Documents

1. Agreement Overview

This Agreement outlines the Service Level Agreement (“SLA” or “Agreement” or “Service”) between BackBox Software LTD. (“BackBox”) and the Customer for providing support services on the BackBox Product (“Product”). The term “Customer” may refer to an approved, trained partner that has been agreed to provide support services by BackBox.

This Agreement is valid for Customers through the end date specified on the BackBox license Certificate which is supplied by BackBox upon order. A valid BackBox License is required for the Product to function.

This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Objectives

The objectives of this Agreement are to:

• Provide clear ownership, accountability, roles, and responsibilities.
• Present clear, concise, and measurable product support and services.

3. Service Level Item Descriptions

3.1 Standard SLA Items

3.2 Premium SLA Items

4. Service Agreement

The following parameters of the SLA outline the responsibility of BackBox and the Customer.

4.1 Priority

BackBox prioritizes requests into one of the following categories.

• Priority 1 - No automation is performed; no backup files can be retrieved (High)
• Priority 2 - BackBox is operational, some backups failing (Medium)
• Priority 3 - BackBox is operational, configuration problem (Medium). These are typically requests for assistance with device additions, out-of-the-box script changes, configuration, platform settings, creating new device backups, updating existing backup types, and Normal Business customization requests. (Medium)
• Priority 4 - BackBox is operational, backups and configurations working. These are typically feature requests or requests for Professional Services customizations. (Low)

All requests are given a Priority of 3 unless otherwise specified. BackBox and Customer will mutually agree on Priority 1 and 2.

Priority will determine Targeted Response and Targeted Resolution times begin when the issue is clearly defined and the resolution to the issue is clearly understood.

4.2 SLA Response

Customers can purchase one of the following SLAs. The SLAs may be modified at any time by BackBox without notification to, or consent of, the Customer. Modifications become effective immediately upon the first access or use of the Service.

*Note: Legacy SLAs of Bronze transfer to the Standard SLA. Legacy SLAs of Silver, Gold, and Platinum transfer as Premium SLA.

BackBox will acknowledge and respond to new cases within the Response Time associated with the purchased SLA for the maintenance term. BackBox assumes no penalties for missed SLA acknowledgement by Partners providing support to their customers.

4.3 Resolution

For issues deemed Priority 1 or 2 where it is determined the issue resides solely with the BackBox Product, and BackBox can provide resolution to the issue through a reboot, script, patch, or upgrade to the Product or component, BackBox will adhere to temporary or permanent resolution of the issue under the following Targeted Resolution times.

BackBox logs are required to investigate Root Cause.

• P1 – Dedicated resources will be made available to Customer to resolve the issue via an acceptable workaround or patch.
  • These issues are typically resolved by a reboot of the BackBox instance, or reset of a process, or a password change.
  • Examples include the inability to login to the BackBox UI, changes to SSO privileges, or network route changes.
  • The average resolution time is < 2 business hours, usually obtained by an acceptable workaround followed by a patch.
  • Customers must provide personnel and screen share access to BackBox.
• P2 – Dedicated resources will be made available to Customer to resolve the issue via workaround or patch.
  • These issues can be service impacting and typically involve more time to troubleshoot or investigate.
  • Examples are firewall, switch, or routers that have been updated to new firmware or OS levels, device vendor changes that need research, or vulnerabilities. They are resolved by updating a job or task, making a configuration change to the BackBox instance, or upgrading to a newer version of BackBox.
  • The average resolution time is less than 5 business days, depending on customer operations teams, device vendor responses, and BackBox testing time.
  • Customers must provide personnel and screen share access to BackBox.
• P3 – Resolution will be conducted by BackBox during their normal course of business.
  • These issues do not typically impact service.
  • Examples include general questions on how to use features, expected results, help with jobs and tasks, and log interpretation. They are resolved by configuration changes to a job or task or upgrading to a newer version of BackBox.
  • The average resolution time is less than 15 business days.
  • Customers must provide personnel and screen share access to BackBox.
• P4 – Resolution will be conducted by BackBox during their normal course of business.
  • These issues are typically feature requests that do not impact service, but rather productivity. They are resolved by Feature Requests that BackBox Product evaluates. There is no commitment that these will be permanently resolved.
  • There is no guarantee or average resolution time.
  • Customers must provide personnel and screen share access to BackBox.

4.4 Uptime

BackBox is an on-premises application that is dependent on the installation environment, network, monitoring, and adherence to Best Practices. BackBox uptime is typically greater than 99.9%.

4.5 Support Availability

BackBox’s “Normal Business Hours”, excluding published holidays, are:

Customers are encouraged to self-serve by reviewing the BackBox Knowledge Base prior to contacting BackBox for Product Support. The Knowledge Base is located at https://support.backbox.com and is available 24x7x365 for all Customers. If no solution can be found in the Knowledge Bases, Product Support can be obtained through the methods listed in section 4.8 Contacting Support.

To view, submit, or update cases, Customers need a Support Portal login. The Support Portal requires registration and login approval at BackBox’s sole discretion. Support Portal logins can be obtained by submitting an email to support@backbox.com.

Case response and resolution will be provided by BackBox in accordance with the SLA purchased by the Customer in accordance with section 4.2 SLA Response and 4.3 Resolution.

Customers that require 24x7x365 support must purchase a Premium SLA. Customers that purchase a Premium SLA may contact support via telephone 24x7x365 and are encouraged to submit a follow up case via email for P1 or P2 issues.

Customers with a Standard SLA are entitled to phone support during Normal Business Hours covered in this section.

4.6 Knowledge Base

Customers are permitted and encouraged to access the BackBox Support Portal Knowledge Base located at https://support.backbox.com. The Support Portal requires registration and login approval at BackBox’s sole discretion. Support Portal logins can be obtained by submitting an email to support@backbox.com.

Access to Knowledge Articles and general information does not require a Support Portal login. Viewing cases and downloading scripts intended for Customers does require a Support Portal login.

4.7 Product Support

Product Support includes:

• Issue triaging and defect fixes.
• Implementation assistance with out-of-the-box functionality.
• Access to subject matter expertise, documents, and videos.
• Remote screenshare sessions initiated by the Customer.

All reported support issues will be tracked with a “Case Number”.

Product Support may include Professional Services if the Customer is covered under a Premium Service Agreement. Otherwise, all services are billable at the current, published rates.

4.8 Contacting Support

Customers may contact BackBox for assistance using the following methods:

• Telephone support – 1-833-BACKBOX (1-833-222-5269)
  • All customers may contact BackBox via telephone during Normal Business Hours. These calls may be queued.
  • Premium SLA Customers may contact BackBox 24x7x365 for Priority 1 and 2 issues.
  • Regardless of the SLA, Customers that contact BackBox for Priority 1 and 2 issues must follow up with an email to support@backbox.com so the issue can be properly tracked and communicated.
• Email support – support@backbox.com
  • Customer may submit a support case via email 24x7x365.
  • Response times will be in accordance with the purchased SLA.
  • For Priority 1 or Priority 2 issues, Customers are encouraged to also call the number listed above.
• Community Based Support Portal Support – https://support.backbox.com
  • Customer may submit a support case via the BackBox Support Portal 24x7x365.
  • Response times will be in accordance with the purchased SLA.
  • For Priority 1 or Priority 2 issues, Customers are encouraged to also call the number listed above.

When contacting BackBox for assistance, Customers are encouraged to provide as much detail as possible, but nothing less than:

• Contact information that identifies the customer
• Brief Description of the issue (Subject)
• Detailed Description of the issue
• Troubleshooting Actions Taken
• Pertinent Error Messages and Screenshots
• Log files from the components that are exhibiting the issue
• Best contact methods and times

All efforts will be made to resolve the issue without accessing the Customer environment, however, Customers should be prepared to allow remote access to the Product for BackBox to investigate the issue within the Customer environment using modern remote-control products, for example Zoom.

4.9 Product Updates

All Customers with a valid maintenance agreement and purchased license are entitled to new releases, upgrades, and patches.

BackBox will release product updates that will include the following:

1. Major Versions include new capabilities and features that bring added value to the existing BackBox software.
2. Minor Versions may include existing feature enhancements, updated automation operations:
   1. Bug fixes
   2. New backup/recovery scripts for new Vendors, Products or Versions
   3. New IntelliChecks Signatures
   4. New Task Automations
3. Security Updates include vulnerability fixes (“CVE”) related updates to existing distributions installed on the BackBox servers on-premises in customer environments.

All product updates can be downloaded from the BackBox website and are intended to be Customer installable:

https://backbox.com/resources/product-downloads/

For issues deemed Priority 1 or 2 where it is determined the issue resides solely with the Product, and BackBox can provide reasonable resolution to the issue through the Product, BackBox will provide a fix or a patch as quickly as possible.

4.10 Customer Requirements

Customer responsibilities and requirements include:

• A valid Maintenance Contract.
• Payment for all support costs at the agreed interval.
• Availability of customer representative(s) when resolving a service-related incident or request.
• Remote access to the BackBox Product via screen share.

4.11 Service Provider Requirements (MSP, MSSP)

BackBox provides support to MSPs and MSSPs under the same service levels as Customers. For MSPs and MSSPs responsible for primary support to their end user customers, Service Provider responsibilities and/or requirements in support of this Agreement include:

• Meeting response times associated with service-related incidents.
• Communication with the Customer.
• Appropriate notification to Customer for renewals, upgrades, and new releases.

5. Escalation

Should a customer need to escalate a P1 or P2 issue, or if they are not satisfied with their BackBox experience, they are encouraged to use reach out to esalations@backbox.com. Rest assured, the Support Engineer that responds to the case will assist in helping connect you with the appropriate resources and level within BackBox.