LEGAL INFORMATION

Enterprise Support—Service Level Agreement

Acceptance

Effective Date: October 2, 2012

Scope

  1. This Service Level Agreement ("SLA") is a policy governing the use of the Wolfram Software Application ("the Software") under the terms of the Wolfram Software License Agreement (as defined below) between Wolfram Research, Inc., represented by the Wolfram Technology Group department ("WRI", "WTG", "us", "we"), and users of the Software ("you").
  2. This SLA applies separately to each Software License Agreement.
  3. Unless otherwise provided herein, this SLA is subject to the terms of the Software License Agreement. We reserve the right to change the terms of this SLA at any time and without notice.

Definitions

  1. "Software License Agreement" and "Software License" refer to any license agreements between WRI and you that govern your use of this Software.
  2. The "Wolfram Enterprise Support Team" ("WST") is the team within the WTG responsible for handling all support matters related to the Software.
  3. "Wolfram Enterprise Support" ("WES") is any form of contact, advice, suggestion, knowledge, or information provided to you by the WST. WES includes telephone and email support only--onsite support is specifically excluded from WES and requires a separate agreement.
  4. "Customer Service Business Hours" are Monday-Friday, 8am–5pm US Central Time, excluding holidays or other business closures.
  5. "Technical Support Business Hours" are Monday-Thursday, 8am–7pm US Central Time, and Friday, 8:30am–5pm US Central Time, excluding holidays or other business closures.
  6. A "Purchaser" is the person who has purchased a Software License.
  7. "Enterprise Support Contacts" ("ESCs") are Software users who are eligible for WES.
  8. "Administrative ESCs" are ESCs who may add and update all ESCs under a given Software License.
  9. "Regular ESCs" are Non-Administrative ESCs.
  10. "Unavailable" means that your Software installation has failed for a period not less than five minutes.
  11. "Production Systems" are the Purchaser's essential business systems that have been registered with Customer Service by email or telephone. "Non-Production Systems" are all other systems.
  12. "Issues" are either questions on existing documented Software functionality, but only to the extent that the answers to your questions are not available in the Software documentation, or reports of Software behavior that contradict the Software documentation.
  13. "Advisory Issues" are issues in which you have merely requested information from the WST.
  14. "Important Issues" are medium-priority issues in which your Non-Production System is Unavailable.
  15. "Urgent Issues" are issues in which:
    1. your Production System has become Unavailable,
    2. the Unavailability is causing a substantial business impact, and
    3. you are able to work around the Unavailability.
  16. "Critical Issues" are issues in which:
    1. your Production System has become Unavailable,
    2. the Unavailability is causing a substantial business impact, and
    3. you are not able to work around the Unavailability.
  17. "Portal" refers to the Wolfram User Portal.

Eligibility

  1. Your eligibility for WES is predicated upon:
    1. your paid-in-full purchase of a Software License,
    2. your valid Enterprise Support Services license, and
    3. your status as an Enterprise Support Contact.
  2. Licensees are eligible to receive WES for one year starting from the date of purchase; however, Support for Urgent and Critical Issues is not available until eight Customer Service Business Hours after the Production System to which the Urgent or Critical Issue relates is registered with Customer Service.

Your Responsibilities

  1. For Non-Critical Issues, you will consult the Software Documentation and the Wolfram Knowledge Base prior to contacting the WST.
  2. You will consult the FAQ prior to contacting the WST.
  3. You will follow all of our Procedures and requests for information or action.
  4. Failure to meet any of your responsibilities may result in de-prioritization of your issue at our sole discretion.

SLA Exclusions

  1. The Service Commitment does not apply to any unavailability, suspension, or termination of Software, or any other Software performance issues:
    1. that are caused by factors outside of our reasonable control, including any force majeure event or internet access or related problems beyond the demarcation point of WRI;
    2. that result from any prohibited, negligent, or omitted actions of you or any third party;
    3. that result from your equipment, software, or other technology and/or third party equipment, software, or other technology (excluding third-party equipment within our direct control); or
    4. that arise from our suspension or termination of your right to use the Software in accordance with the Software License. If availability is affected by factors other than those explicitly enumerated in this agreement, we may withdraw WES considering such factors at our sole discretion.