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Extend IT teams with certified OpenText application experts
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Last Updated: November 2024
THIS DATA SERVICES AGREEMENT (“DSA”), TOGETHER WITH ANY APPLICABLE ORDER (COLLECTIVELY, THE “AGREEMENT”) CONTAINS THE TERMS GOVERNING OPENTEXT™ THREAT INTELLIGENCE.
IF AN INDIVIDUAL IS DOWNLOADING, INSTALLING, OR CONFIGURING OPENTEXT™ THREAT INTELLIGENCE ON BEHALF OF PARTNER, SUCH INDIVIDUAL REPRESENTS AND WARRANTS THAT HE OR SHE IS AT LEAST 18 YEARS OLD AND HAS THE FULL RIGHT, POWER, AND AUTHORITY TO ENTER INTO THE AGREEMENT ON BEHALF OF PARTNER, THAT THE AGREEMENT HAS BEEN AUTHORIZED BY PARTNER, AND THAT THE AGREEMENT WILL CONSTITUTE THE LEGAL, VALID, AND BINDING OBLIGATION OF PARTNER, ENFORCEABLE AGAINST PARTNER IN ACCORDANCE WITH ITS TERMS.
THE AGREEMENT IS EFFECTIVE ON THE EFFECTIVE DATE OF THE INITIAL ORDER. BY ENTERING INTO AN ORDER OR BY OTHERWISE MANIFESTING ASSENT TO THE TERMS AND CONDITIONS OF THE AGREEMENT, PARTNER ACKNOWLEDGES THAT IT HAS READ THE AGREEMENT, UNDERSTANDS IT, AND AGREES TO BE BOUND BY IT. IF PARTNER DOES NOT AGREE, PARTNER IS NOT AUTHORIZED TO USE OPENTEXT™ THREAT INTELLIGENCE FOR ANY PURPOSE.
1. Definitions.
For purposes of this Exhibit A, the following terms have the meanings set forth below. All capitalized terms not otherwise defined in this Exhibit A have the respective meanings given to them in the body of the Agreement.
(a) “Issue” means any reproducible failure of the SDK to operate in all material respects in accordance with the Documentation.
(b) “Issue Category” means one or more of the following:
Issue Category | Description |
---|---|
Critical | Total service failure (e.g., unavailability of management system, significant impact on operations). |
Major | Significant reduction experienced in system performance or unavailability of specific business critical functions. |
Medium | Failure of one or more system functions making use of the systems difficult (e.g., service still running and operational, but not to full capacity). |
Low | A problem which is outside of the expected operation of the service but causes only minor inconvenience to the user, requests for information, service requests, or requests for enhancements. |
(c) “Normal Working Hours” means Monday through Friday (excluding Company’s holidays) from 8:00AM to 5:00PM Mountain Time for the U.S. and from 10:00AM to 7:00PM JST for Japan.
(d) “Out-of-Scope Support Services” means any of the following: (i) Tier 1 Support or Tier 2 Support; and (ii) any Issues, errors, problems, or bugs associated with or determined by Company to result from the Partner Product.
(e) “Partner Support Employees” means up to two of Partner’s Representatives designated in writing to Company who may contact Company for the purpose of obtaining support from Company in a manner consistent with this Exhibit A.
(f) “Tier 1 Support” means the identification, diagnosis, and correction of Issues raised by End Users or Channel Partners through the provision of the following support services by help desk technicians sufficiently qualified and experienced to identify and resolve such Issues: (i) telephone/e-mail/chat assistance; (ii) remote services; and (iii) access to technical information on Partner’s website for proper use of Integrated Product.
(g) “Tier 2 Support” means support service regarding the SDK that, due to its technical nature, cannot reasonably be provided by Tier 1 Support, which service consists of the identification of whether an Issue is a problem, error, or bug contained within the Local Database or provided through API calls, and if so, timely escalation of support inquiries to Tier 3 Support.
(h) “Tier 3 Support” means assessing and, if commercially reasonable, resolving, code-level issues caused by the SDK that cannot be prevented, diagnosed, or corrected by Tier 1 Support or Tier 2 Support and are not related to the Partner Product.
2. Support Services.
(a) Overview. Company will use commercially reasonable efforts to provide Tier 3 Support to Partner during Normal Working Hours through the Subscription Term. Partner (not Company) will provide all Tier 1 Support and Tier 2 Support to End Users and Channel Partners and Company will not interact or communicate with End Users or Channel Partners. Company will not provide Out-of-Scope Support Services.
(b) Escalation Process. Partner Support Employees may submit queries on Tier 3 Support Issues to Company via email or telephone as set forth below using a Company provided template. Company is only required to respond to Partner Support Employees. Partner Support Employees must raise queries through the following mechanisms:
Logging Method | Logging Mechanism | Support Cover |
---|---|---|
brightcloud-support@opentext.com | 24/7* for Tier 3 Support Issue Categories | |
Telephone | USA: 1-866-254-8400 Japan: 0120-633-601 (Japan Toll-Free) and (03)-4588-6561(Japan Long Distance | 24/7 for Critical and Major Tier 3 Support Issue Categories Normal Working Hours for Medium and Low Tier 3 Support Issue Categories |
Emails will be logged 24/7 but Company’s responses will be only during Normal Working Hours.
(c) Response Times. Company will use commercially reasonable efforts to respond to Tier 3 Support Issues within the following timeframes. Company will use commercially reasonable efforts to respond to Critical Tier 3 Support Issues reported to Company outside of Normal Working Hours. Company’s compliance with the response times below is conditioned on Partner providing Company with immediate notice of all Tier 3 Support Issues and supporting documentation thereto, direct access to any code or functionality within Integrated Product that could be causing the Tier 3 Support Issue, and remote access, if necessary, to any of Partner’s systems necessary for Company to perform the Tier 3 Support.
Category | Support Cover | Target Response Time |
---|---|---|
Critical | 24/7 | < 2 Hours |
Major | 24/7 | < 3 Hours |
Medium | Normal Working Hours | < 8 Normal Working Hours |
Low | Normal Working Hours | < 24 Normal Working Hours |
3. Company Support for Integrated Product Development. Company will create and deploy patches, fixes, updates, and upgrades to the SDK at no additional cost or charge to Partner, except that Company’s obligation to provide support for the SDK ceases once Partner begins modifying the SDK.
4. Data Classification and Accuracy Support. Partner shall make all requests for changes to Classifications pursuant to this Section 4 of Exhibit A and agrees that such requests are not Issues. Partner understands that Company will only make such changes if its Classifications are inaccurate.
(a) Preferred Change Request Vehicle: DbChange System. Partner will utilize Company’s DbChange system (“DbChange”) as the primary mechanism for making change requests associated with the accuracy of Classifications.
(b) System Location and Branding. DbChange provides access to all OpenText™ Threat Intelligence Tools including URL/IP Lookup, URL Categorization, or IP Reputation or Web Reputation Change Requests at: The specific URL may be updated from time to time at Company’s sole discretion. At Company’s option following Partner’s request, Company will provide Partner with certain website source code to allow Partner to rebrand and host the site.
(c) Information Requirements. The originator of any change request being entered into DbChange must provide the following: (i) a URL or IP address, (ii) one or more recommended categories or reputation index recommendations, (iii) the requestor’s email address, and (iv) any comments or “integration” data that may be required (e.g., actual partner firewall or specific software / device in use).
(d) Response time. DbChange will deliver an automated email response upon receipt of a change request (assuming a valid email address is provided in the change request), notifying the originator that the request has been received into the Partner’s processing queue.
(e) Tracking and Resolution. Requests are tracked in an internal DbChange database. Submitted requests are reviewed by Company’s staff, and as necessary an update to the database is made and the request disposition is marked in the database (Change Made, No Change Made, Format Error, etc.). The originator is (optionally) emailed with a response indicating the disposition of the request. Requests are typically processed within 24 to 48 hours, depending on various factors.
(f) Alternative Methods for Making Data Classification and Accuracy Requests
(g) FAQ and Category Descriptions. Partner agrees to publish links containing FAQ and category descriptions that document and describe categories, with examples for each.