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Support Policies - DaaS

These Support Policies apply to your use of Cirrus’ DaaS and related offerings, including, but not limited to, VMware Horizon Desktops, and Hosted Apps Server offerings.

 These Support Policies are an integral part of Cirrus' Terms of Service (the "Agreement") found here: https://support.cirrusdynamics.com/hc/en-us/articles/218293427-TERMS-OF-SERVICE. Capitalized terms not defined herein will have the meaning specified in the Agreement. These DaaS Support Policies may be updated from time to time.

 

General Statement of Responsibilities.

At all times during the term of the Agreement, Cirrus shall provide you with Technical Support services.

  

For purposes of this policy, “Level 1 Support” means telephone and email support provided by your support personnel in response to the initial inquiry placed by an end-user regarding product operation.   

For purposes of this policy, “Level 2 Support” means technical support provided by your support engineers with additional qualifications, which, after using all reasonable efforts, is required due to Level 1 Support personnel having been unable to resolve an Incident with respect to the Service Offering.

For purposes of this policy, “Level 3 Support” means technical support provided directly to you by Cirrus’ engineers after you are unable to resolve an Incident with respect to the Service Offering by providing Level 1 and Level 2 Support.

 

Allocation of Responsibilities between the Parties.

  • Initial Support Contact:  When an end-user contacts you for support, your support personnel will first work with such end-user on problem identification and verification of known issues or problems before contacting Cirrus for Technical Support.
  • Level 1 and Level 2 Support by you:  You will be responsible for providing Level 1 Support and Level 2 Support to your end-users of the Service Offering.
  • Level 3 Support by Cirrus: If despite commercially reasonable efforts, you are unable to resolve an issue after providing "Level 1" and "Level 2" Support then you shall provide Cirrus with a written report (which should be via email to [email protected]) summarizing your analysis of the issue and efforts taken to debug and/or resolve the issue.  Upon receipt of such written report, Cirrus shall provide “Level 3" support in accordance with, and as set forth in the "Response and Resolution Targets" section below.  
  • Backups:  Cirrus shall maintain regular hot software backups (“Backups”) of the Software and associated data in a secure location. In the event of an “Urgent/Critical” issue or any issue severely limiting the use of the Service Offering, the Backups will be used to temporarily restore service and use of the Software. Backups may also be used to compare the current operational Software with a prior known working solution to aid in providing Support Services.
  • Remote Access: You agree to provide Cirrus access to your computers via remote data communications as reasonably required to perform their obligations under this Agreement.  

Your Responsibilities

In relation to Level 3 support, you shall: 

  1. use Cirrus-approved products and maintain the correct operating environment in accordance with any specified requirements as outlined in the technical specifications of the product installed;
  2. designate a limited number of named Authorized Support Contacts who are qualified and authorized to contact Cirrus' Support for technical assistance. These may include administrators, project managers, help desk personnel, etc. who have successfully completed a Cirrus training program;
  3. allow Cirrus reasonable access to your computer system and necessary data;
  4. allow Cirrus reasonable access to your IT organization and information on your internal infrastructure as required to diagnose and troubleshoot identified problems; and
  5. promptly install all Technical Updates furnished by or on behalf of Cirrus specifically relevant to or connected to issues reported.

 

Maintenance and Support Services:

Technical Assistance:  Cirrus shall provide technical assistance to your Authorized Support Contacts via telephone, email or online web access in response to inquiries regarding general Software operation or an issue with respect to the Software.  

  • Technical Updates:  Technical Updates include changes and corrections to the Software as are required to keep the Software in substantial conformance with the applicable Documentation and that are created as corrections for defects in the Software as well as modifications or enhancements. Technical Updates are typically delivered in the form of patches or service packs and development, packaging, and timing of these updates is at the sole discretion of Cirrus.
  • Software Updates:  Cirrus may periodically provide Updates which may include enhancements, improvements and new functionality of the existing Software. Typically these will be delivered as a new version or minor version to the existing released Software. The development and timing of Updates is at the sole discretion of Cirrus and they shall not include any release, option or future product that Cirrus licenses separately.

 

Support Availability and Communications Methods:

Standard Hours of Operation for Cirrus

9:00 am to 5:00 pm, Monday through Friday, excluding Saturday, Sunday and Public holidays.

Email support:  Email Support is available via [email protected]. Messages can be sent 24x7, but will be responded to according to response guidelines for specific priority levels during standard operating hours, otherwise they will be addressed during the next business day.

Web Support: Cirrus Support maintains a self-service support website at http://support.cirrusdynamics.com. Specific areas of this site requires authentication and is available to registered customers under maintenance. This site is available 24x7 and contains Cirrus’ information including documentation, technical bulletins etc.

Telephone Support:  Telephone Support is available via +1 949-613-7190. The technical Support Hotline will be answered during standard operating hours. All voice messages will be responded to according to response guidelines for specific priority levels during standard operating hours otherwise, will be addressed during the next business day.

Onsite Support: Cirrus maintains no responsibility or obligation to dispatch support engineers to your site in furtherance of troubleshooting or resolving any reported Cirrus problems but may choose to do so at their own discretion. If Cirrus personnel are dispatched on site to resolve a reported problem and the problem is determined not to be a Cirrus product issue, you shall, to the extent so authorized, pay Cirrus the then current time and materials rate for all services provided and all expenses of Cirrus associated with performance of those services.

 

Prioritization of Incidents:

All inquiries and issues reported to Cirrus should be prioritized according to the following criteria and designations:

Urgent Critical/System Down

Service Offerings are not functioning in a production environment. Major Cirrus software components crash or otherwise fail causing a severe impact on your business objectives and affect a large percentage of end users.  

High    High

Non-conformity such that one of the major functions or features of the Service Offering is failing. The Incident severely restricts the usability of the application in a production environment, but the application itself is running.

Normal Medium

This priority is intended for routine Inquiries and for less severe Service Offering issues where the application is functioning albeit in a slightly diminished capacity. Usually only a small number of end users are impacted or inconvenienced and workarounds are available.

Low      Low

This priority is intended for basic Inquiries and for very minor product issues where the Service is functioning albeit with some inconvenience. Usually only a small number of end users are impacted and workarounds are available.

 

Response and Resolution Targets: The following table provides Cirrus’ target response and resolution times for Incidents reported in accordance with this policy.

  

 Priority

Target

Response

Target

Workaround

Target

Resolution

Reporting

Frequency

Urgent

30 min

4 hrs

 3 days

Twice daily

High

1 hr

8 hours

 10 days

Daily

Normal

4 hrs

2 days

 30 days or next Technical Update

Weekly

Low

8 hrs

10 days

 Next Technical Update

Weekly

 

NOTES:

All above time duration are in standard business hours, i.e. 4 business hours or 10 business days. In all above cases the time frames specified are targets. All references to elapsed time in the table above indicate actual time spent by a Cirrus Support Engineer performing technical activities associated with investigating, analyzing or otherwise working to identify and resolve a technical problem.  Time spent by you obtaining requested information, log files, etc. or performing activities as requested by Cirrus are not included in these stated time frames.

Upgrade/Downgrade of Priority Level  If, during the Support Request process, the issue either warrants assignment of a higher priority level than currently assigned or no longer warrants the priority level currently assigned based on its current impact on the production operation of the Service Offering, then the priority level will be upgraded or downgraded accordingly to the priority level that most appropriately reflects its current impact.

Target Response includes the assignment of an inquiry or Incident to a designated Support Engineer and an acknowledgement back to you either via telephone or email.

Target Workaround may include restarts, re-installation or other means of restoring service in as timely a manner as possible. All focus is made to restore service or provide a reasonable alternative to circumvent the existing problem case and to achieve customer’s expected utilization of the Service Offering.

Target Resolution may include a software patch, re-installation or rebuild of system or Technical Update. Where practical, Cirrus will schedule such updates during non-business hours and will provide you with notice.

Reporting Frequency indicates how often Cirrus will provide status updates by either telephone or email. Cirrus will update the online case reporting system on a continuous basis throughout the duration of the Incident. Status updates will cease upon your confirmation of successful resolution of the Incident.

Additional Limitations on Support.

Cirrus’ obligations hereunder shall apply to the current release of the Software (as updated by any Technical Updates) and only apply to versions of the Software that have not been discontinued.  Cirrus’ obligations hereunder expressly do not cover products made, supplied or licensed by a third party, nor does it cover modifications or adaptations of the Software by any party other than Cirrus, its agents, or representatives of Service Providers that have been approved by Cirrus.  

If you notify Cirrus of a problem and it is established that the problem is due to incorrect or improper use of the Software (as opposed to a defect in the Software), or to an application created by you or any of your products or services, Cirrus shall have no obligation to take any action to correct the problem to the extent such problem is related to the preceding causes or where recommended maintenance procedures are not followed.

Upon your written request and written authorization delivered to Cirrus that Cirrus should proceed with work on a time and materials basis, and at Cirrus’ sole discretion, Cirrus may attempt to correct the problem, and you shall, to the extent so authorized, pay Cirrus the then current time and materials rate for all services provided and all expenses of Cirrus associated with performance of those services, whether or not the problem is eventually corrected.

Discontinuation of Support.

Cirrus may, from time to time in its sole discretion, decide to discontinue support for one or more of its Service Offerings.  In such event, Cirrus shall use good faith best efforts to provide at least three months advance written notice to you of the Service Offering for which support shall be discontinued, of its decision to discontinue support. Such notice will occur at least three months prior to the actual discontinuance, this provides at least a six (6) month notice to you before actual support discontinuance.

Incorporation of Other Policies.

From time to time, Cirrus adopts polices regarding matters such as privacy, support of operating systems, and other similar policies.  Each of these policies, which is available at support.cirrusdynamics.com and may be amended by Cirrus from time to time, is incorporated by reference herein.

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