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Customer. Malware submitted by Customer To FireEye for analysis under ISIGHT Global Response, and other <br />information submitted by Customer to FireEye that is not unique To and/or developed by Customer (collectively <br />"Submissions") shall not be considered Confidential Information or Intellectual Property of The Customer. FireEye <br />may use the Submissions, aggregate the Submissions with submissions from other FireEye customers as well as <br />original research and analysis, and share that aggregated intelligence with Customer and with other FireEye <br />customers To enhance The services FireEye provides To its customers. FireEye will anonymize all Submissions prior <br />To distribution, and will not identify the source of any Submission without written permission in each case. <br />3. Service Levels. <br />3.1. Service Call and Subscription Support <br />FireEye maintains a service desk in orderto assist its customers with issues, trouble orgeneral questions concerning <br />use of The FireEye ISIGHT Products. Customer may initiate a service call as follows: <br />Description <br />Details <br />FireEye Service Desk <br />servicedesk@Isiahtoartners.com <br />(Primary, escalation and off hours contact <br />Service Desk Hours <br />24 x 7 <br />Service Call Response Time <br />4 hours for initial response <br />(confirmation of receipt is immediate through an <br />("Response Time Standard") <br />automated ticketing system) <br />General information regarding ISIGHT API which can <br />ISIGHT API <br />be accessed <br />othHP7//www.isightl)arinem.com/doc/al)i2.0/docs/#/ <br />Existing Clients - <br />Contact your assigned Intelligent Account Manager <br />at: <br />client -enaaaement@ilia htoartners.com <br />Other resources <br />Prospective Clients - <br />fall other Subscription Support issues) <br />Contact your assigned Sales Engineer at: <br />soles-enaineedna@isiahtpar[nems.com <br />Partners, Resellers. Referrals - <br />Contact partners program representative <br />at: padners0rDisichfirradners.com <br />FireEye will catalog and evaluate all bugs or software issues as They are reported. Such issues will be prioritized <br />based on variables such as customer impact, security impact, etc. and will be scheduled for release accordingly. <br />When applicable, FireEye will notity Customer of urgent patches or bug fixes. Support Services do not include <br />custom programming services, on -site support, or otherservices including installation of hardware or software, or <br />Training. <br />3.2. Maintenance and Updates <br />(a) When feasible and appropriate, FireEye will provide Customer prior notification about major releases at <br />least two weeks in advance via communication from FireEye representatives. <br />(b) Scheduled system maintenance will be performed during the targeted times of 01:00 - 07:00 UTC on <br />Thursdays and 12:00 - 19:00 UTC on Sundays. Prior notification will be provided in the event of any impact To <br />customer facing applications. <br />(c) Emergency maintenance notifications will be provided by FireEye as early as possible but with a goal of <br />sic (6) hours' prior notice provided. Further, FireEye will strive to minimize the impact of any maintenance on any <br />critical system during standard business hours around The globe. <br />ConfiEeMial FireEye Rev. 812016 <br />Page M <br />