Support

Adeptol provides full 24 x 7 support to all it's customers for all it's products. Instead of creating separate different support options and charging customers based on those, Adeptol believes in a single 24 x 7 365 days support model and ensures that products will always have the latest technology and fixes, providing you and your customers with the most up-to-date applications.

Term & Renewals:

Adeptol Support shall commence on (a) the day of the Licensed Software shipment
or (b) the date specified in this Agreement; or (c) as otherwise specified and agreed
to in writing by Adeptol but in no case not later than six (6) months from date of
Licensed Software shipment and will continue for a period of one year from the date
established in (a), (b) or (c) above. If no specific Adeptol Support start is
established, then Adeptol Support will commence on the Licensed Software shipment
date. Adeptol Support may be renewed for subsequent one (1) year periods.

Scope of Services
ADEPTOL provides the following services to all Licensees:
- Answers to Installation and Authorization Questions.
- 2 hours initial installation onsite/phone support
- Product Use Guidance
- Problem Diagnosis
- Licensed Software Configuration Help
- Licensed Software Updates
- New Media and documentation
- New Versions of the Licensed Software

These services exclude explicitly:
- Third-Party Products
- Hardware Platform Related Support
- Operating System Related Support
- Integration Advice or Any Other Consulting
- Training. ADEPTOL maintains training and consulting departments that can assist,on a fee-for-service basis, with some or all of the services explicitly excluded as above.

 Levels of Support
1st Level (or First Line Support) Support includes filing the problem as an issue in
ADEPTOL's database, querying the ADEPTOL database for similar problems, bugs,
and resolutions on the topic and communicating a plan for a resolution back to the
Licensee.

2nd Level Support includes further research on the issue and includes, but is not
limited to: recreating the problem in house, receiving and working with pieces of
Licensee's code that illustrate the behavior; debugging Licensee's code and working
to resolve the issue. 2nd Level Support issues are typically assigned to a ADEPTOL
Product Specialist.

3rd Level Support includes but is not limited to the assistance of Product Support
Specialists and Engineering Level Developers to assist in debugging code, providing
hints to solve the problem, working with ADEPTOL product code to determine root
causes.

When the Licensee acquires ADEPTOL products through a ADEPTOL Partner, it is
expected that the main Support channel will be established through that Partner. In
that case, 1st level Support will be handled by that Partner, and ADEPTOL will
communicate solely with the Partner on Licensee‟s issues.

Priority of Issues
The Licensee and ADEPTOL customer Support staff jointly set issue priority
levels.
SEVERITY LEVEL 1 – HIGH – An emergency production environment situations where
the Licensed Software is inoperable or fails catastrophically and there is no
workaround. This does not refer to a situation where performance of the Licensed
Software degrades substantially under certain loads causing a severe impact on use;
or certain documents fail to convert or view.

SEVERITY LEVEL 2 – MEDIUM – Occurs when use of the Licensed Software is
noticeably affected but reasonably correctable by a workaround, documentation
change, or patch which may be completely resolved and integrated into a future
release.

SEVERITY LEVEL 3 – LOW – An inconvenient situation where the Licensed Software is
usable but does not provide a function in the most convenient manner and the
Licensee suffers little or no significant impact. An example of such situation would be
– certain types of documents fail to convert or be viewed