Deltek GovWin CRM Support Terms
Deltek GovWin CRM SUPPORT
Deltek shall provide the Basic Support for GovWin CRM Subscriptions during any period for which Customer has paid the required Subscription fees. Customer may upgrade its Support Plan at any time. For more information, please contact your Deltek Client Services representative.
1. Support Definitions (in addition to the definitions in the Master Subscription Agreement):
a. "Application" means the Deltek GovWin CRM software.
b. "Application Support" means basic Application usage questions or troubleshooting routine error messages.
c. Correction" means, without limitation, workarounds, support releases, component replacements, patches and/or documentation changes made available by Deltek.
d. "Defect" means a material failure of the Application to operate substantially in accordance with the applicable user guides and reference manuals.
e. "Mission Critical Case" means that the Application is inoperable or inaccessible.
f. "Misuse" means any use of the Service in disregard of any known or reasonably anticipated adverse consequences, warning messages, or other written instructions.
g. "System Access Support" means support for the technical infrastructure where the Application is hosted, including the hardware and servers, hosted network architecture, and database support.
h. "Support Case" is a single, reproducible issue, problem, or symptom that requires interactive assistance with a Deltek Customer Care Analyst.
i. "Technical Contact" means the person who Customer identifies on the Orer Form as authorized to contact Deltek support on the customers behalf. Customer can change the Technical Contact via the Customer Care Support website.
j. "Updates" means upgrades, modifications, improvements, enhancements, extensions, new releases, and other changes to the Application that Deltek makes available.
2. Basic Support. (included with the paid Subscription fee):
a. 24x7 access to the Deltek Customer Care Support website (https://deltek.custhelp.com):
i. Case Management System: Submit a new Support case or update an existing case.
ii. Access our on-line knowledgebase with its extensive collection of articles and other helpful information and Application documentation.
iii. Access to Connect Forums, a web-based community in which Customers share information with each other and with Deltek experts via e-mail notification, news groups and regional user groups.
b. Application Updates. Deltek will from time to time release new versions of the Application with updated functionality. Application Updates may also include crucial information needed to remain compliant with applicable government regulations.
c. Defect Correction. When a Customer reports a suspected Defect in the Application to Deltek, Deltek shall attempt, based upon the information provided, to recreate the suspected Defect. If the Defect is confirmed, Deltek shall use commercially reasonable efforts to provide Customer a Correction (and updated documentation, if applicable).
d. Backup and disaster recovery program.
e. Customer will designate a Technical Contact to receive Subscription information and to coordinate Support requests. Customer may change the Technical Contact on the by notifying Deltek.
f. Technical Contact: One (may be changed)
g. System Access Support Cases: Unlimited.
h. Application Support Cases:
i. Up to ten (10) cases in the first three months.
ii. After 10 Application Support Cases or three months (whichever is first), Customer may purchase additional Application Support in sets of 5 cases at then-current rates, or may upgrade its Support Plan to one with a higher case limit.
iii. Any Application Support Case determined to be a Defect will not count towards Customer's case limit.
3. Submitting Support Requests.
a. Support cases must be reported to Deltek by the Technical Contact.
b. The Technical Contact should submit all Support requests to Deltek's Customer Care Support site https://deltek.custhelp.com. Support requests will be logged and tracked in Deltek's tracking system. Deltek will notify Customer if the Support site URL changes.
c. When submitting a support request, the Technical Contact must:(i) provide Deltek with all information requested on the Support Request Form for Deltek to process the request and (ii) respond promptly to Deltek with any information reasonably requested to clarify the support request. Deltek will work with the Technical Contact to set expectations regarding the completion times for all support requests.
d. Upon receipt of the support request, Deltek will acknowledge the request and determine the appropriate severity level based on the classifications specified.
e. Response Guidelines - Deltek will respond to all Mission Critical Cases with-in four business hours. Deltek will respond to all other support requests within one business day.
4. Excluded Items. Deltek's support obligations shall not include:
a. On-going Application administration and configuration, outside of the standard configuration.
b. Providing assistance relating to problems caused by (i) malfunction or failure of the network accessing the Application outside the host firewall, (ii) Misuse, (iii) improper implementation or configuration by Customer, third party consultants, or contractors, or (iv) any other cause not attributable to Deltek;
c. Custom code or support for any custom program or report.
d. Consulting service that is relation to configuration guidance, user training, or any other consultative assistance.
e. Questions that are covered in documentation or on-line help, or information generally available in our on-line knowledgebase.
f. Performing Services that would normally be provided at Customer's business location.
g. Database schema changes, or supporting APIs not provided or approved by Deltek.
h. Access to the Service via private network; translation services; and any and all other requirements and/or services not specifically described in this Agreement.
i. If Deltek determines that Customer's requested support was for an excluded item, Deltek and will bill for the time spent at Deltek's then-current services rates.
j. Deltek reserves the right to decline support requests that could be resolved by reference to the documentation.
5. Availability Commitment.
a. The Application will be available (following activation) 99.5% of the time, 24 hours per day x 7 days a week, less actual downtime for (a) scheduled maintenance performed during Deltek's planned maintenance window as Deltek may reasonably designate from time to time;(b) acts or omissions of Customer or anyone gaining access through Customer's passwords or equipment; (c) Customer's hardware and network services , which are controlled by Customer and whose performance or failure to perform can impair Customer's connections to the Internet and the transmission of data; (d) events beyond Deltek's immediate control (which includes (i) the flow of data to or from Deltek's network and other portions of the Internet (which depends on the performance of Internet services provided or controlled by third parties other Deltek's facility); (ii) a service interruption caused by a security threat until such time as the security threat has been eliminated; (iii) excusable delays (as described in the Agreement) and (iv) emergency maintenance. Deltek will notify Customer of emergency maintenance as soon as practicable but will first endeavor to remedy the emergency).
b. Availability is measured by calendar month. If Deltek fails to meet the availability commitment for three (3) consecutive calendar months, , then (or upon written notice, in the case of an excusable delay ), Customer may terminate the applicable Subscription on thirty (30) days written notice to Deltek, regardless of any term remaining on the Subscription , without liability for any cancellations fees, penalties or other damages associated with such termination. However, if Deltek fails to meet the availability commitment because of an excusable delay lasting ten business days or more, Customer may terminate the applicable Subscription immediately on written notice to Deltek. Deltek will refund any unused portion of Customer's prepaid Subscription fees. Notwithstanding the terms of the Agreement, the remedies stated in this section are Customer's sole and exclusive remedies for failure to meet this Availability commitment.
6. Customer Data Backup and Disaster Recovery.
a. Deltek will not destroy Customer Data during the Subscription period without Customer's consent.
b. Deltek will backup Customer Data on a daily basis, and will maintain at least 30 days of rotating backups.
c. Deltek maintains a master disaster recovery plan for its network operations including redundant offsite backup of Customer Data.