MailSite Premium Support Subscription Agreement

1. Services Provided by MailSite

1.1. MailSite will, during Regular Business Hours and for the Components Supported, provide unlimited Technical Support for the MailSite software license(s) specified in the Support Subscription via telephone and email.

1.2. MailSite will provide all Major and Minor version upgrades for the MailSite software license(s) specified in the Support Subscription. Such upgrades will be provided free of any additional charge. To qualify for free major upgrades, a continuous support subscription is required from 30 days of original purchase date.

1.3. MailSite will provide an unlimited Emergency Technical Support Service via telephone and email 24 hours per day, seven days per week, 365 days per year (review section 5. Emergency Technical Support for details).

2. Quality of Services Guarantee

2.1. MailSite will provide said services in a professional, courteous manner via responsive, well-trained Technical Support Engineers.

2.2. MailSite will respond to Technical Support enquiries within one working day of receipt.

2.3. MailSite will respond to requests for Emergency Technical Support by telephone within two hours.

3. Regular Business Hours

3.1. 8am to 5pm Pacific Standard Time (GMT - 8 hours)

3.2. 9am to 5pm Western European Time (GMT)

3.3. Weekends and Public Holidays excluded

4. Components Supported

4.1. Standard Product Installations. MailSite will provide Technical Support for the installation, configuration, fault diagnosis, fault resolution, and troubleshooting of standard, non-customized deployments of specified MailSite product(s), including Documented Product Interfaces with third party applications.

4.2. Non-Standard Product Installations. MailSite will not provide Technical Support for non-standard, customized deployments of specified MailSite product(s) other than to advise customers of the location of known, accessible technical support documents.

4.3. Product Installations Interfacing With Non-Standard Applications. MailSite will not provide Technical Support for the Documented Product Interfaces of specified MailSite product(s) where the Documented Product Interfaces are used to interface with applications that do not conform to standard operating system, database or Internet protocols.

5. Emergency Technical Support

5.1. Emergency Technical Support is available exclusively for Critical Cases.

5.2. A Critical Case is defined as “Your production service is down, with the potential of causing critical impact to business operations if your service is not restored quickly. You are willing to commit substantial resources around the clock to resolve the situation.”

5.3. Requests for Emergency Technical Support Services can be submitted online via http://www.MailSite.com/support/emergency/.

5.4. All non-critical cases must be opened through the standard Service Access options listed below in Section 8.

5.5. MailSite reserves the right to withdraw Emergency Technical Support services from customers who submit requests for Emergency Technical Support for non-critical cases.

6. Customer Responsibilities

6.1. Provide on request the relevant product Serial Number(s) or License Key(s)

6.2. Provide on request the customer contact details as logged in our database against the License Key. These details can be updated via our website at any time http://www.MailSite.com/portal/ (login required).

6.3. Use the allocated Case Number when enquiring or communicating on existing Cases

6.4. Have good administrator-level understanding of the appropriate server operating system

6.5. Have a basic understanding of the principles and concepts of internet email, including:

6.5.1. DNS (MailSite recommends the O’Reilly series on DNS administration)

6.5.2. Internet RFC 2821 SMTP

6.5.3. Telnet, PING and NSLOOKUP

6.5.4. Email client configuration

7. Exclusions

7.1. MailSite will not provide Technical Support services to MailSite customers’ end users.

7.2. MailSite will not provide Technical Support for the following:

7.2.1. Operating Systems

7.2.2. Programming/scripting

7.2.3. Sieve filter scripts

7.2.4. Hardware

7.2.5. Antivirus/firewall software

7.2.6. NAT servers

7.2.7. LANs / WANs

7.2.8. Database applications

7.2.9. Software Development Kit (SDK)
(NOTE: Fee-based professional services are available and required for answers to developer or development questions as well as custom hooks and application development.)

8. Service Access

8.1. Telephone +1 408 879 5600 8am to 5pm Pacific Standard Time (GMT - 8 hours)

8.2. Telephone +44 (0)113 383 0125 9am to 5pm Western European Time (GMT)

8.3. Opening new Support Cases: http://www.MailSite.com/portal/cases/ (login required)

8.4. Correspondence regarding existing Cases and other enquiries support@mailsite.com

9. Additional Services

9.1. The following services are available free of charge via the Support Section of the MailSite website http://www.MailSite.com/support:

9.1.1. Online product knowledge base(s)

9.1.2. Other Support Pages

9.2. The following services are available free of charge via the MailSite Customer Portal http://www.MailSite.com/portal/ (login required):

9.2.1. Free hot-fix updates

9.2.2. Regular Newsletter available online or distributed via opt-in email list

9.2.3. Archived email User discussion groups

9.2.4. A detailed Product Administration Guide

10. Professional services

11. Escalation Procedure

11.1 Any dissatisfaction with any element of MailSite Technical Support Services should be communicated in the first instance to:

11.1.1. By email feedback@mailsite.com

11.1.2. By phone to the Support Services Manager on:

11.1.2.1. ++1 408-879-5600 8am to 5pm Pacific Standard Time (GMT - 8 hours), or

11.1.2.2. +44 (0)113 383 0125 9am to 5pm Western European Time (GMT).

11.2. All complaints will be opened as Critical Cases and will be updated daily until resolved to the customers’ reasonable satisfaction.

12. Modification of Agreement

12.1 MailSite reserves the right to make changes to the terms and conditions in this agreement without prior notice. The electronic form of this agreement publicly displayed on MailSite's web site supersedes any other printed or electronic agreement.