Scope of Support Services

What is included in the Support Services?

If Customer is current on its payment for its Support Services, BDB shall provide Customer with Support Services consisting of the following:

• Web-based submissions of Incidents (as defined below) submitted by up to the number of designated Contacts (as defined below) as specified on the Support Policy.

• Major Releases and Minor Releases (as defined below) of the Software.

• BDB Platform online training can be accessed from the BDB website.

• An online knowledge base of information and solutions that supplements the documentation and provides up-to-date information on the Software.

• The provision of guidance and troubleshooting to Customers in connection with questions and issues arising from the following Customer activities for the Platform:

  • Installation: Support for installation includes providing guidance and troubleshooting in connection with Customers installing the Software.

  • Basic Configuration Issues: Support for configuration includes troubleshooting the Customer’s configuration settings for existing installations on Supported Platforms (as defined below) to ensure proper operation and connectivity.

  • Usage Issues: BDB-qualified personnel will answer the 'How to' questions from Customers related to standard and intended Software usage.

  • Major Releases: means generally commercially released major new releases, modifications, or enhancements to the Software as designated by a change in the number to the left of the decimal in the version number. Major Releases are normally identified by the first number prior to the first decimal point. Major Releases do not include separate or different products marketed by BDB under a different name even if such products are compatible with the Software.

  • Minor Releases: are normally identified by the first number immediately following the first decimal point. For example, 1.5 is a Minor Release of 1.0.

  • Maintenance Releases: means generally commercially released code corrections, patches, updates, and minor version releases of the Software as designated by a change in the number to the right of the second decimal in the version number. For example, 1.5.2 is a Maintenance Release of 1.5.

  • Upgrades: Support Services may include new versions of the Software, when and if made commercially available by BDB. If BDB labels the new version of the Software as an upgrade or update to Software previously licensed to you ("Previous Version"), Customer may replace the Previous Version (including all installed copies) with the new version. The customer shall not use the new version of the Software and the Previous Version of the Software at the same time since the customer is only granted a single license for each copy of the Software and that license automatically transfers to the New Version once installed. Under no circumstances shall Customer transfer the Previous Version of the Software to any other person without also transferring the new version.

  • Efforts to Correct the Software: BDB shall make commercially reasonable efforts to correct bugs or other errors in the Software. The customer acknowledges that BDB is not required to correct every or any bug, error, or problem with the Software that it reports to BDB or of which BDB is otherwise made aware.

What is Excluded in the Support Services?

The following are excluded from BDB Support Services obligations:

• Software that is used on or in conjunction with hardware or software other than as specified in the Product Availability Matrix (PAM)

• Altered or modified Software, unless altered or modified by BDB

• Defects in the Software due to accident, hardware malfunction, abuse, or improper use

• Any version of the Software for which Support Services have been discontinued by BDB

• Evaluation Software or other Software provided at no charge

• Any Software sold separately by BDB, including, without limitation, consulting code, unless generally made available to BDB’s customers at no additional charge for the Software

• Training, customization, integration, and any issues arising from non-standard usage of the Software

• Any on-site services or remote access services (unless BDB requests remote access to assist BDB in understanding an issue)

Other Services

BDB separately offers a range of fee-based professional services to address issues related to:

• Onsite/Offsite, custom, classroom product training

• Implementations and installation services

• Integrations

• 8X5 E2E Service support

• Performance tuning

• Template or report design

• Process improvements

• Other issues which BDB advises customers fall outside the scope of Support Services

Software Versions Covered

Supported Versions

BDB will provide Support Services only for the version(s) of the Software specified in the Support Policy or as specified at the time of purchase. Changes to supported versions shall be announced on the BDB Website (www.bdb.ai). BDB’s Support Services obligations apply to the current publicly available Major Releases of the Software and the immediately preceding Major Release of the Software and do not cover hardware, operating systems, networks, or third-party software. The customer understands that BDB may need additional information as to its use of the Software to provide Support Services and to upgrade the Software.

End of Life

BDB may cease support for a supported version of the Software 5 years after the release of the next Major Release of such Software. BDB shall keep an up-to-date list of supported versions and make end-of-life (or end-of-support) announcements two years before on the BDB’s Website (www.bdb.ai).

Platforms Supported

BDB supports the use of the Software only on the platforms specified in the documentation supplied by BDB with the Software (the “Product Availability matrix (PAM)”).