terms/tss

DBcloudbin Terms of Service. Technical Support Services

Last modified: 05/15/2022

The following technical support services guidelines (“Guidelines”) apply to agreements where Tecknolab provides DBcloudbin service (as described at  https://www.dbcloudbin.com/terms-and-conditions) and related technical support to Customer (as amended from time to time, the “Agreement”).

General Support Services Terms

1. Generally. As part of Customer’s purchase of DBcloudbin service, Tecknolab will provide Basic Support to Customer. Customer may order additional TSS for an additional fee.

2. Basic Support. Customer will receive automatic backend Services and Maintenance updates, access to documentation, white papers, online best practices guides, and community forums. Customer will be able to fill out support requests through online support form at My account private area, that will be answered with no obligation, in a best-effort basis with no response time commitment or SLA.

3. Support Request Submission.

3.1. First Line Support. Customer will provide first-level support to Customer End Users. Tecknolab will provide second-level support to Customer’s Designated Contacts only.

3.2. Customer Efforts to Fix Errors. Prior to making a request to Tecknolab, Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to Tecknolab. Thereafter, Customer may submit a Request for TSS.

3.3. Characterization of Requests. Customer designates P1-P4 priority upon submission of Requests. Tecknolab will review Customer’s priority designation and may change designations that Tecknolab believes are incorrect. Any such determination made by Tecknolab is final and binding on Customer.

3.4. Procedures for Acknowledgement and Resolution of Requests. When making a Request, Customer will provide all requested diagnostic information and assist Tecknolab Support Personnel as may be required to resolve a Request. Upon resolution of a Request, Customer may receive an optional survey to provide feedback to Tecknolab on the support Request experience.

3.5. Request Acknowledgement. Tecknolab may respond to a Request by acknowledging receipt of the Request. Customer acknowledges and understands that Tecknolab may be unable to provide answers to, or resolve all Requests.

3.6. Feature Requests. If Tecknolab deems a Request to be a Feature Request, Tecknolab will log such Request for consideration to add to a future update or release of the Services and will consider the matter closed. Tecknolab is under no obligation to respond to or resolve any Feature Request or to include any such Feature Request in any future update or release.

3.7. Building Applications. For clarity, Tecknolab has no obligation under these Guidelines to: (a) write, build or improve any software Applications, or write code to facilitate Applications; (b) configure the Services for Customer; or (c) design, build or review Customer infrastructure.

3.8. Pre-General Availability Offerings. Tecknolab has no obligation to provide TSS for Pre-GA Offerings, but will consider Requests relating to Pre-GA Offerings on a case-by-case basis.

4. Accessing Support.

4.1. Setting Designated Contacts. Customer-designated support admins will, by default, access the DBcloudbin customer area of the user that requested the DBcloudbin service license under support. Optionally, Tecknolab and the customer may agree to allow other users in the platform to be used on-behalf of the license owner. When filling up a support request, the customer may add additional email addresses to be copied in any communication related with the support case.

4.2. Support Hours and Target Initial Response Times. Tecknolab will process Requests during the Hours of Operation and in accordance with the applicable target initial response times for each support level, unless otherwise indicated in these Guidelines. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day.

4.3. Compliance with Applicable Law. Tecknolab will not provide TSS if  prohibited from doing so by applicable law.

4.4 Customer’s environment operational compliance. For the DBcloudbin elements deployed at customer’s operational environment, it is customer responsibility to maintain it in a Supported Platform. Any support case filled for an unsupported platform will be handled in a best-effort basis with no resolution or answer obligation by Tecknolab support.

5. Maintenance. To ensure optimal performance of the Services, Tecknolab performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Services. If Tecknolab expects planned Maintenance to negatively affect the availability or functionality of the Services, Tecknolab will use commercially reasonable efforts to provide at least seven days’ advance notice of the Maintenance. In addition, Tecknolab may perform emergency unscheduled Maintenance at any time. If Tecknolab expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, Tecknolab will use commercially reasonable efforts to provide advance notice of such Maintenance. Maintenance notices noted above will be provided via the DBcloudbin Support Tool or via an email to the Notification Email Address.

6. Language Support. All support provided by Tecknolab pursuant to these Guidelines will be provided in the English language except if aggreed otherwise in a case by case basis and depending of the availability of support resources.

7. Support Data Processing Activities. Tecknolab collects and processes Support Data for the purpose of providing TSS under these Guidelines and maintaining the Services.

8. Professional Services. In addition to the support and maintenance services described above, Tecknolab may provide limited advisory services to Customer under these Guidelines in accordance with an order form executed by Tecknolab and Customer and datasheets associated with the services. Additional fees may apply. Advisory services are recommendations only. Customer is responsible for the results achieved when determining whether to implement recommendations from Tecknolab. Tecknolab may deliver recommendations to Customer in the form of a working paper or report, which Customer may use, modify and reproduce for its internal business purposes. Tecknolab will not otherwise license any intellectual property to Customer as part of the advisory services provided under these Guidelines. Any other advisory, professional or implementation services will be subject to the terms of a separate agreement between Tecknolab and Customer.

9. Collaborative Support. In recognition that Customer may deploy and use Services that are offered in connection with or that rely upon a range of third party hardware and software components and computing platforms, resolving Requests may sometimes require input from third party providers. Tecknolab will, in its reasonable determination, identify to Customer any Requests that require the involvement of third party providers that the customer will manage through their own support contracts.

10. Additional Definitions.

13.1. “Application” has the meaning given in the Agreement or, if not such meaning is given, has the meaning given to “Customer Application” in the Agreement.

13.2. “Business Day” means any day during the Hours of Operation.

13.3. “Customer End User” has the meaning given in the Agreement or, if no such meaning is given, has the meaning given to “End Users” in the Agreement.

13.4. “Designated Contacts” means administrators or technical employees designated by Customer or Reseller (if Customer is accessing TSS as a customer of a Reseller) who are allowed to contact Tecknolab for technical support.

13.5. “Feature Request” means a Request by a Designated Contact to incorporate a new feature or enhance an existing feature of the Services that is currently not available as part of the existing Services.

13.6. “Tecknolab Support Tool” means the Support form available at  My account .

13.7. “Tecknolab Support Personnel” means the Tecknolab representatives responsible for handling Requests.

13.10. “Hours of Operation” means 8:00 on Monday to 17:00 on Friday CET Time Zone, except for holidays in local time for each region documented in the Tecknolab Support Tool.

13.11. “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.

13.12. “Notification Email Address” has the meaning given in the Data Processing and Security Terms.

13.13. “P1” means Critical Impact – Service Unusable in Production.

13.14. “P2” means High Impact – Service Use Severely Impaired.

13.15. “P3” means Medium Impact – Service Use Partially Impaired.

13.16. “P4” means Low Impact – Service Fully Usable.

13.17. “Priority” means P1, P2, P3 or P4 depending on the level of impact a Request is having on Customer’s operations and is used to establish initial target response times.

13.18. “Request” means a request from a Designated Contact to Tecknolab Support Personnel for technical support to resolve a question or problem report regarding the Services.

13.19. “Reseller” has the meaning of an Tecknolab’s authorized Entity to sell DBcloudbin service and support services to end-customers.

13.20. “Support Data” means account details and the information that Customer provides to Tecknolab for the purpose of obtaining TSS under these Guidelines, including requests for support and the details provided to Tecknolab about the specific support issue.

13.21. “Supported Platform” means an operating environment and versions conformant with Compatibility matrix.

13.24. “Value Add Services” means additional TSS available to Customer for an additional fee.

Standard Support