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(e) Special Services. FireEye agrees to use commercially reasonable efforts to respond to any requests by <br />Customer for support services not specifically provided for above. Customer acknowledges that all such <br />services provided by FireEye shall be at FireEye's discretion and then -current fees and policies. <br />3. CUSTOMER RESPONSIBILITIES. <br />3.1 Requestinq Support Services. When requesting Support Services from FireEye under this Agreement, <br />Customer should have the following information available to provide to FireEye, if requested: (i) detailed problem <br />description, including operating system ("OS") version, Product model and serial number(s), of the affected <br />Product, and a detailed description of the troubleshooting that has already been done to try to resolve the <br />problem; (ii) detailed system log files; (iii) configuration and login details to allow FireEye access as needed to the <br />Products via the Internet for the purpose of providing support services and permissions needed in order for FireEye <br />to conduct such remote access, (iv) a detailed description of changes to the environment; and (v) Customer's <br />unique ID, Account ID, the serial number(s) of the Product(s) covered by this Agreement or other unique customer <br />identifier as assigned to Customer by FireEye. Customer acknowledges and agrees that failure to have any or <br />all information or access available as needed by FireEye in order to provide the Support Services may result in <br />delays in FireEye's response, may hinder FireEye's ability to perform the Support Services and/or may cause <br />incorrect Support Program fulfillment. FireEye will not be responsible for any such delays and inability to perform <br />due to causes not due to FireEye. <br />3.2 Customer Assistance. Customer agrees to: (i) ensure that their site complies with any and all applicable <br />FireEye published system environmental specifications; (ii) follow FireEye's procedures when requesting Support <br />Services; (iii) provide FireEye reasonable access to all necessary personnel to answer questions or resolve <br />problems reported by Customer regarding the Products; (iv) promptly implement all Updates and error <br />corrections provided by FireEye under this Agreement; (v) maintain FireEye supported versions of required third <br />party software, if any; and (v) notify FireEye promptly of any relocation of the Products from the location to which <br />the Products were originally shipped. Customer agrees to use reasonable efforts to resolve internally any support <br />questions prior to requesting Support Services pursuant to this Agreement. During the Support Term, FireEye may <br />obtain information regarding Customer's email communication and Customer agrees that, as a condition to <br />FireEye's provision of Support Services, FireEye may use statistical data generated regarding Customer's email <br />correspondence with customer support so long as the source or content of the emails is not being disclosed. <br />3.3 Contact People. Customer shall appoint the specified number of individuals (depending upon the <br />Support Program purchased) within Customer's organization to serve as contacts between Customer and FireEye <br />and to receive support through FireEye's telephone support center. Customer's contacts shall have been <br />adequately trained on the Products and shall have sufficient technical expertise, training and experience. All of <br />Customer's support inquiries shall be initiated through these contacts. <br />4. EXCLUSIONS. Notwithstanding anything else contained in this Agreement to the contrary, FireEye shall <br />have no obligation or responsibility to provide any Support Services relating to problems arising out of or related <br />to (i) Customer's failure to implement all Updates to the Product which are made available to Customer under <br />this Agreement; (ii) the failure to provide a suitable installation environment, (iii) any alteration, modification, <br />enhancement or addition to the Products performed by parties other than FireEye; (iv) use of the Products in a <br />manner, or for a purpose, for which they were not designed; (v) accident, abuse, neglect, unauthorized repair, <br />inadequate maintenance or misuse of the Products; or relocation of the Products (including without limitation <br />damage caused by use of other than FireEye shipping containers), (vi) operation of the Products outside of <br />environmental specifications; (vii) interconnection of the Products with other products not supplied by FireEye; <br />(viii) use of the Products on any systems other than the specified hardware platform for such Products; or (ix) <br />introduction of data into any database used by the Products by any means other than the use of the software <br />associated with the Products. Notwithstanding anything else contained in this Agreement to the contrary, FireEye <br />will support all generally available ("GA") versions of the FireEye OS, for a minimum of one (1) year from GA release <br />date, regardless of the number of supported OS GA versions. FireEye will also support the two (2) most current <br />OS GA versions, regardless of the elapsed time from GA release date. If available, and at FireEye's sole discretion, <br />support for any other OS versions or for other problems not covered under this Agreement may be obtained at <br />FireEye's then -current fees and policies for such services. FireEye's complete end of life policy can be found at <br />http://www.fireeye.com/support/supported-products.html <br />LAPSED SUPPORT AND UPGRADED SUPPORT. <br />Confidential FireEye Rev. 8/2016 <br />Page 42 <br />