1. Definitions
All capitalized terms not defined in this document shall have the meaning ascribed to them in the Corellium Terms of Use (https://corellium.com/terms), into which these terms are incorporated. For the purpose of this document, the terms below are defined as follows:
1.1 “Business Days” means Monday to Friday, excluding federally recognized US holidays.
1.2 “Business Hours” means 9 a.m. – 5 p.m. Eastern Time on Business Days.
1.3 “Downtime” means the total number of minutes that the Corellium SaaS is unavailable or inaccessible during the applicable time period, excluding Scheduled Maintenance; force majeure events (as described in the Corellium Terms of Use); systemic internet failures; failures in the Customer’s own hardware, software, or network connection; failures of the Customer’s internet service provider; Customer's bandwidth restrictions; Customer’s acts or omissions (whether negligent, grossly negligent, intentional or otherwise); or anything outside of the reasonable control of Corellium.
1.4 “Maintenance Notification” means an email from Corellium to the Customer’s designated Support Point of Contact informing the Customer of the date and time of Scheduled Maintenance. Maintenance Notifications will be sent a minimum of three (3) Business Days in advance of Scheduled Maintenance.
1.5 “Scheduled Maintenance” means a period of scheduled downtime, for which the Customer has been sent a Maintenance Notification, during which Corellium will implement updates, fixes, and changes to the Corellium SaaS. Absent written notice in a Maintenance Notification sent a minimum of five (5) Business Days in advance, Scheduled Maintenance will take place outside of Business Hours.
1.6 “Support Point of Contact” means the person at the Customer’s organization who is responsible for receiving Maintenance Notifications and other relevant support-related communications from Corellium.
1.7 “Uptime” means the total number of minutes during a calendar year minus the total number of minutes of Downtime during the calendar year, divided by the total number of minutes during the calendar year. Uptime is expressed as a percentage.
2. Customer Responsibilities
It is the Customer’s responsibility to ensure that its users adhere to the pre-requisites for the Corellium Software listed in Corellium’s support documentation, including using an internet browser in accordance with the Corellium Software’s minimum requirements. The Customer must have an internet connection with adequate bandwidth.
The Customer must provide Corellium the name and email address of a Support Point of Contact to receive Maintenance Notifications and other relevant support-related communications from Corellium. The Customer must notify Corellium of any changes to the designated Support Point of Contact.
To resolve support requests, Corellium may require the Customer to provide a general description of the operating environment, a list of hardware components, a reproducible test case, and certain log files, trace files, or system files. Failure to provide this information may prevent Corellium from identifying and resolving the alleged issue. Corellium reserves the right to provide a workaround in lieu of fixing an alleged defect if Corellium, in its sole judgment, determine that it is more effective to do so.
Support requests are limited to Corellium Products that are current and up to date. For Customers with on-site appliances or Customer-managed private AWS servers, it is the Customer’s responsibility to install updates provided by Corellium.
3. Uptime
3.1 Corellium SaaS Uptime. Corellium will use commercially reasonable efforts to provide an Uptime of 99.9% for the Corellium SaaS. Corellium will implement and operate tools and methodologies that it, in its sole discretion, considers reasonably necessary to measure, monitor, and report the Uptime of the Corellium SaaS.
3.2 Service Level Credits. If Corellium cannot meet the Uptime specified in this agreement, Corellium shall provide Customers with a credit (each a "Service Level Credit") for every full hour of Downtime, provided that there are no invoice amounts on the Customer’s account for which the Customer is in default, and provided that the Customer submits a support ticket documenting the reported Downtime within three (3) Business Days of the start of the service interruption. The credit will be calculated by dividing the total hours of Downtime in a given calendar year by the total hours in the calendar year, then multiplying the Customer’s total annual fee by the result. Service Level Credits shall be offset against any claim for loss or damage caused by the Customer. Service Level Credits will be issued on an annual basis by Corellium following Customer’s request and such Service Level Credits may only be used by Customer with respect to subsequent purchases of Corellium's offerings through an applicable Order Form (or renewal thereof).
4. Support Services
4.1 Named Representative. The Customer will be assigned a Corellium named customer support representative.
4.2 Support Channels. The Customer can submit support requests via email directly to their named support representative, via email to support@corellium.com, or via chat functionality integrated into Corellium Products. In order for Corellium to identify requests as coming from a Premier Support Customer, each initial support request must be submitted by the Customer’s Support Point of Contact, provided however that additional Customer employees may be copied on the request, and other Customer employees may become the primary point of contact on subsequent communications pertaining to the request.
4.3 Response Time. Response Time is defined as the time from when the Customer submits a request by one of the approved Support Channels, defined above, to the time when a Corellium support representative initially responds. For Premier Support Customers, in all cases regardless of the severity of the request, Response Time shall be less than twelve (12) Business Hours. Corellium shall use reasonable commercial efforts to resolve all Premier Support requests as soon as practicable. All Premier Support requests will be prioritized for triage and resolution before non-Premier requests.
5. Extended Warranty
The limited hardware warranty as described in the Corellium Terms of Use, is time extended to cover the term of purchased Premier Support services as specified on the Order Form.
6. Fees
In consideration of Corellium’s performance of the Premier Support services in accordance with the terms and conditions specified herein, the Customer shall pay to Corellium the fees set forth in the Order Form in accordance with the terms and conditions of the Corellium Terms of Use. The Customer will not be responsible for paying any other fees, costs, expenses, or other charges for or in connection with the Premier Support services, and the fees will not be modified during the term of service.
7. Miscellaneous
These terms of service set forth Customer's sole and exclusive remedy in the event of a service unavailability or interruption with respect to the Corellium SaaS, as fully set forth herein. No such service unavailability or interruption shall be considered a default or breach by Corellium under the Corellium Terms of Use.
These terms of service are incorporated into and made part of the Corellium Terms of Use. In the event of any conflict or inconsistency between the terms and conditions hereof and the Corellium Terms of Use, an Order Form, or other document relating to interruption or outage with respect to the Corellium SaaS, the terms and conditions set forth herein shall prevail.