Termos e Condições do Serviço Stratus ftServer™

STRATUS TECHNOLOGIES
CLICK-TO-ACCEPT
SERVICE TERMS AND CONDITIONS
FOR FTSERVER™ PRODUCTS

Unless you have a signed master agreement with (i) Stratus Technologies Ireland Limited or an affiliate (“Stratus”) or (ii) a Stratus authorized Service Provider, Stratus will provide the support services as described in this Agreement (“Services”) for the Service Level (Service Level Table is at the end of this document) and the ftServer Products listed in your order. Stratus’ obligation to provide these Services is contingent upon your prompt payment of Stratus’ invoices (not later than 30 days from receipt) and your compliance with your other obligations as listed below.

BY ACCEPTING THE SERVICES DESCRIBED YOU AGREE TO ACCEPT AND BE BOUND BY THESE TERMS AND CONDITIONS (THE
“AGREEMENT”). IF YOU DO NOT AGREE WITH THESE TERMS AND CONDITIONS, DO NOT CLICK ACCEPT AS YOU MAY NOT
PROCEED.

1. Definições:

1.1. Active Service Network (ASN): A secure worldwide network that allows Covered System to be linked with Partner, Stratus, and other authorized third-party vendors’ support personnel.
1.2. Covered System: The ftServer System(s) listed in your order and service invoice.
1.3. Customer Assistance Center (CAC): The resources through which Stratus delivers support and services.
1.4. Customer Replaceable Units (CRUs): Hardware that requires no formal training to achieve replacement. Replacement can be performed using Stratus-provided procedural documents.
1.5. Hardware or Parts: The Stratus supplied Products and any associated components.
1.6. Optional Service(s): Supplemental services available for purchase with a Service Level.
1.7. Problem(s): An instance where the Product does not substantially conform to the published documentation delivered by Stratus as part of the Stratus Product.
1.8. Products: All supplied ftServer Hardware and Software products.
1.9. Service(s) or Support: All activities prescribed herein to be undertaken by Stratus, in accordance with the applicable Service Level you selected for your Covered System.
1.10. Service Level: The packaged Service offerings that you purchase from Stratus for your ftServer Systems. Descriptions of Stratus’ current Service Levels and Optional Services are available on the Stratus Website at www.stratus.com.
1.11. Software or Supported Software: The then-current Stratus supported versions of the Operating System, Stratus Automated Uptime Layer (AUL) Software, and other supported Stratus Software.
1.12. Updates: A release of Software that contains fixes produced over a period of time.
1.13. Upgrade: A new release of Software that contains significant new functionality or features over the Software Product’s previous release.

2. System Eligibility:

Os sistemas colocados em Serviço dentro de 90 dias a partir da data inicial de envio do sistema são automaticamente elegíveis para cobertura sob este Contrato. Os sistemas colocados sob Serviço após este período de 90 dias devem primeiro ser inspecionados e certificados pela Stratus ou por seu representante de serviço autorizado como prontos para o serviço. Tal inspeção e certificação será às suas custas com base nas taxas então vigentes da Stratus. Qualquer trabalho necessário para levar o Sistema a uma condição de pronto serviço também será por sua conta.

3. Your Responsibilities:

Você concorda em fazer tudo o que segue:

3.1. Upon escalation to Stratus, provide Stratus all relevant Product information reasonably requested by Stratus including a description of the reported problem and the Product site identification number.
3.2. Maintain the Covered System(s) per the applicable manufacturers specifications, guidelines, and environmental conditions.
3.3. Replace Customer Replaceable Units under the remote direction of the Stratus CAC, Customer Engineer, or Stratus Authorized Service Representative.
3.4. Be responsible for performing backups of any data stored on the Product. Stratus is not responsible for your failure to do so, or for the cost of reconstructing data stored on disks, tapes, or other media that are lost or damaged during the performance of Services.
3.5. Install Software Product Updates and Upgrades as made available. Supported versions are subject to Stratus’ standard published policies.
3.6. Other than when replacing a CRU (which should be done as soon as possible), maintain and operate Covered Systems in a fully redundant mode of operation at all times.
3.7. Install any security vulnerability patches that resolve security vulnerabilities in the Operating System. Stratus is not responsible for its inability to receive and respond to automated problem notifications as a result of the loss of connection between the Covered System and the ASN due to the foregoing.

4. Term and Termination:

The initial term for Services shall commence as stated on your service quote and shall continue for a period of one (1) year or for the period as otherwise agreed (“Initial Term”). Thereafter, the term for Services shall automatically renew for successive terms of one (1) year each (“Renewal Term”) at Stratus’ then current rates, unless either party gives written notice to the other of its intention not to renew at least sixty (60) days prior to the commencement of the next term.

5. Payment:

If the Initial Term of a Service Level is purchased and invoiced to you by a Stratus Reseller, then payment shall be made to that Stratus Reseller. Payment for any renewal term shall be made to Stratus and be due within thirty (30) days of your receipt of Stratus’ invoice. You also
agree to pay an amount equal to any applicable taxes resulting from any transaction under this Agreement that Stratus is obligated to pay on your
behalf, except that you will not be liable for taxes based on Stratus’ net income. You agree to pay Stratus, on demand, interest at the rate of one and one half percent (1.5%) per month or the maximum legal rate in effect, whichever is less, on all overdue amounts together with any collection and attorney’s fees and expenses Stratus incurs in the collection of such overdue amounts. Prepaid service fees are non-refundable in the event of any termination of this Agreement unless due to Stratus’ uncured material breach.

6. Problem Escalation to Stratus:

Sujeito ao Nível de Serviço adquirido descrito na tabela abaixo, você pode escalar os Problemas para a Stratus por telefone ou através do Portal de Serviços Stratus com base no seguinte:

6.1. Telephone Support: Stratus provides access to the Stratus CAC for support on Supported Products.

  • Phone – Stratus Support can be reached at US Toll-Free: 800-221-6588 or International: +1 602-852-3200.
  • For a complete list of international numbers for contacting Stratus Support please go to Stratus Support.

6.2. Stratus Service Portal Support:

  • A Stratus fornece suporte de escalonamento de produtos suportados através do Portal de Serviços Stratus.
  • Stratus Support can be reached via Stratus Service Portal.
6.3. All communication between you and Stratus will be in the English language. Where and when available, local language may be provided.

7. Remote System Support and Monitoring of Covered Systems

is provided on a 24×7 basis through the ASN and the Stratus CAC and includes one or more of the following:

  • 7.1. System monitoring of hardware faults for the supported Hardware.
  • 7.2. System monitoring of major faults of the Stratus supported operating system.
  • 7.3. System generated Alarms transmitted to Stratus through the Stratus ASN and evaluated by the Stratus Customer Service team resulting in:
    • 7.3.1. Alarm determined to be informational and/or not requiring action by Stratus support.
    • 7.3.2. Alarm determined to be actionable and requiring Stratus support. A support case is created and assigned to a service engineer per the response times listed in the Service Level Table below.
  • 7.4. System Monitoring does NOT include monitoring of the following:
    • Guest operating system.
    • Non-Stratus applications installed and running on the system.
    • Network security and intrusion detection.
    • Detecção de anti-vírus e malware.

8. Software Support:

A Stratus fornecerá suporte técnico que incluirá, quando aplicável, Atualizações e Upgrades de Produtos. A Stratus utilizará esforços comercialmente razoáveis para responder, com base na gravidade do problema e de acordo com o Nível de Serviço adquirido, conforme indicado na Tabela de Nível de Serviço abaixo. O Suporte de Software se aplica à versão então atualmente suportada do Software Suportado. A resolução de problemas pode consistir no fornecimento de uma solução alternativa, correção ou atualização. Pode ser necessário fazer um upgrade para uma versão posterior do Produto nos casos em que não for possível fazer uma correção.

  • 8.1 Supported Versions: Support on versions of software will be provided based on Stratus’ published support policy which can be found at https://www.stratus.com/services-support/customer-support.
  • 8.2 Stratus Automated Uptime Layer Software (“AUL”): Stratus technical support engineers will provide problem relief if technically feasible and necessary, available Updates, Upgrades and “Bug Fixes” (a change in the object code intended to correct a defect in the implementation of the Software) as well as information and assistance related to Software features. Updates and Upgrades are available online at https://www.stratus.com/support.
  • 8.3 Operating System Support
    Sistema operacional Garantia total Outros níveis de serviço
    Windows
    ou
    Red Hat Linux
    ou
    VMware    		 Service for Critical and Serious problems related to the Stratus supported version of the applicable Operating System. Stratus technical support experts will troubleshoot and work to resolve problems and provide root cause determination. If required, Stratus will work collaboratively with the Operating System support provider.
    With Red Hat Linux and VMware, collaboration support requires you to establish the connection between Stratus and your Operating System support provider. This can be accomplished through your Red Hat Linux / VMware Subscription Service.    		 Isolate the problem up to the Stratus Hardware/Software or the Operating System. If the problem pertains to the Operating System, you shall be advised to contact your Operating System support provider.
    • 8.3.1. Operating System support examples include technical assistance with general questions or problems pertaining to the OS, how to use a specific feature of the OS running on the Covered System, resolving an error condition as it relates to the Covered System, technical assistance with installation of the OS and related updates, information about the installation process, troubleshooting problems or failures during installation.
    • 8.3.2. Operating System Support excludes expertise and support for routine Operating System problems or for systems administration issues such as assistance with system administration tasks, administering user passwords and permissions, creation or configuration of virtual machines, import and export of virtual machines, troubleshooting and root cause of guest operating systems, system backup or snapshot procedures, creation of, troubleshooting or ongoing maintenance of data stores, storage management and maintenance activities
      including local disk storage, Storage Area Network (SAN) or Network attached Storage (NAS), network configuration & troubleshooting including virtual networking, isolating performance issues, system security settings and best practices.

9. Stratus Service Portal:

Stratus will provide you 24×7 access to the Stratus Service Portal, which is a web-based application that provides online, real-time case management and communication functionality. The Service Portal includes access to:

  • Base de conhecimento da Stratus
  • Perguntas frequentes
  • Tutoriais em vídeo sobre produtos
  • Correções de bugs
  • Documentos técnicos

10. Hardware Services:

10.1. Parts Replacement. Advanced Parts Exchange: We will use commercially reasonable efforts to provide same business day, pre-paid shipment of a replacement part for an automatic or telephone call-in Parts request that is received before 3:00 P.M local time. Restrictions may apply in certain countries. Replacement part shipments will include shipping material and a pre-paid freight bill for return of the defective part. You must return the defective part to us within fourteen (14) calendar days from the date of the Parts request, otherwise you will be billed and must pay us the Stratus list price for the replacement part(s) shipped. Stratus assumes all risk of loss or damage to Parts that are in transit to and, provided you properly packed them for transportation, from your location.
10.2. CRU Replacement: You must remove and install CRUs a) per the instructions provided with the replacement part; b) under the direction of the Stratus CAC; or c) under the direction of an Authorized Stratus Service Representative.

11. On-Site Services(applies to Hardware and AUL Software only):

A Stratus fornecerá suporte no local somente nas seguintes circunstâncias:

  • 11.1. Emergency On-Site Services:Stratus will provide emergency on-site service if the Product experiences a Critical problem and cannot be restored to operational status through remote support means.
  • 11.2. Next Business Day On-Site Services:Stratus will provide next business day on-site service if the Product experiences a Serious problem and cannot be restored to operational status through remote service means.
  • 11.3. Conditions for On-Site Hardware Services
    • 11.3.1. While Stratus is on-site, you must provide all reasonable assistance and cooperation and must allow Stratus to work without interruption or interference.
    • 11.3.2. Subject to Stratus’ reasonable judgment, on-site Services will be provided until such time as the Product is operational or if reasonable progress is being made.
    • 11.3.3. Work may be suspended if additional parts or resources are required.
    • 11.3.4. Any after-hours, weekend, holiday, and CRU on-site services requested by you will be provided at Stratus’ prevailing rates and other charges.
    • 11.3.5. Travel expenses incurred for traveling to and from your site located more than fifty (50) miles or eighty (80) kilometers from the nearest Stratus service center will be charged to you and must be paid within thirty (30) days of receipt of Stratus’ invoice.

12. Media Retention (Optional Service):

Você pode optar por não devolver os discos com falha à Stratus para substituição.

13. Renewal of Services:

A renovação do serviço ocorrerá automaticamente, a menos que seja rescindida anteriormente por qualquer uma das partes com pelo menos sessenta (60) dias de aviso prévio por escrito antes do vencimento do prazo atual.

  • 13.1.Reinstatement of Services. If Support has terminated because of non-renewal or non-payment, and you desire to reinstate Support, Stratus will reinstate such support only after completion of all the following:
    • 13.1.1.At your cost, update the Product to a service ready condition; and
    • 13.1.2.Pay Stratus: (a) all undisputed invoices, (b) the annual support fee for at least the next one-year period, and (c) the amount equal to what you would have paid Stratus for the period of time in which the Support has lapsed, and (c) a reinstatement fee.

14. End of Support Life for Supported Product:

No caso de a Stratus determinar que não mais apoiará um Produto, diz-se que esse Produto entra em um status de "Fim de Suporte" ou "EOS". Nesse caso, a Stratus fornecerá cento e oitenta dias (180) de aviso prévio por escrito. As obrigações da Stratus nos termos deste documento, com relação a qualquer um desses Produtos, terminarão com efeito na data especificada no aviso EOS e esse Produto deixará de ser um Produto Suportado.

15. Limitations and Exclusions:

Este Contrato tem duração e cobertura limitadas. Este Acordo se estende apenas ao comprador original do Sistema Coberto e apenas aos usos para os quais o Sistema foi projetado. A Stratus não é obrigada a reparar qualquer Sistema Coberto, subconjunto ou parte de componente que tenha sido danificado como resultado de: (i) incêndio, desastre natural, negligência, mau uso, abuso e guerra ou outros eventos ou causas de força maior, (ii) modificações não autorizadas, uso de equipamentos ou software não fornecidos pela Stratus, danos resultantes de considerações ambientais como energia elétrica, calor, frio ou umidade fora das especificações publicadas do produto, ou operação do Sistema Coberto em um modo diferente do modo totalmente redundante.

16. Limited Warranty:

  • 16.1. STRATUS WARRANTS THAT THE SERVICES WILL BE PROVIDED IN A GOOD AND WORKMAN LIKE MANNER.
  • 16.2. THE FOREGOING WARRANTIES ARE IN LIEU OF ALL OTHER REPRESENTATIONS, WARRANTIES, TERMS AND/OR CONDITIONS, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, SUITABLE QUALITY, AND FITNESS FOR A PARTICULAR PURPOSE. WE DO NOT WARRANT UNINTERRUPTED OR ERROR-FREE OPERATION OF A SYSTEM OR THAT ALL PRODUCT ERRORS OR DEFECTS WILL BE CORRECTED.

17. LIMITATION OF LIABILITY:

  • 17.1. IN NO EVENT SHALL STRATUS BE LIABLE FOR ANY SPECIAL, INDIRECT, PUNITIVE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OR LOSSES (INCLUDING WITHOUT LIMITATION LOSS OF USE, DATA, PROFIT OR BUSINESS), WHATEVER THE BASIS OF THE CLAIM OR ACTION (SUCH AS BREACH OF WARRANTY, CONDITION, CONTRACT, INFRINGEMENT OR TORT, INCLUDING WITHOUT LIMITATION STRICT LIABILITY AND NEGLIGENCE OR OTHER LEGAL THEORY) EVEN IF IT WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR SUCH DAMAGES WERE REASONABLY FORESEEABLE.
  • 17.2. TO THE MAXIMUM EXTENT PERMITTED BY LAW, STRATUS’ LIABILITY FOR DAMAGES OR LOSSES FOR ANY CAUSE WHATSOEVER, AND REGARDLESS OF THE BASIS OF THE CLAIM OR ACTION WILL BE LIMITED TO THE AMOUNT PAID TO STRATUS FOR THE SPECIFIC SERVICE OPTON COVERING THE PRODUCT(S) THAT CAUSED THE DAMAGES OR LOSSES. Because some states or countries do not allow a limitation on the duration of an implied warranty or the exclusion of incidental or consequential damages, the above limitations and/or exclusions may not apply to you.

18. General Terms:

  • 18.1. These terms and conditions together with all applicable Service Level descriptions constitute the entire agreement between you and Stratus regarding the subject matter hereof and supersedes all previous and contemporaneous written and oral representations, proposals, and
    communications, including, without limitation, the terms and conditions of any purchase order or other similar document.
  • 18.2. These terms and conditions and all transactions hereunder shall be governed by and enforced in accordance with the laws of the Commonwealth of Massachusetts without giving effect to the choice of law principles thereof.
  • 18.3. Location of Service: We will provide Maintenance Services only at the locations(s) specified upon purchase of a Service Level unless we
    agree otherwise, in writing.
  • 18.4. Except as otherwise specified in this Agreement, all Services required of Stratus under this Agreement shall be provided only during the hours of 9:00 A.M. to 5: 00 P.M, Segunda-feira through Sexta-feira, local time to the Covered System, excluding locally observed holidays.
  • 18.5. Assignment: Neither party may assign or transfer any of its rights or obligations under this Agreement without the prior written consent of the other party, which consent shall not be unreasonably withheld. Any attempt to make any such assignment or transfer without the other party’s express written consent will be deemed void. Notwithstanding the foregoing, either party may assign all of its rights and delegate
    all of its obligations hereunder to one of its affiliates or to the party that acquires all or substantially all of its assets.

A TABELA DE NÍVEIS DE SERVIÇO ESTÁ NA PRÓXIMA PÁGINA

Service Level Table:

Garantia total Garantia do sistema Suporte estendido à plataforma Suporte à plataforma§
Tempos de resposta dos serviços
Disponibilidade do Centro de Assistência ao Cliente 24×7 24×7 24×7 24×7
Crítico: é uma condição em que o Produto Suportado ou o ambiente operacional está substancialmente inoperante e ou impacta severamente a operação comercial do cliente e não existe nenhuma prevenção processual. Alguns exemplos incluem: o Produto Stratus ou os componentes do Software estão inoperantes, suspensos ou indisponíveis; um problema que resulta em corrupção ou perda de dados; desligamento ou reinicialização inesperados; e um grave problema de desempenho que resulta em instabilidade do aplicativo que afeta as operações comerciais.
Resposta inicial*** 30 minutos 1 hora 2 horas 2 horários comerciais locais
Remédio Efforts‡ Esforço de trabalho contínuo do engenheiro Esforço de trabalho contínuo do engenheiro Esforço de trabalho contínuo do engenheiro Esforço de trabalho contínuo do engenheiro
Grave: é uma condição na qual ocorrem problemas de funcionalidade ou desempenho do produto com vários graus de impacto nos negócios. Alguns exemplos incluem: perda de redundância devido a uma falha de software/hardware, o sistema está degradado, mas não é disruptivo (sem interrupção); licença de software/hardware expirada; problemas de desempenho transitórios.
Resposta inicial*** 2 horários comerciais locais 4 horas úteis locais 6 horas de expediente local 6 horas de expediente local
Esforços de remediação Durante o horário comercial local Durante o horário comercial local Durante o horário comercial local Durante o horário comercial local
Moderado: é uma condição em que a operação do Produto não é substancialmente afetada, mas requer atenção. Adequado para problemas de baixo impacto, perguntas sobre como fazer e problemas de desempenho de baixo impacto com uma solução alternativa.
Resposta inicial*** 8 horários comerciais locais 8 horários comerciais locais 8 horários comerciais locais 8 horários comerciais locais
Esforços de remediação Como acordado por Stratus* Como acordado por Stratus* Como acordado por Stratus* Como acordado por Stratus*
Menor: significa uso geral ou solicitações de informações, aprimoramentos ou modificações futuras do produto. Não há impacto sobre a qualidade, o desempenho ou a funcionalidade do Produto.
Resposta inicial*** 12 horários comerciais locais 12 horários comerciais locais 12 horários comerciais locais 12 horários comerciais locais
Esforços de remediação Como acordado por Stratus* Como acordado por Stratus* Como acordado por Stratus* Como acordado por Stratus*
Monitoramento remoto do sistema
Sistema de Monitoramento de Hardware Sim Sim Sim Sim
Monitoramento do sistema das principais falhas do sistema operacional Sim Sim Sim Sim
Sistema de Alarmes Gerados Sim Sim Sim Sim
Suporte de software
Suporte ao software da AUL Sim Sim Sim Sim
Atualizações de software da AUL Sim Sim Sim Sim
Determinação da causa raiz do software AUL Sim Sim Não Não
Windows / Red Hat Linux / VMware Operating System Support Sim Não disponível Não disponível Não disponível
Determinação da Causa Raiz do Sistema Operacional Sim Não disponível Não disponível Não disponível
Portal de Serviços 24×7 24×7 24×7 24×7
Reparo/substituição de peças
Advanced Parts Exchange**** – Delivery Próximo dia útil Próximo dia útil Próximo dia útil Próximo dia útil
On-Site Services§§
Serviço de emergência no local para problemas críticos Dentro de 24 horas Dentro de 24 horas Não disponível Não disponível
Next Business Day On-Site Services for Serious Problems Horário comercial local Horário comercial local Não disponível Não disponível
Retenção da mídia Optional*** Optional*** Optional*** Optional***
Uptime Guarantee† Sim Não Não Não
* Disponível somente durante o horário comercial local. O horário comercial local significa das 8:00 às 17:00 horas, horário local (excluindo feriados observados pela Stratus).
** Resposta inicial significa o tempo entre o recebimento da chamada e o início do trabalho.
*** Available for purchase with a Service Level.
****Applies to Stratus Supported Countries Only (see Supported Countries Table below).
† Consulte o Adendo de Garantia de Tempo de Atividade abaixo.
‡ Restauração do sistema para serviço/restauração de praticamente toda a funcionalidade do sistema.
§ Disponível somente em países selecionados.
§§ Applies to Hardware and AUL Software only.
PAÍSES APOIADOS
All European Union(European Free Trade Agreement Countries) Austrália Canadá
China Oriental Hong Kong Índia
Japão Nova Zelândia África do Sul
Cingapura Reino Unido Estados Unidos

The above list of countries is subject change. Please see https://www.stratus.com for any changes to the above list.

ADENDO À GARANTIA DE TEMPO DE ATIVIDADE

Eligibility: Coverage under this Guarantee is available only for Systems, for which Service coverage has been purchased under the Total Assurance Service Option, and only if coverage under this Guarantee was subscribed contemporaneously with and at the time of initial purchase of the Covered System.
1. Service Charge Credit
If the Covered System described in the Service Schedule fails as defined below (“System Failure”), the Customer will be entitled to a credit against future Service payments equivalent to one month’s Service charge for the affected Covered System.
2. General Conditions and Qualification
A System Failure occurs when a previously functioning Covered System becomes unavailable, rendering Customer’s users unable to use it, provided that:

  • The System Failure occurs during production use, not development use.
  • Coverage applies to Windows Server, Red Hat Linux, or VMware OS under the Total Assurance Service Option, only if failure results from Stratus Hardware, Stratus ftServer AUL Software, or Stratus-supported OS versions.
  • The Covered System must have been running in fully redundant mode immediately before the failure. Systems running in simplex mode are ineligible unless restored to redundancy.
  • Coverage applies only to the first instance of a problem on the initial affected Covered System.
  • Coverage does not apply to planned events, known defects, security/network outages, or force majeure events like fire, natural disaster, or misuse.

3. Stratus Responsibilities

  • Provide written or network-based notification of known conditions that may cause availability issues.
  • Schedule a meeting to discuss service credit eligibility when necessary.

4. Customer Responsibilities

  • Operate the system in fully redundant mode.
  • Determine if an availability issue occurred before requesting a service credit.
  • Implement within 14 days any required procedures, including software bug fixes, to maintain system availability.
  • Notify Stratus in writing within 30 days of a System Failure to claim a service credit, or the right to the credit is waived.