Version 05182012
Actifio, Inc. Support Policy
This Support Policy sets forth the terms and conditions under which Actifio will provide Support with respect to the
Solution. Capitalized terms used but not defined herein shall have the respective meanings assigned to them in the
agreement to which this Support Policy referenced.
How to Receive Support
Actifio supports all aspect of the Actifio Solution to provide the customer with a single point of support. Support
includes software support for the Actifio Solution and hardware support for all Actifio Solution components.
Support is available 24x7x365.
To access Actifio Support:
Internet Portal: http://support.actifio.com
Phone : 877-282-5373 Press – 4 for Support
E-Mail: support@actifio.com
What is Covered
An “Issue” is (i) any failure of the Software to function substantially in accordance with the Documentation; (ii) any
defect in workmanship or materials in the Hardware; or (iii) any question regarding the use or operation of the
Solution.
Actifio shall have no responsibility to provide Support for any Issues related to or resulting from (i) the use or
combination of the Solution with any other software or hardware not provided by or expressly approved in writing
by Actifio; (ii) causes external to the Solution, such as problems with the hardware, network or other infrastructure
with which the Solution is used; (iii) improper or negligent use, misuse or unauthorized use of the Solution; (iv)
normal wear and tear; (v) normally consumable hardware items; or (vi) any Solution which has been altered or
modified by anyone other than Actifio.
Reporting Issues
All Issue reports must be made by the Customer Contacts set forth on a Sales Schedule to the Agreement or to such
other Customer Contacts as may be identified in writing to Actifio. Each Customer Contact must be knowledgeable
about the Solution (including the Software and Hardware). Issue reports must describe the Issue and include
sufficient information and data for Actifio to reproduce the Issue. At Actifio’s request, Customer will provide such
supporting information and data reasonably requested by Actifio in order to enable Actifio to determine the cause of an
Issue. Customer agrees to cooperate with and assist Actifio in its efforts to find causes and resolution of Issues that
Customer reports. Customer also agrees to either (i) enable the Actifio Remote Support feature or (ii) provide Actifio
with VPN access to the Solution for the period required by Actifio to investigate, respond to and resolve Issues.
Actifio shall have no obligation to resolve Issues unless Customer provides all information and access requested by
Actifio.
Classification and Response
Actifio will investigate all Issue reports and, in the reasonable exercise of its discretion, classify each Issue by
severity according to the following criteria:
Severity
Sev-1
Sev-2
Sev-3
Sev-4
Definition
A substantial portion of the Customer’s critical
data is at risk.
Customer’s business operations have been
severely disrupted.
Significant loss of Actifio software functionality
Minor loss of Actifio software functionality
Questions or enhancement request
Response
4 hour response with remedy
plan
6 hour response with triage plan
Next business day with remedy
Next business day
What to expect with Customer Cases
o Hardware failure
 New component shipped direct to customer
 Actifio support will assist in installation remotely
o Escalations will proceed up to engineering and equipment manufacture as needed.
o Enhancement requests sent to product management
Actifio Support Processing
Our incident management team receives customer issues by phone or through our web portal. The incident
management team will ensure we have a good understanding of the customer problem and gather the relevant
details. From there, they will open a break/fix hardware issue with other vendors, and/or will search for any known
issue in our knowledgebase. If they cannot resolve the issue, they will assign it to the problem management team.
The problem management team will triage the issue by accessing the Customer solution through a VPN connection
or viewing the issue using web conferencing. Further triage may occur by recreating the issue in the Actifio support
lab. Once we have a root cause for the issue, we will review the action plan with the Customer.
Some issues may involve the Actifio Engineering team and the resolution may result in a work-around, patch or
upgrade.
All coordination of resources will be managed by Actifio support together with regular status updates on progress
and estimates for resolution.
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The following diagram provides the flow for support incidents:
Customer
case
Incident
Mgt
Problem
Mgt
Hardware
Support
Engineering
Or
Patch/
Work
around
Dispatch
Third
Party
Engineering
Test/
Release
Resolution
Close
Case
Add
Solution to
Knowledge
base
Hardware Support Details
Actifio provides Support for all Hardware delivered with the Solution and manages support for the Hardware. This
table outlines the support level for each of the components.
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Component
Server
Fibre Channel Switching
Storage
Support
Onsite 24x7 Server replacement
Next Business Day Replacement
Next Day Part Replacement
Customer’s Breach
Actifio will have no obligation to provide Support to Customer in the event of a breach by Customer of any of its
obligations under the Agreement or this Support Policy.
Updates
Actifio may, from time to time, prepare and make available to its customers new releases of the Software. During the
Support Term, Customer will be eligible to receive any new releases which Actifio in its sole discretion elects to make
available without charge to its customers who are receiving Support with respect to the Software, provided that
Customer has paid all fees and is not in breach of any of its obligations under the Agreement or this Support Policy.
Actifio may, from time to time, introduce software products which contain additional or different functionality
and/or features and for which Actifio charges a separate fee. Customer shall not be entitled to receive such software
products without paying such separate fee.
Actifio shall be obligated to provide Support only with respect to the current major release and the immediately
preceding major release of the Software. A major release is signified by a change to the number to the left of the
version’s first decimal point (e.g., from 1.x to 2.x).
Actifio Community Forum
Customer will have access to such Actifio Community Forums and/or Actifio Knowledgebase as Actifio may make
available on Actifio’s website.
Support Term
The initial term during which Actifio shall provide Support shall commence on the date the Solution is delivered and
by Customer acceptance of the End User License Agreement and shall continue for the period specified in the
Customer order. Thereafter, provided that Customer has paid the then applicable Support fee, such term shall be
automatically renewed for additional successive one-year periods unless Customer gives written notice to Actifio, at
least 30 days prior to the end of the initial term or the then current renewal term, of its intention to not renew
Support. The initial term and all such renewal terms are referred to collectively as the “Support Term”.
Customer may terminate Support at any time upon notice to Actifio; provided, however, that Customer shall not in
any event be entitled to any refund of Support fees previously paid.
Actifio may, upon notice to Customer, terminate Support to Customer in the event of a breach by Customer of any
obligation under the Agreement or this Support Policy, which breach is not cured within 30 days after notice thereof.
Other Services and Amendment
Unless otherwise specified in the Agreement, if Actifio provides any services that are not covered by this Support
Policy, then Customer shall pay Actifio for providing such services at Actifio’s then prevailing rates. Actifio
reserves the right to change this Support Policy at any time upon notice to Customer. Changes to this Support
Policy will take effect upon the next renewal of Customer’s Support term.
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