Software Support :: Terms & Conditions

For all licensees who purchase support services, Autonomy provides support in the form of Error Corrections, Software Updates, and Telephone Hotline Support ("Support Services") to up to two (2) designated technical contacts. The term of Support Services shall be for one (1) year terms commencing from the Commencement Date, as renewed annually thereafter. Support Services will automatically be renewed for additional one (1) year periods on the Commencement Date unless Customer notifies Connectis or Autonomy in writing of its desire not to renew Support Services at least thirty (30) days prior to the end of the existing Support Services period. If Customer fails to pay any Support Fee when due, Autonomy reserves the right to withhold provision of Support Services until receipt of such payment. By way of example and not of limitation, continued availability of Support Services following any automatic renewal shall be deemed conclusive evidence of renewal by Licensee. Support Services are provided only for (i) the current release of the Product, and (ii) the most recent previous release of the Product for six months following availability of the current release.

Description of Services Provided During a Support Period

1. Error Corrections. Autonomy shall exercise commercially reasonable efforts to correct any error reported by Licensee in the current unmodified release of the Product in accordance with the priority level reasonably assigned to such error by Autonomy. If a reported error has caused the Product to be inoperable, or Licensee's notice to Autonomy states that the reported error is substantial and material with respect to Licensee's use of the Product, Autonomy shall use its reasonable commercial efforts to correct expeditiously such error or to provide a software patch or bypass around such error. Licensee acknowledges that all reported errors may not be corrected. Autonomy shall have no obligation to support: (i) altered, damaged or modified Software or any portion of the Software incorporated into other software; (ii) problems caused by Licensee's negligence, abuse, misapplication or use of the Software other than as specified in the Documentation, or other causes beyond the control of Autonomy; or (iii) Software installed on a system that is not supported by Autonomy. Autonomy shall have no liability for changes in Licensee's hardware necessary to use the Software due to a workaround or maintenance release.

2. Software Updates. Autonomy provides, at no additional cost, one (l) copy of documentation and one (l) copy of, or authorization to copy, new maintenance releases of the Product, which are not designated by Autonomy as new products for which it charges a separate fee ("Updates"). Autonomy, may in its sole discretion, modify the Product and deliver Software Updates to its customers which may add new and/or eliminate existing features, functions, operating environment and/or hardware platforms to the Product.

3.  Telephone Hotline Support. Telephone assistance is provided to all licensees who have purchased Support Services. Telephone Hotline Support hours of operation are from 8:30 am to 5 pm Eastern Standard Time Monday through Friday with the exception of Canadian statutory and Autonomy holidays. Support personnel are available to answer questions related to Autonomy's supported products and how they perform with compatible hardware systems. Assistance in the development of custom applications for Autonomy's products is not included in standard hotline support. If licensees wish to acquire such support, it is available through Connectis or Autonomy's Consulting group at the then-current consulting rates.
   

Priority Levels of Errors

In the performance of Support Services, Connectis and Autonomy apply the following priority ratings to problems reported by licensees.

A) Priority I Errors.

Description: Program errors, which prevent some function or process from substantially meeting the functional specification, which seriously affect the overall performance of the function or process and for which no work-around is known.

Autonomy Response: Autonomy shall promptly initiate the following procedures: (1) assign a senior Autonomy engineer to correct the error; (2) notify senior Autonomy Management that such errors have been reported and that steps are being taken to correct the error; (3) provide Licensee with periodic reports on the status of corrections; (4) commence work to provide Licensee with a work-around until final solution is available; (5) provide final solution to Licensee as soon as it is available.

B) Priority II Errors.

Description: Program errors, which prevent some function or process from substantially meeting the functional specification, but which have a reasonable work-around.

Autonomy Response: Autonomy shall provide a work-around to Licensee and shall exercise commercially reasonable efforts to include the fix for the error in the next software maintenance release.

C) Priority III Errors.

Description: Program errors, which prevent some portion of a function from substantially meeting functional specification but which do not seriously affect the overall performance of the function.

Autonomy Response: Autonomy may include the fix for the error in the next major release of the Product.

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