Support & Maintenance Terms


1. DEFINITIONS.

  • "Provider" means Good Technology, or its affiliate, or the applicable authorized carrier or reseller.
  • "Major Release" as used herein means a release of Good for Enterprise designated by Good as a major version release with material enhancements and/or additional features, typically designated either (i) as a change in version number to the left of the decimal and/or (ii) a release of a newly supported handset platform operating system or data source.
  • "Add-On Products" as used herein means software modules or services provided by Good or its partner with functionality and features that are supplemental or additional to core GFE functionality and may be enabled or disabled or held back without delivery by Good without disrupting a Customer's use of GFE/GFG functionality.
  • "Supplements" as used herein means all patches, bug fixes, and minor upgrades (releases without enhancements or new features) of GFE which Good makes generally available, typically designated as a change in version number to the right of the decimal place.
  • "Customer" means an enterprise or government organization that is a licensee for Good for Enterprise ("GFE") or Good for Government ("GFG").
  • "Eligible Customer" means a Customer who is current on support and maintenance payments to Good for the entire duration of time for which Customer has had each license.
  • "Ineligible Customer" means a Customer who is not current on support and maintenance payments to Good for the entire duration of time for which Customer has had each license. An Ineligible Customer may become an Eligible Customer with Good's written confirmation that such Customer has either satisfied its payment obligations in arrears for licenses previously purchased OR purchased new licenses at the then current license rates.

2. SECURE TRANSPORT SERVICES.

Good will use commercially reasonable efforts to make the data processing and electronic communication performed by Good's network operation center with Customer's server across a wired network and with supported handheld devices wirelessly available to Customer at least 99.50% of the time, excluding excusable downtime (e.g., scheduled maintenance or causes beyond Good's reasonable control).

3. BASIC (BUSINESS HOUR) SUPPORT (EXISTING VERSIONS).

    3.1 Coverage. Provider will use commercially reasonable efforts to provide Eligible Customers with the following forms of support, which shall be provided solely in English:

    • Online Support Portal providing world wide web access to log support requests, to access Good's online knowledge base of technical information and to access Good's electronic provisioning during business hours applicable to Customer's time zone
    • Email support during regular business hours;
    • Telephone Support during regular business hours;
    • Technical updates containing technical bulletins and bug reports as they are made available;
    • to assist Eligible Customers in the installation and implementation of GFE and/or GFG and to provide assistance concerning the identification, diagnosis, and correction of any failure of GFE and/or GFG to substantially conform to the specifications set forth in Good's applicable documentation (an "Error"). Support will be provided by Provider only to the Eligible Customer designated contacts, as designated pursuant to an email notice to customercare@good.com ("Designated Contacts"). At least one Designated Contact will be identified who can be reached 24x7. An Eligible Customer may change the identity of any Designated Contact upon email notice to Provider sent to customercare@good.com, provided that at no time will the number of Designated Contacts exceed two (unless optional levels of support are procured - see below). Each Customer will be responsible for providing technical support directly to its users.

    3.2 Error Correction. Good will use commercially reasonable efforts to correct any material Errors identified by Eligible Customers in accordance with the priority level reasonably assigned to such Error by Good. Priority levels may vary at Good's reasonable discretion by device and carrier. Customers will notify Provider promptly of any suspected Error and will provide sufficient detail to allow Provider to reproduce the Error on its systems. Provider may perform remote diagnostics to determine the existence and nature of an Error, subject to the Customer's reasonable security policies. Provider is not required to provide Customers any support, maintenance, or other services that are not expressly provided for in these Support and Maintenance Terms or the License. Good and Customers may agree on additional support services and compensation, but only in writing. Good shall also have the right but never the obligation to provide Error corrections and Supplements to Ineligible Customers, in Good's sole discretion.

    3.3 Exclusions: Provider will have no obligation of any kind to provide support services for problems in the operation or performance of GFE/GFG caused by any of the following (each a "Customer-Generated Error"): (i) non Good software or hardware products or carrier network and setup issues; (ii) alteration, damage, or modification to GFE/GFG not made or authorized by Good; (iii) problems caused by Customer's or its end users negligence, abuse or misapplication, including attempting to use mobile devices, whether certified by good or not, with modified versions of hardware and/or operating system software not provided by the manufacturer (i.e. "jailbroken", "rooted" or equivalent devices) (iv) Customer's use of GFE/GFG other than as permitted by the License, by law or as provided in the Documentation, or (v) failure to timely install Supplements. If Good determines that it is necessary to perform support services for a problem caused by a Customer-Generated Error, then Good will so advise Customer as soon as reasonably possible and Good will have the right to: (a) decline to provide such services; or (b) by agreement with Customer use reasonable efforts to perform such services and invoice Customer at Good's then current standard time and materials rates for such services.

    3.4 Backward Compatibility: Good has no obligation to support, host or maintain more than two Major Versions of GFE/GFG (current and previous) at any time. Moreover, within any Major Version, Good may require the installation and deployment of the appropriate Supplements as a condition to its support obligations. Ineligible Customers on unsupported Major Versions are at their own risk in any continued use of such versions and must become Eligible Customers to receive any currently supported Major Versions.

4. MAINTENANCE (RECEIPT OF FUTURE VERSIONS).

    4.1 Eligible Customers: Good will make all Major Versions and related documentation available to Eligible Customers for no additional fee when they are generally made available to Good's other direct Eligible Customers receiving basic support and maintenance services. Good is not required to provide new functionality or new software products, however. Add-On Products associated with a GFE/GFG Major Version release may be excluded or disabled in Good's sole discretion subject to the payment of additional license and/or support fees.

    4.2 Ineligible Customers: Good shall have the right but never the obligation to provide Major Versions and Supplements to Ineligible Customers, in Good's sole discretion. In most cases, Ineligible Customers will be required to restore their good standing on support payments. Ineligible Customers on unsupported Major Versions are at their own risk in any continued use of such versions and must become Eligible Customers to receive any currently supported Major Versions.

5. CUSTOMER'S OBLIGATIONS.

Good will have no liability for any changes in Customer's hardware, software, or other systems which may be necessary to use GFE/GFE due to the installation of a Supplement. Customer will cooperate with Good from time to time as reasonably requested by Good in connection with the provision of support services, including promptly providing Good with reasonable remote access to Customer's servers and software to the extent necessary to provide the services and always subject to Customer's reasonable security policies.

6. OPTIONAL/EXTENDED SUPPORT. (Note: not available for all countries/carriers.)

Good will provide Eligible Customers basic support after any expiration of its initial support obligations or that level of additional technical support consisting of one of the following annual plans (see table below for feature comparison -- Good may modify optional plan features from time to time on a prospective basis):

Extended 24X7 Plan for Good for Enterprise / Server and Client
Includes all of the services described above as well as:

  • 4 Designated Contacts - Customer can designate 2 additional individuals who can contact Good for support.
  • 24 x 7 Support - Live phone and email support and web-based self-service is available from Good 24 hours a day, 7 days a week.
  • Upgrade Notification - Notification of availability of software upgrades and service releases.

Extended Plus Plan for Good for Enterprise / Server and Client
Includes all of the services in the Extended 24/7 Plan as well as:

  • 6 Designated Contacts - Customers can designate 2 additional individuals (for a total of six) who can contact Good for support.
  • Proactive Monitoring - Proactive notification by Good of instances when the server disconnects from the network operation center.
  • Priority Queuing - Priority status when calling for telephone support.

Premium Plan for Good for Enterprise Server and Client
Includes all of the services described for the Extended Plus Plan as well as:

  • 8 Designated Contacts - Customer can designate 2 additional individuals (for a total of eight) who can contact Good for support.
  • Designated Technical Account Manager - A single point of contact for regular ongoing communication and resolution of any outstanding issues.
  • New Release Previews - Early access to new releases via electronic download site.
Feature Basic Extended Extended Plus Premium
Product Release Preview No No No Yes
Designated Technical Acct Mgmt No No No Yes
Server Monitoring No No Yes Yes
Priority queuing No No Yes Yes
Upgrade Notification No Yes Yes Yes
Designated Contacts 2 4 6 8
Availability Bus Hrs 24 x 7 24 x 7 24 x 7
Contact Methods Email, web, phone Email, web, phone Email, web, phone Email, web, phone

Priority Definitions

Incident Priority Priority Definition
Priority 1
Critical Service Affecting
In the event any or all of the following occur and no workaround is immediately available:
  • Parties have agreed that the problem is Critical
  • The Good server is not functioning according to the Specifications such that no data (email and PIM) is being delivered to ANY connected clients
  • Good Server Software is unavailable for downloading
  • Server Security is breached
Priority 2
Major Service Affecting
In the event any of the following occur and no workaround is immediately available:
  • Parties have agreed that problem is Major
  • The Good server is not functioning according to the Specifications such that data is being delivered to ALL connected clients with significant delays (> 60 minutes). (Note however that this excludes any elements external to the Good system including but not limited to the performance of the customers mail server, the performance of the mobile network, and the Internet).
  • Good Administration Tools are not accessible by anyone at the customer site
  • Not able to access any accounts using Administration Tools
Priority 3
Client Affecting
In the event any or all of the following occur:
  • Supported client not functioning according to the Specifications such that data is not being synched
  • Client is unavailable for download
  • Client Security is breached
Priority 4
Minor Service Affecting
  • Parties have agreed that problem is Minor
  • Problem with Good server or client or associated software that is inconvenient but can be worked around with minor disruption to the customer activity
  • Workaround generally available
Priority 5
Non Service Affecting
No limitation to functionality of Software, Developed Software, Deliverables or one or more Services, e.g. faulty documentation etc.

Incident Response\Resolution\Solution Times

Premium Support (24x7)
Incident Priority Incident Resp Time Incident Resolution Time Permanent Solution Time* Update Freq** Conf Level (%)***
Priority 1 30 mins Resolution or Workaround made available within 6 hours Permanent Solution made available within 3 weeks 2 hours 95%
Priority 2 60 mins Resolution or Workaround made available within 12 hours Permanent Solution made available within 6 weeks 4 hours 95%
Priority 3 60 Mins Resolution or Workaround made available within 9 Bus Days Permanent Solution made within next available Patch, Service Pack or Build 3 Bus Days 90%
Priority 4 1 Day Resolution or Workaround made available within 15 Bus Days Permanent Solution made within the timeframe of next available Service Pack 5 Bus Days 90%
Priority 5 5 Days Resolution or Workaround made available within 70 calendar days N/A N/A N/A

* Permanent Solution:
A Permanent Solution is applicable where no immediate Resolution or workaround can be found.
A Permanent Solution may take the form of a Patch, Service Pack or Build.
In the case of Service Packs or Builds, the permanent solutions of P3/P4 issues are subject to a natural cut-off period to allow for the fact that the development process concludes in advance of the commercial release date. Unlike P1 /P2issues, the uppermost resolution date of P3/P4 issues is fixed to a particular software release rather than a number of weeks. This cut-off means that if a P3 or P4 issue is submitted after this point then their resolution timeframe will move to the subsequent release. Note that this is a worst case since the Engineering Team will be working to resolve these issues in advance of this period. The cut-off period will be 4 weeks prior to the commercial release.
** Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
>***The confidence level applies to the Permanent Solution over a whole year period and starts from the Commencement Date

Extended Plus (24x7) & Extended (24x7)
Incident Priority Incident Resp Time Incident Resolution Time Permanent Solution Time* Update Freq** Conf Level (%)***
Priority 1 60 mins Resolution or Workaround made available within 24 hours. Permanent Solution made available within 6 weeks. 8 hours 90%
Priority 2 90 mins Resolution or Workaround made available within 1 Bus Day Permanent Solution made within next available Patch, Service Pack or Build 12 hours 90%
Priority 3 2 hrs Resolution or Workaround made available within 15 Bus Days Permanent Solution made within next available Patch, Service Pack or Build 3 Bus Days 90%
Priority 4 1 Day Resolution or Workaround made available within 60 Bus Days Permanent Solution made within timeframe of next available Service Pack 5 Business Days 90
Priority 5 5 Days Resolution or Workaround made available within 70 calendar days N/A N/A N/A

* Permanent Solution:
A Permanent Solution is applicable where no immediate Resolution or workaround can be found.
A Permanent Solution may take the form of a Patch, Service Pack or Build.
In the case of Service Packs or Builds, the permanent solution of non P1 issues are subject to a natural cut-off period to allow for the fact that the development process concludes in advance of the commercial release date. Unlike P1 issues, the uppermost resolution date of non P1 issues is fixed to a particular software release rather than a number of weeks. This cut-off means that if a non P1 issue is submitted after this point then their resolution timeframe will move to the subsequent release. Note that this is a worst case since the Engineering Team will be working to resolve these issues in advance of this period. The cut-off period will be 4 weeks prior to the commercial release.
** Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
** The confidence level applies to the Permanent Solution resolved over a whole year period and starts from the Commencement Date


Basic (Business Hours only)
Incident Priority Incident Resp Time Incident Resolution Time Permanent Solution Time* Update Freq** Conf Level (%)***
Priority 1 60 mins (Bus hrs) Resolution or Workaround made available within 1 Bus Day Permanent Solution made within next available Patch, Service Pack or Build 1 Bus Day N/A
Priority 2 0.5 Bus Days Resolution or Workaround made available within 2 Bus Days. Permanent Solution made within next available Patch, Service Pack or Build 3 Bus Days N/A
Priority 3 1 Bus Day Resolution or Workaround made available within 15 Bus Days Permanent Solution made within next available Patch, Service Pack or Build 3 Bus Days N/A
Priority 4 1 Bus Day Resolution or Workaround made available within 60 Bus Days Permanent Solution made within timeframe of next available Service Pack N/A N/A
Priority 5 5 Bus Days N/A N/A N/A N/A

* Update Frequency:
Update Frequency is applicable up to the Incident Resolution Time
** Confidence Level not available for Basic support, commercially reasonable efforts basis to resolve issues within stated timeframes

NOTES:

  1. Customer configuration issues are not covered by the Priority Definitions and Response\Resolution\Solution Times listed above. Reasonable efforts will be made by Good Technology to assist the Customer and highlight any configurations issues
  2. Priority definitions will be mutually agreed between the Customer and Good Technology
  3. The target times stated for Response, Resolution and Solution are applicable when the issue resides with Good Technology, i.e. issue has been logged, verified and validated and Good Technology are not waiting for further information from the Customer

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