Services

Scope of Maintenance Services

Raritan provides Maintenance Services only when such services are included in a Service Order. During the maintenance term Raritan agrees to provide maintenance services in support of the Software (dcTrack™).Maintenance Services shall include both support and software releases as described in the following sections.

Support

Subject to the terms and conditions of the Service Order Agreement, Raritan shall provide dcTrack™ Licensee with support services described in this section.

  1. Support Hours
    Raritan shall maintain standard service hours in the following regions:UK: between 08:30 – 17:00 Monday to Friday (excluding UK public holidays)Europe: 08:30 – 17:00 Monday to Friday Central European Time (UTC + 1, excluding Netherlands public holidays)).US: 09:00-18:00 Eastern Standard Time (excluding US public holidays)
  2. Telephone Support
    Raritan shall provide a call centre support telephone line to respond to support requests. The call centre support telephone line shall be staffed during Support Hours, excluding local public holidays. The support lines are regional:
    UK: call +44 (0)207 090 1390 ask for support
    Europe: call +31 (0) 10-284-4040 press 2 for support
    US: call +1 732-764-8886 then press 6, then press 1.
  3. E-mail Support
    Raritan shall provide e-mail support during Support Hours, excluding all public holidays. For North and South America, the e-mail address is: techsupport@raritan.com. For Europe and Africa, the e-mail address for support is tech.europe@raritan.com.
  4. Support requests outside standard service hours
    All voicemails and emails will receive a response during the next normal business day. Urgent voicemail requests receive a live response within one hour of the start of the next normal business day.
  5. Remote Support
    If dcTrack™ Licensee grants permission, Raritan engineers may access the Software remotely and provide remote support. Such a remote access and support requires dcTrack™ Licensee to establish and maintain an appropriate network configuration to allow the Software to establish a secure connection to a designated Raritan server. If remote access is not permitted by dcTrack™ Licensee, or if such an appropriate network configuration does not exist, support will be provided by directing dcTrack™ Licensee to use certain diagnostic tools available on the Software.

Software Releases

As part of its Maintenance Services, Raritan shall provide periodic Software Releases. The release of Software Releases is at the sole discretion of Raritan.

  1. Raritan shall provide periodic Maintenance Releases
    A Maintenance Release is a generally available release of Software that contains Error Corrections and may contain Enhancements designated minor by Raritan. Such a release shall be denoted by a change in the digit to the right of the 2nd decimal point of the Release number. For example, 2.2.8 to 2.2.9.
  2. Raritan shall provide periodic Minor Releases
    A Minor Release is a generally available release of the Software that contains Enhancements designated minor by the Raritan, as well as Error Corrections. Such a release shall be denoted by a change in the digit to the right of the first decimal point of the Release number. For example, 2.2 to 2.3. 
  3. Raritan shall provide periodic Major Releases
    A Major Release is a generally available release of the Software that contains Enhancements designated major by Raritan, as well as minor new Enhancements and Error Corrections. Such a release is denoted by a change in the digit to the left of the first decimal point of the Release number. For example, 2.3 to 3.0.

Limitations on Scope of Maintenance Services

  1. Raritan shall have no obligation to provide Releases or Support for the Software except as set forth in this Agreement. The parties understand and acknowledge that Raritan will work to generally enhance and improve the Software, but Raritan shall not have any responsibility to develop subsequent components for the Software or additional processes for dcTrack™ Licensee, except as explicitly set forth herein.
  2. Your rights and obligations concerning the use of any Releases (Error Corrections, Enhancements, or any other programming provided by Raritan relating to the Software) shall be as provided under this Agreement between dcTrack™ Licensee and Raritan. Raritan shall have sole and exclusive ownership of all right, title, and interest in and to such works (including ownership of all copyrights and other intellectual property rights pertaining thereto), subject only to the license expressly granted to Licensee therein.
  3. Maintenance Services do not include: (a) development of custom computer programs and installation, implementation, configuration, training and maintenance with respect to the Software or any alterations or modifications to the existing Software at dcTrack™ Licensee’s request, (b) repairs or service relating to any third party software or hardware, or (c) hardware modifications or changes to existing hardware configurations, outside the scope of warranty support.