Stratus ftServer^™ Allgemeine Geschäftsbedingungen für Dienstleistungen

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. Definitionen:

2. System Eligibility:

Systeme, die innerhalb von 90 Tagen nach dem Datum der Erstauslieferung des Systems in Betrieb genommen werden, sind automatisch durch diese Vereinbarung abgedeckt. Systeme, die nach dieser 90-Tage-Frist in Betrieb genommen werden, müssen zunächst von Stratus oder einem autorisierten Kundendienstvertreter als betriebsbereit inspiziert und zertifiziert werden. Eine solche Inspektion und Zertifizierung geht zu Ihren Lasten und basiert auf den zu diesem Zeitpunkt gültigen Tarifen von Stratus. Alle Arbeiten, die erforderlich sind, um das System in einen betriebsbereiten Zustand zu versetzen, gehen ebenfalls zu Ihren Lasten.

3. Your Responsibilities:

Sie verpflichten sich, alles Folgende zu tun:

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:

Vorbehaltlich des erworbenen Service-Levels, der in der nachstehenden Tabelle beschrieben ist, können Sie Probleme telefonisch oder über das Service-Portal Stratus an Stratus eskalieren, und zwar auf der Grundlage der folgenden Punkte:

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.
  • Anti-Virus und Malware-Erkennung.

8. Software Support:

Stratus stellt technischen Support zur Verfügung, der gegebenenfalls auch Produkt-Updates und Upgrades umfasst. Stratus bemüht sich in wirtschaftlich vertretbarem Umfang, je nach Schwere des Problems und in Übereinstimmung mit dem erworbenen Service-Level, wie in der nachstehenden Service-Level-Tabelle angegeben, zu reagieren. Der Software-Support bezieht sich auf die jeweils aktuell unterstützte Version der unterstützten Software. Die Lösung von Problemen kann in der Bereitstellung eines Workarounds, einer Korrektur oder eines Upgrades bestehen. In Fällen, in denen eine Problemlösung nicht möglich ist, kann ein Upgrade auf eine neuere Version des Produkts erforderlich sein.

• 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
  

  Betriebssystem	Total Assurance	Andere Service-Levels
  Windows oder Red Hat Linux oder 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:

• Stratus' Wissensbasis
• Häufig gestellte Fragen
• Video-Tutorials zu Produkten
• Fehlerbehebungen
• Technische Dokumente

10. Hardware Services:

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

Stratus wird nur unter den folgenden Umständen Unterstützung vor Ort leisten:

• 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):

Sie können sich dafür entscheiden, ausgefallene Festplatten nicht zum Austausch an Stratus zu schicken.

13. Renewal of Services:

Der Service verlängert sich automatisch, wenn er nicht von einer der Parteien mit einer Frist von mindestens sechzig (60) Tagen vor Ablauf der aktuellen Laufzeit schriftlich gekündigt wird.

• 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:

Für den Fall, dass Stratus beschließt, ein Produkt nicht mehr zu unterstützen, wird dieses Produkt als "End of Support" oder "EOS" eingestuft. In einem solchen Fall wird Stratus dies einhundertachtzig Tage (180) vorher schriftlich mitteilen. StratusDie Verpflichtungen von in Bezug auf ein solches Produkt enden zu dem in der EOS-Benachrichtigung angegebenen Datum, und das Produkt wird nicht länger unterstützt.

15. Limitations and Exclusions:

Diese Vereinbarung ist von begrenzter Dauer und Deckung. Diese Vereinbarung gilt nur für den ursprünglichen Käufer des Abgedeckten Systems und nur für Verwendungszwecke, für die das System entwickelt wurde. Stratus ist nicht verpflichtet, ein Abgedecktes System, eine Unterbaugruppe oder ein Bauteil zu reparieren, das durch folgende Umstände beschädigt wurde: (i) Feuer, Naturkatastrophen, Vernachlässigung, Missbrauch, Krieg oder andere Ereignisse oder Ursachen höherer Gewalt, (ii) unautorisierte Modifikationen, Verwendung von nicht vonStratus gelieferten Geräten oder Software, Schäden aufgrund von Umwelteinflüssen wie Strom, Hitze, Kälte oder Feuchtigkeit außerhalb der veröffentlichten Produktspezifikationen oder Betrieb des Abgedeckten Systems in einem anderen als dem vollständig redundanten Modus.

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, Montag through Freitag, 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.

DIE TABELLE DER LEISTUNGSSTUFEN FINDEN SIE AUF DER NÄCHSTEN SEITE.

Service Level Table:

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

ZUSATZ ZUR BETRIEBSZEITGARANTIE

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.