Snapshot 5991
Normalized text
Scripts and page chrome removed; this is what change detection compares.
Software Maintenance and Support
This document sets forth the Software Maintenance and Support terms for CloudBolt’s Software products. CloudBolt reserves the
right, in our sole discretion, to amend these Software Maintenance and Support terms at any time and will update these Software
Maintenance and Support terms in the event of any such amendments. We will notify our customers of material changes to these
terms, at least 30 days prior to the change taking effect by posting a notice on our website or sending an email to the primary email
address specified on the applicable Order Form. Customer's continued use of the Software Maintenance and Support services after
those 30 days constitutes agreement to those revisions of these terms. For any other modifications, your continued use of the
Software Maintenance and Support services constitutes agreement to our revisions of these Software Maintenance and Support
terms.
1. Definitions
“Business Hours” or “Business Days”: means Monday Through Friday 8:00AM to 8:00PM Eastern time, exclusive of Federal US
Holidays.
“Error” means any verifiable and reproducible failure of the Software to materially conform to the Documentation.
Notwithstanding the foregoing, the term “Error” shall not include any failure of the Software to materially conform to the
Documentation that: (a) results from Customer’s misuse or improper use of the Software; (b) does not materially affect the operation
and use of the Software; (c) results from the modification or addition to the Software that is not part of the Software that CloudBolt
makes generally available; or (d) results from Customer’s failure to implement in a timely manner any Software Maintenance and
Support.
“Knowledge Base” CloudBolt’s support portal and knowledge base which is designed to provide 24x7x365 access to
comprehensive information on known issues, workarounds, tips and tricks and timely articles to assist customers in the self-
investigation and resolution of issues and queries.
“Named Contacts” means the individual(s) identified by Customer as having authority to receive Software Maintenance and
Support on behalf of Customer.
“Response Times” shall mean the time between the Customer completes and logs a support ticket with CloudBolt to request
interactive technical support and the time CloudBolt responds to such request.
“Severity” means the relative impact an Error has on the production use of the Software, as determined by CloudBolt. The following
Severity levels are applicable to all Software.
“Severity One” means Customer’s use of the Software is completely down, with no immediately available workaround. The
Software will not start or is non-functional in all respects and is negatively affecting or impairing the remote 3rd-party provisioning
of virtual instances. Severity One support requires Customer to have dedicated resources available to work on the issue on an
ongoing basis during Customer’s contractual hours.
“Severity Two” means when major functionality is severely impaired. Although operations may continue in a restricted fashion, a
Customer’s ability to use the Software has been significantly impaired, with no functional workaround possible. For example, the
Software will start, but new instances cannot be provisioned.
“Severity Three” describes a partial Software outage, affecting a non-critical aspect of the functionality. In these cases, either a
workaround exists, or the functionality impacted is not required for typical production use. For example, users are not able to
provision new instances, but administrators will be able to.
“Severity Four” involves any general usage questions, or issues related to user interface anomalies, artifacts, or rendering issues.
An example of this can include a Software user interface page looking different between two different browsers.
“Software Maintenance and Support” means the provision of Major Releases, Minor Releases and Maintenance Releases, if any,
to the Software, as well as any corresponding Documentation. Customer’s use of such Major Releases, Minor Releases and
Maintenance Releases shall be subject to the terms of the Agreement.
“Maintenance Release” means a generally available release of the Software that typically provides maintenance corrections or
fixes only, designated by CloudBolt by a change in the digit to the right of the second decimal point (e.g. Software 2.0 >> Software
2.0.1).
“Major Release” means a generally available release of the Software that contains functional enhancements or extensions,
designated by CloudBolt as a change in the digit to the left of the first decimal point (e.g. Software 2.0 >> Software 3.0).
“Minor Release” means a generally available release of the Software that introduces a limited number of new features and
functionality, designated by CloudBolt as a change in the digit to the right of the decimal point (e.g. Software 2.0>>Software 2.1).
2. Service Terms
2.1 Provision of Maintenance and Support. CloudBolt’s Software Maintenance and Support plans, access methods and
response times are described herein. CloudBolt shall provide Software Maintenance and Support for Error Severity at the Software
Maintenance and Support plan level purchased during the applicable term, subject to these terms. CloudBolt will use reasonable
efforts to respond to a request for interactive technical support within the Response Times stated in the applicable Software
Maintenance and Support Plan. Maintenance and Support shall be delivered solely to the Named Contact(s) identified by Customer.
CloudBolt is not responsible for lost data or information in the event of Errors or other malfunction of the Software or computers
on which the Software is used.
Software Maintenance and Support (Oct 2025)
2.2 Supported Releases. Software will be supported according to the following schedule: (a) a Major Release will be
supported for a period of twelve (12) months after the commercial release of the next Major Release, but no longer than 2 years
and provided always that Customer makes use of the last Minor Release and Maintenance Release of the first mentioned Major
Release; (b) a Minor Release will be supported for a period of six (6) months after the commercial release of the next Minor
Release, provided always that Customer makes use of the last Maintenance Release of the related Minor release. Non-current
Software as per the terms above will not be supported.
2.3 Proper use of Software. CloudBolt’s obligation to provide Software Maintenance and Support is contingent upon the
Customer’s proper use and application of the Software. Problems caused by any of the following situations are not included in the
Software Maintenance and Support but may be addressed separately upon request at CloudBolt’s then-current hourly rates for
professional services subject to then-current standard professional services terms and conditions:
a. accident; unusual physical, electrical or electromagnetic stress; neglect; misuse; failure of electric power, air conditioning
or humidity control; failure of rotation media not furnished by CloudBolt; operation of the Software with other media
not in accordance with CloudBolt specifications; or causes other than ordinary use;
b. improper installation by Customer or use of the Software that deviates from any operating procedures as specified in the
Documentation;
c. actual or attempted modification, alteration or addition to the Software undertaken by Customer or any third party;
d. the use of third-party software or hardware not specified in the Documentation;
e. the failure of Customer to install and implement Software Maintenance;
f. any customized deliverables created by CloudBolt for Customer as part of consulting services;
g. installing and/or operating the Software in non-supported environments or versions of operating systems, utilities and
databases; or
h. any technical issue unrelated to an Error.
2.4 Change in Services. CloudBolt may change or discontinue the scope of Software Maintenance and Support at any time
without notice. CloudBolt will provide notification of discontinuance either directly to Customer or through an announcement
posted on the CloudBolt website, at least 180 days in advance. CloudBolt will continue to provide Software Maintenance and
Support during the 180 days or for the remainder of the then current term for which Software Maintenance and Support has been
purchased, whichever is longer.
2.5 Open Source Software. Maintenance and Support is not provided for Open Source Software.
3. Customer Responsibilities. CloudBolt’s obligations regarding Software Maintenance and Support are subject to the
following:
3.1 Customer agrees to receive from CloudBolt communications via e--mail, telephone, and other formats, regarding renewals,
quotes, and other topics relating to Software Maintenance and Support (such as communications concerning an Error or other
technical issues and the availability of new releases). Customer’s Named Contacts shall cooperate to enable CloudBolt to
deliver the Software Maintenance and Support;
3.2 Customer will ensure that all Named Contact(s) have a reasonable understanding of the Software and the system that it is
operating on and shall be fully aware of Customer’s obligations regarding Confidential Information. Customer is solely
responsible for the use of the Software by its personnel and shall properly train its personnel in the use and application of the
Software;
3.3 Customer shall promptly report to CloudBolt all Errors with the Software, and shall implement any corrective procedures
provided by CloudBolt reasonably promptly after receipt; and
3.4 Customer is solely responsible for protecting and backing up the data and information stored on the computers on which the
Software is used and should confirm that such data and information is protected and backed up before contacting CloudBolt.
Customer shall be solely responsible for any and all restoration and reconstruction of lost or altered files, data, or programs.
Customer will maintain and implement a complete data backup and disaster recovery plan. Customer shall be solely
responsible for any and all security of its confidential, proprietary and/or classified information.
4. Termination. CloudBolt may suspend performance of Software Maintenance and Support if Customer fails to fulfill
its responsibilities in Section 3 above. CloudBolt may terminate Software Maintenance and Support such failure continues for thirty
(30) days after CloudBolt ‘s written notice of such failure. CloudBolt may terminate Software Maintenance and Support at any
time if it is discovered that Customer is currently in breach of the Agreement.
Software Maintenance and Support (Oct 2025)
5. Software Maintenance and Support Plans, Response Times and Resolution Process.
5.1 General Access. All customers shall (a) receive access to CloudBolt University, CloudBolt’s Knowledge Base and
CloudBolt’s Online Community Support, (b) be permitted to submit unlimited support cases (through Named Contacts only), and
(c) be allowed to have up to four (4) Named Contacts.
5.2 Software Maintenance and Support Plans. CloudBolt’s Advanced and Premium Software Maintenance and Support plans
include the following:
Advanced Premium
Support Hours* 24x7 24x7
Onsite 1-day Workshops None One
Customer Support Manager Included Included
Roadmap Influence** Next/Later Now/Next
Technical Account Manager – Professional Up to 18 hours Up to 36 hours
Services***
Response Prioritization Elevated Priority Highest Priority
Number of Named Contacts**** Up to Six (6) Up to Eight (8)
Up to 15 hours Up to 40 hours
Engineering Hours – Professional
Services***
* Excludes Weekends and Federal US Holidays
** Start implementation within: Now – 3 months, Next – 8 months, Later – 18 months
***All Professional Services are provided pursuant to CloudBolt’s standard Professional Services Agreement located at
www.cloudbolt.io/legal/ unless the parties have a signed Professional Services Agreement in place.
****Online and Email support access for Named Contacts only.
5.3 Initial Response
After Customer creates a support case, CloudBolt will use commercially reasonable efforts to respond to Customer within the target
response time indicated below for the corresponding severity level and Software Maintenance and Support plan.
Severity Advanced Premium
1 1 hour 30 minutes
2 2 hours 1 hour
3 4 hours 2 hours
4 8 hours 8 hours
5.4 Resolution Process
CloudBolt will address and resolve issues that are within the control of CloudBolt based on the resolution process indicated below
for the corresponding severity level and Software Maintenance and Support plans.
Advanced Premium
Severity Notification of Updates Escalation to Final Resolution
Resolution CloudBolt
Target Management
1 Investigate the issue Within 4 hours Every If the issue is If temporary
& work continuously after confirmation hour not resolved workaround works and
until the error is the issue is within within 8 hours permanent code change
fixed or a temporary CloudBolt control after is required, a dedicated
workaround is confirmation the sustaining engineer will
implemented. issue is within be assigned to work on
CloudBolt a software fix. A
control software fix in a form
of a patch will be
Software Maintenance and Support (Oct 2025)
delivered based on level
of effort for the fix.
2 Investigate the issue Within 48 hours Every 4 If the issue is If temporary
& work during after confirmation hours not resolved workaround works and
standard Business the issue is within within 3 permanent code change
Hours until the error CloudBolt control business days is required, a dedicated
is fixed or a after sustaining engineer will
temporary confirmation the be assigned to work on
workaround is issue is within a software fix. A
implemented. CloudBolt software fix in a form
control of a patch will be
delivered based on level
of effort for the fix.
3 Investigate the issue Within 4 days Every day If the issue is If temporary
& work during after confirmation not resolved workaround works and
standard Business the issue is within within 5 permanent code change
Hours. Typically CloudBolt control business days is required, a dedicated
fixed in next release. after sustaining engineer will
confirmation the be assigned to work on
issue is within a software fix. A
CloudBolt software fix in a form
control of a patch will be
delivered with the next
product/version release.
4 Does not require Within 7 days Every day As agreed by N/A
immediate response after confirmation the parties
and is typically a the issue is within
documentation or CloudBolt control
configuration
question.
Temporary resolution and workaround will be measured from the time our support engineers have access to Customer’s relevant
third party engineers and the CloudBolt platform. Our response times will be extended by the time in excess of fifteen minutes
while the Customer provides the following: (a) access to Customer’s CloudBolt environment to our support engineers within fifteen
minutes (15 mins) of our initial receipt of the support request; and (b) availability and access to the relevant third party engineers
within fifteen minutes (15 mins) of our initial receipt of the support request.
5.5 Support Access Methods
a. Email. Support requests may be sent to support@cloudbolt.io. If submitting an issue via this method, Customer
must include the observed Severity Level in the email subject (e.g. “Subject: Severity 1 Application will not start”)
b. Web. The CloudBolt self-service support portal is accessible under the “Support” section on CloudBolt’s
Support Home page https://support.cloudbolt.io/. In the self-service portal, Customer can self-select the observed Severity Levels.
Although any user of Customer can submit a ticket via the Self-Service portal, only Named Contacts will receive a response. To
enter the Self-Service Portal, Customer will need a user ID and password.
Software Maintenance and Support (Oct 2025)