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. 1. Definiciones:
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:
Los sistemas puestos en servicio en un plazo de 90 días a partir de la fecha de envío inicial del sistema tienen automáticamente derecho a la cobertura de este Contrato. Los sistemas puestos en servicio después de este período de 90 días deben ser inspeccionados y certificados por Stratus o su representante de servicio autorizado como listos para el servicio. Dicha inspección y certificación correrá a cargo del cliente según las tarifas vigentes en ese momento en Stratus. Cualquier trabajo necesario para que el sistema esté listo para el servicio también correrá a su cargo.
3. Your Responsibilities:
Usted se compromete a hacer todo lo siguiente:
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:
Sujeto al Nivel de Servicio contratado descrito en la tabla siguiente, puede escalar Problemas a Stratus por teléfono o a través del Portal de Servicio Stratus basándose en lo siguiente:
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:
- Stratus proporciona soporte de escalada en los productos soportados a través del portal de servicio 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.
- Detección de antivirus y malware.
8. Software Support:
Stratus proporcionará soporte técnico que incluirá, cuando proceda, Actualizaciones y Mejoras del Producto. Stratus hará todo lo comercialmente razonable para responder, basándose en la gravedad del problema y de acuerdo con el Nivel de Servicio adquirido, tal y como se indica en la Tabla de Nivel de Servicio que figura a continuación. El Soporte de Software se aplica a la versión actualmente soportada del Software soportado. La resolución de problemas puede consistir en la provisión de una solución provisional, una corrección o una actualización. Puede ser necesaria una actualización a una versión posterior del Producto en los casos en que no sea posible una solución.
- 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 operativo Garantía Total Otros niveles de servicio Windows
o
Red Hat Linux
o
VMwareService 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' base de conocimientos
- Preguntas más frecuentes
- Videotutoriales de productos
- Corrección de errores
- 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):
Stratus sólo prestará asistencia in situ en las siguientes circunstancias:
- 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):
Puede optar por no devolver los discos defectuosos a Stratus para su sustitución.
13. Renewal of Services:
La renovación del servicio se producirá automáticamente, a menos que cualquiera de las partes lo dé por terminado antes de que transcurran al menos sesenta (60) días de aviso por escrito antes de la expiración del plazo actual.
- 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:
En el caso de que Stratus determine que dejará de prestar soporte a un Producto, se dice que dicho Producto entra en un estado de "Fin de soporte" o "EOS". En tal caso, Stratus lo notificará por escrito con ciento ochenta días (180) de antelación. StratusLas obligaciones de en virtud del presente Acuerdo, con respecto a cualquiera de dichos Productos, finalizarán a partir de la fecha especificada en el aviso de EOS y dicho Producto dejará de ser un Producto soportado.
15. Limitations and Exclusions:
El presente Contrato tiene una duración y una cobertura limitadas. Este Contrato se extiende sólo al comprador original del Sistema Cubierto y sólo a los usos para los que el Sistema fue diseñado. Stratus no está obligado a reparar ningún Sistema Cubierto, subconjunto o componente que haya sido dañado como consecuencia de: (i) incendio, desastre natural, negligencia, uso indebido, abuso y guerra u otros sucesos o causas de fuerza mayor, (ii) modificaciones no autorizadas, uso de equipos o software no suministrados porStratus , daños resultantes de consideraciones medioambientales como energía eléctrica, calor, frío o humedad fuera de las especificaciones publicadas del producto, o funcionamiento del Sistema cubierto en un modo distinto al 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, Lunes through Viernes, 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.
LA TABLA DE NIVELES DE SERVICIO FIGURA EN LA PÁGINA SIGUIENTE
Service Level Table:
| Garantía Total | Garantía del sistema | Plataformas ampliadas | Plataforma de apoyo§ | |
| Tiempos de respuesta del servicio | ||||
| Disponibilidad del Centro de Asistencia al Cliente | 24×7 | 24×7 | 24×7 | 24×7 |
| Crítico: es una situación en la que el Producto soportado o el entorno operativo es sustancialmente inoperable o afecta gravemente al funcionamiento de la empresa del cliente y no existe ningún procedimiento para evitarlo. Algunos ejemplos son: Stratus El producto o los componentes de software no funcionan, se bloquean o no están disponibles; un problema que provoca la corrupción o la pérdida de datos; un apagado o reinicio inesperado; y un problema grave de rendimiento que provoca la inestabilidad de la aplicación y afecta a las operaciones empresariales. | ||||
| Respuesta inicial** | 30 minutos | 1 hora | 2 horas | 2 horas de negocio local |
| Remedio Efforts‡ | Esfuerzo de ingeniería en curso | Esfuerzo de ingeniería en curso | Esfuerzo de ingeniería en curso | Esfuerzo de ingeniería en curso |
| Grave: es una situación en la que se experimentan problemas de funcionalidad o rendimiento del producto con diversos grados de impacto en la empresa. Algunos ejemplos son: pérdida de redundancia por un fallo de software/hardware; el sistema se degrada pero no se interrumpe (no hay interrupción); licencia de software/hardware caducada; problemas transitorios de rendimiento. | ||||
| Respuesta inicial** | 2 horas de negocio local | 4 horas laborables locales | 6 horas laborables locales | 6 horas laborables locales |
| Esfuerzos correctivos | Durante las horas de trabajo locales | Durante las horas de trabajo locales | Durante las horas de trabajo locales | Durante las horas de trabajo locales |
| Moderado: es una situación en la que el funcionamiento del producto no se ve afectado sustancialmente, pero requiere atención. Adecuado para problemas de bajo impacto, preguntas sobre cómo hacerlo y problemas de rendimiento de bajo impacto con una solución. | ||||
| Respuesta inicial** | 8 horas de negocio local | 8 horas de negocio local | 8 horas de negocio local | 8 horas de negocio local |
| Esfuerzos correctivos | Según lo acordado por Stratus* | Según lo acordado por Stratus* | Según lo acordado por Stratus* | Según lo acordado por Stratus* |
| Menor: significa uso general o solicitudes de información, futuras mejoras o modificaciones del producto. No afecta a la calidad, el rendimiento o la funcionalidad del producto. | ||||
| Respuesta inicial** | 12 horas de negocios locales | 12 horas de negocios locales | 12 horas de negocios locales | 12 horas de negocios locales |
| Esfuerzos correctivos | Según lo acordado por Stratus* | Según lo acordado por Stratus* | Según lo acordado por Stratus* | Según lo acordado por Stratus* |
| Supervisión remota del sistema | ||||
| El sistema de monitoreo del hardware | Sí | Sí | Sí | Sí |
| Supervisión de los principales fallos del sistema operativo | Sí | Sí | Sí | Sí |
| Alarmas generadas por el sistema | Sí | Sí | Sí | Sí |
| Soporte de software | ||||
| Soporte de software AUL | Sí | Sí | Sí | Sí |
| Actualizaciones del software AUL | Sí | Sí | Sí | Sí |
| Determinación de la causa raíz del software AUL | Sí | Sí | No | No |
| Windows / Red Hat Linux / VMware Operating System Support | Sí | No disponible | No disponible | No disponible |
| Determinación de la causa raíz del sistema operativo | Sí | No disponible | No disponible | No disponible |
| Portal de servicios | 24×7 | 24×7 | 24×7 | 24×7 |
| Reparación/sustitución de piezas | ||||
| Advanced Parts Exchange**** – Delivery | Siguiente día laborable | Siguiente día laborable | Siguiente día laborable | Siguiente día laborable |
| On-Site Services§§ | ||||
| Servicio de emergencia in situ para problemas críticos | En 24 horas | En 24 horas | No disponible | No disponible |
| Next Business Day On-Site Services for Serious Problems | Horario comercial | Horario comercial | No disponible | No disponible |
| Retención de medios de comunicación | Optional*** | Optional*** | Optional*** | Optional*** |
| Uptime Guarantee† | Sí | No | No | No |
| * Disponible sólo en horario comercial local. Por horario comercial local se entiende de 8.00 a 17.00, hora local (excepto los días festivos observados en Stratus ). | ||||
| ** Por respuesta inicial se entiende el tiempo transcurrido desde la recepción de la llamada hasta el inicio de los trabajos. | ||||
| *** Available for purchase with a Service Level. | ||||
| ****Applies to Stratus Supported Countries Only (see Supported Countries Table below). | ||||
| † Consulte el Anexo de Garantía de Tiempo de Actividad más abajo. | ||||
| ‡ Restauración del sistema al servicio/restauración de sustancialmente toda la funcionalidad del sistema. | ||||
| § Sólo disponible en algunos países. | ||||
| §§ Applies to Hardware and AUL Software only. | ||||
| PAÍSES APOYADOS | ||
| All European Union(European Free Trade Agreement Countries) | Australia | Canadá |
| China del Este | Hong Kong | India |
| Japón | Nueva Zelanda | Sudáfrica... |
| Singapur | 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.
ADENDA DE GARANTÍA DE DISPONIBILIDAD
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.