: Provided within 1 working month.||When deemed feasible by CCG.|
|1||A Severity 1 problem exists if any CCG or major function thereof is (i) inoperative, or (ii)is experiencing CCG/intermittent problems that are having a significant impact on the Customer’s ability to use the CG Product.|
|2||A Severity 2 problem exists if the functionality of the CCG Product is found to be defective or absent, or contains a problem that renders CCG Product difficult, but not impossible to use.|
|3||A Severity 3 problem exists if the Customer experiences a non-critical degradation of performance, or experiences minor problems that need correction in either CCG Product or the relevant CCG product manuals.|
C. ESCALATION TECHNICAL SUPPORT
Once the Customer’s own Technical Support Team is unable to resolve CCG’s installed security software product issues. The Customer will contact CCG; CCG’s internal support organization will start verifying the software issue. Once the problem is verified by the CCG support organization, the request will be handed over to product development to resolve the issue if no resolution is immediately available. The Customer will be contacted as describe above.
CCG’s assigned support engineer follows up on the issue internally within CCG and will, according to the resolution objectives set for the above, attempt to send out work-around and Interim or Permanent Solutions.
Customer understands that CCG cannot guarantee a favorable outcome, and some issues may have to be resolved by providing a new/replacement installation with loss of history.
CCG provides a data feed comprising of the latest updates and new tests available to detect and identify the latest known vulnerabilities.The tests are available for download on a weekly basis. The feed is usually updated weekly.