Collabora Support Program Service Level Terms for Collabora Online (only) Commercial Partner Agreements
This Collabora Support Program Service Level Terms (“SPSLT”) for Collabora Online (only) Commercial Partner Agreements sets out the provisions for support services to be performed by Collabora Productivity Limited (“Collabora”) in response to support requests issued by the Partner. Collabora will not accept support requests directly from the Partner’s Customer.
1. Definitions
“Software” means Collabora Online (only) or its individual constituents, an enterprise-ready, multi-platform, binary format edition of LibreOffice, consisting of a server hosted and web client component, a mobile client(s) and PC desktop client(s)
“Incident” means an issue, defect or problem with Software involving a regression in the security, operability or availability of a deployment of Software as determined solely by Collabora. It expressly excludes new features, compatibility with third party software and document formats and improvement to existing functionality. Such improvements may be covered by a separate Level 3 Developer Support Agreement.
2. Classification
When Partner reports an Incident, Collabora will, in consultation with Partner, first classify the Incident according to its severity and nature. The following classification scheme will be used to categorize Incidents:
3. Support Hours
USA, Americas and Australia: 8AM till 4PM Eastern Time (Boston, MA) Europe, Asia and Africa: 9AM till 6PM Central European Time (Paris, France)
All Incidents must be reported either through the Partner portal, or by email to the address in the relevant Partner agreement .
4. Reporting an Incident
4.1 When a potentially new Incident is identified the first step is for the Customer to build a concise and complete statement of the Incident in English. Required information includes:
- What Software component failed.
- The exact version of the component in question.
- A complete description of how the problem can be reproduced.
- Expected and actual results.
- Document and logging data where relevant.
4.2 If the Incident is only reproducible in conjunction with modifications developed by the Partner, such modifications and associated documentation necessary to reproduce the problem must be provided before it can be triaged. If the Incident is only reproducible on hardware not available to Collabora, the relevant hardware and all supporting infrastructure must be made remotely available to Collabora in order to triage and classify the Incident.
4.3 Any documentation and installation data provided by the Partner will be treated as Confidential.
4.4 In order to provide Partner with the best coverage possible, Collabora requests that Partner identifies a dedicated point of contact who will be available until each Incident is resolved.
5. Response Procedures and Timing
Upon receipt from Client of an Incident report, Collabora shall take prompt corrective action to remedy the reported Incident as follows within the following time periods (during the hours specified in this Exhibit):
With respect to the foregoing, and subject to Partner’s existing limitation of liability agreed elsewhere, Collabora shall work diligently during the support hours to provide the service levels set forth above. The parties understand and agree that a temporary work around or fix shall not constitute the resolution of any such defect.