InGenius Connector Enterprise Service Level Agreement
November 1, 2012
This InGenius Connector Enterprise (“ICE”) Service Level Agreement document describes
responsibilities for provision of support services to Customers who have purchased subscriptions
for InGenius Connector Enterprise through a Reseller or directly from InGenius Software
(“InGenius”), and whose subscription agreements are still active (“ICE Customers”).
1.
First Line Support. If Customer has purchased through a Reseller, then Reseller shall
be responsible for providing First Line Support to ICE Customer s. If Customer has purchased
directly from InGenius, then InGenius shall be responsible for providing First Line Support to ICE
Customers. “First Line Support” shall mean (i) fielding each initial call on a Software problem or
other inquiry from a Customer; (ii) generating and issuing a trouble ticket containing a
reference/tracking number to the Customer; (iii) to the extent reasonably possible, identifying the
problem or performance deficiency in the Software; (iv) by reference to only online documentation
that may be provided by InGenius, attempted resolution of the problem; (v) where such problem
has not been resolved, preparation of an Error (as hereinafter defined) notification in relation to
the problem or performance deficiency; (vi) managing communications and expectations with the
Customer; (vii) escalating the Error notification to Second Line Support; and (xiii) distribution of
Software Updates to ICE Customers.
2.
Second Line Support. “Second Line Support” shall mean and InGenius shall be
responsible for: (i) running the Software in a lab environment for the purposes of supporting First
Line Support; (ii) using support tracking systems to monitor Error reports forwarded by First Line
Support; (iii) replicating, if possible, and documenting reported problems in the lab environment;
(iv) attempting to resolve Errors (iv) notifying First Line Support of all closed trouble tickets
(resolved Errors); (v) if unable to resolve an Error or answer the inquiry using reasonable means,
forwarding a description of the problem and documented replication steps, if able to replicate, to
Third Line Support at InGenius for assistance; (vi) ongoing trouble ticket management and
closure.
3.
Third Line Support. “Third Line Support” shall mean and InGenius shall be responsible
for, as hereinafter described, engaging InGenius’s software engineering resources to attempt to
replicate and resolve any escalated Errors not resolved by First or Second Line Support.
InGenius’s engineers shall work closely with InGenius’s Second Line Support personnel and if
necessary First Line Support personnel to characterize in the lab, analyze software logs, attempt
to replicate, and attempt to resolve reported Errors by work-around or by Software Update fixes.
4.
Software Registration Key Resets
InGenius will provide software registration key resets for ICE Customers who are changing
computer hardware, up to a maximum of twice per year.
5.
Windows Server Operating System and CRM System Updates and Bug Fixes.
InGenius will provide Software Updates to ICE Customers to support Windows Server operating
system upgrades up to a maximum of once per year, and will make best efforts to do so within 6
months of the new operating system becoming generally available. InGenius will also provide
Software Updates to ICE Customers to support CRM system upgrades when required. InGenius
will also provide Software Updates to Customers to include bug fixes.
6.
Availability; Methods of Contact.
InGenius will use reasonable efforts to provide Support to First Line Support personnel from 9:00
am to 4:30 pm ET, Monday through Friday (which shall constitute business hours and business
days for purposes of Support), excluding Canadian holidays observed by InGenius in Ottawa,
Ontario, Canada, and the period between Christmas and New Year’s Day. All support requests
to InGenius shall be made via email, to the following email address: support@ingenius.com.
7.
Severity Levels. InGenius will respond to service requests and use commercially
reasonable efforts to correct Errors or provide a Work-Around in accordance with the severity
level reasonably assigned by InGenius.

A Severity 1 Error: (i) causes the Software to cease operating or operating in any
material respect; or (ii) may have a material adverse impact on an End-User’s main
operations.

A Severity 2 Error: (i) causes a minor function of the Software to be impaired that
adversely affects, or is likely to adversely affect, an End-User’s main operations; or
(ii) is a question from Customer to InGenius regarding the functionality of the
Software or other matters that are not associated with a circumstance resulting in an
adverse affect on an End-User’s main operations.
As used herein, an “Error” collectively or individually, as the case may be, refers to a Severity 1
Error and/or a Severity 2 Error.
As used herein, a “Work-Around” means a temporary work-around, patch or bypass supplied by
InGenius in order to temporarily correct the Error; provided, however, that: (a) the Software
functionality, compatibility or use are not adversely affected; and (b) the Work-Around is not
unduly burdensome. Notwithstanding the availability of a Work-Around, InGenius will continue to
work in an expeditious and diligent manner to fix the Error with an applicable permanent
correction.
8.
Notification of Errors; Response Times. First Line Support personnel may notify
InGenius of any Errors via the email address indicated in Section 2 of this document. InGenius
will respond to First Line Support personnel via email as soon as reasonably possible having
regard to the availability of Support personnel and other licensee and business commitments that
InGenius may have. InGenius will use best efforts to respond to Error Notifications within the
following response times:

For Severity 1 Errors: within one business day.

For Severity 2 Errors: within two business days.
InGenius support personnel will respond via email to the First Line Support personnel who
initiated the Error Notification.
9.
Error Resolution. If a First Line Support personnel notifies InGenius of an Error
InGenius will assign a technical support person to evaluate and if necessary correct such Error
and update Distributor within a reasonable time period having regard to the availability of support
personnel and other business commitments that InGenius may have. InGenius will use
reasonable efforts to correct the Error in an expeditious manner and as soon as reasonably
possible having regard to the availability of Support personnel. Once a Support person has been
assigned, InGenius shall provide First Line Support personnel with reasonable updates regarding
InGenius’s progress in resolving Severity 1 Errors until the Error is resolved.
10.
Error Escalation. If any Severity 1 Error has not been corrected, or a Work-Around has
not been provided, within 2 normal business days following assignment to a InGenius Support
person, then Distributor may escalate the Error to InGenius’s sales management team via email
to: sales@ingenius.com.
InGenius’s sales management team shall promptly review the
escalated Error with InGenius’s technical support team and monitor the steps being taken by
InGenius to resolve such Error in an expeditious manner and as soon as possible.
11.
Prior Version Support.
InGenius will provide the Support described in this Schedule in connection with the current
generally available version of the Software. In addition, the immediately preceding version of the
Software will be supported for 3 months following the release of a newer version. No support will
be provided for older versions.
12.
Online Documentation.
InGenius will maintain online user and technical documentation to assist Customers and
Resellers in configuring and troubleshooting InGenius’s software products.