Microsoft Word - Plex Customer Care Plans 12.7 | Rockwell Automation | Plex

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Plex Customer Care Plans

Plex Customer Care Plans. Plex provides three Customer Care Plans:

 The Plex Silver Customer Care Plan (the “Silver Plan”);

 The Plex Gold Customer Care Plan (the “Gold Plan”); and

 The Plex Platinum Customer Care Plan (the “Platinum Plan” and, together with Silver Plan and the Gold Plan, the “Plex CarePlans”).

The Silver Plan will be provided to Customer at no additional charge while the Gold Plan and Platinum Plan provide enhanced support and are available for an additional Fee.

The Plex Support Portal (PSP) support infrastructure provides live technical and support services to Customer as part of the Plex Customer Care Plan and is available via a toll-free number during Plex’s normal business hours -- Monday through Friday, excluding holidays observed by Plex (as further described in the “Telephone Support” section below). The PSP can also be accessed online where support requests can be submitted by Customer on a 24/7/365 basis (as further described in the “Trouble Ticket” section below).

For the purposes of the descriptions below, the term “Services” includes the Cloud Services, Professional Services, and/or Technical Services.

The Silver Plan

Customer Support.

The PSP is available to Your “Authorized Contacts” (as described in “Authorized Contacts” section below) for support related to the use of the Cloud Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Silver Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

 Providing detailed guidance related to and/or changing Your configuration of the Services;

 Customer or User training related to usage of the Services;

 Integration or use of non-Plex products, software, technologies and/or services related to or with the Services; and

 Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts.

“Authorized Contacts” are Your designated personnel who will serve as Your primary liaison with Plex for all support issues.

Under the Silver Plan, Customer can designate up to two (2) Authorized Contacts. Customer may be charged an additional Fee for Authorized Contacts in excess of two (2). Authorized Users may also be designated to receive assistance from Customer Support.

“Case Team Contacts” are Users who have been added by Authorized Contacts to an existing Case (as described in the “Trouble Tickets” section below) as members of the team who are authorized to work with Plex and the Authorized Contact on the Case. The “Responsibilities of Authorized Contacts” and “Obligations of Customer Regarding Its Authorized Contacts” sub-sections below describe additional obligations for Authorized Contacts and Customer regarding support.

Responsibilities of Authorized Contacts. Authorized Contacts shall be responsible for:

 Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets;

 Developing and deploying troubleshooting processes within Your organization; and

 Resolving password reset, username and lockout issues for Users.

Obligations of Customer Regarding Its Authorized Contacts. Customer shall ensure that Authorized Contacts:

 Have completed, at a minimum, either (1) Plex Boot Camp instructor-led training; or (2) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.

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Your Obligations for Support

Initial User Support Responsibility. Customer will be responsible for providing initial support to its Users, including:

Your Information, Access and Resource Availability.

Trouble Tickets. The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as further described in the “Categories” and “Targeted Response Times” sections below).

Except for Category 1 – Critical issues, only Authorized Contacts may submit trouble tickets and other support requests to Plex. Any Authorized Contact or User may submit a trouble ticket for a Category PCategory1.

Logging of Trouble Tickets. Trouble tickets may be submitted/logged as follows:

Assistance with Non-Trouble Ticket Issues. For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Your system administrator. For assistance with usernames and lockouts, Users should contact their system administrator. For security reasons, the Services do not provide contact information for Your system administrators.

Telephone Support. Telephone support in English is available on a 24x7 basis for Category P1 issues (as described in the “Trouble Ticket” section below). Category P1 cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number is 855-PLEX-800 (855.753.9800).

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Reproducing Errors. Plex must be able to reproduce errors with an unmodified version of the Services being accessed in order to resolve them. Customer agrees to cooperate and work closely with Plex to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested.

Categories and Response Times. Reproducible errors that cannot promptly be resolved will be escalated to higher support levels for further investigation and analysis. Issues will be generally categorized and handled according to an assigned Category. Each Category will be associated with a Targeted Response Time.

Categories. The Categories are described as follows in the table below:

Category Description

P1 Critical production issue affecting all Users, including unavailability and data integrity issues with no workaround available – critical impact to shipping or production.

P2 Product functionality severely degraded – severe impact to business operations

P3 General errors/issues – product impaired however business operations remain functional.

P4 Basic information or assistance with Plex products – little to no impact on business operations.

Targeted Response Times. Plex will use commercially reasonable efforts to respond to each logged trouble ticket within the applicable response time described in the table below, depending on the Category assigned to the case.

Category Target Initial Response Time

P1 1 hour*

P2 24 hours**

P3 48 hours**

P4 5 Business Days**

* Category P1 – Critical target initial response time of one (1) hour, including weekends and holidays. Plex will work to resolve the issue on a 24 hours X 7 days a week basis until temporary repair or workaround is in place and will proceed diligently thereafter to provide further corrective action if required.

** Categories - P2, P3, and P4 target initial response times exclude weekends and holidays observed by Plex.

Additional Services. Additional assistance and services outside the scope of the Silver Plan, including if Customer needs Plex to address issues unique to Your operating environment, business, or Customer Data, are available to Customer through the purchase of Professional or Technical Services offered by Plex.

Changes to the Silver Plan. Plex may change the Silver Plan from time to time in Plex’s sole discretion. Plex may also update the toll-free telephone number and/or trouble ticket contacts or procedures by providing Customer with notice through the Services or in writing.

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The Gold Plan

Customer Support. The PSP is available to Your “Authorized Contacts” (as described in “Authorized Contacts” section below) for support related to the use of the Cloud Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Gold Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

 Providing detailed guidance related to and/or changing Your configuration of the Services;

 Customer or User training related to usage of the Services;

 Integration or use of non-Plex products, software, technologies and/or services related to or with the Services; and

 Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts. “Authorized Contacts” are Your designated personnel who will serve as Your primary liaison with Plex for all support issues. Under the Gold Plan, Customer can designate up to four (4) Authorized Contacts. Customer may be charged an additional Fee for Authorized Contacts in excess of four (4). Authorized Users may also be designated to receive assistance from Customer Support.

“Case Team Contacts” are Users who have been added by Authorized Contacts to an existing Case (as described in the “Trouble Tickets” section below) as members of the team who are authorized to work with Plex and the Authorized Contact on the Case. The “Responsibilities of Authorized Contacts” and “Obligations of Customer Regarding Its Authorized Contacts” sub-sections below describe additional obligations for Authorized Contacts and Customer regarding support.

Responsibilities of Authorized Contacts. Authorized Contacts shall be responsible for:

 Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets;

 Developing and deploying troubleshooting processes within Your organization; and

 Resolving password reset, username and lockout issues for Users.

Obligations of Customer Regarding Its Authorized Contacts. Customer shall ensure that Authorized Contacts:

 Have completed, at a minimum, either the (1) Plex Boot Camp instructor-led training; or (2) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.

 Have completed any supplemental training appropriate for the Authorized Contact’s specific role and Your usage of the Services;

 Are knowledgeable about the Services subscribed to by Customer in order to assist Plex with analyzing and resolving, technical issues; and

 Have a basic understanding of any problem that is the subject of a trouble ticket, as well as have the ability to reproduce the problem in order to assist Plex in diagnosing and solving it.

Your Obligations for Support

Initial User Support Responsibility. Customer will be responsible for providing initial support to its Users, including:

 Providing direct responses to any User(s) with respect to inquiries concerning the performance, functionality and/or operation of the Services;

 Providing direct responses to any User(s) with respect to problems or issues with the Services;

 Diagnosing any problems or issues with the access to or use of the Services; and

 Attempting to resolve any problems or issues with access to or use of the Services

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Your Information, Access and Resource Availability.

 Necessary Information and Access. When submitting trouble tickets or other requests to Customer Service online through the PSP or via Plex’s toll-free number, the Authorized Contact or User, as applicable, will be responsible for (and must be capable of) providing Plex with all information and access to Your resources as reasonably required in order for Plex to provide the requested technical assistance.

 Category P1. Customer shall ensure that an Authorized Contact or a User (with at a least basic understanding of the problem that is the subject of the support request) will be available on a 24x7 basis to provide prompt and responsive assistance until such Category P1 issue is resolved. Plex shall be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Your failure to perform and/or satisfy these obligations.

Trouble Tickets.

The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as further described in the “Categories” and “Targeted Response Times” sections below).

Except for Category P1 , only Authorized Contacts may submit trouble tickets and other support requests to Plex.

Any Authorized Contact or User may submit a trouble ticket for a Category P1.

Logging of Trouble Tickets. Trouble tickets may be submitted/logged as follows:

 By any User or Authorized Contact. A User or Authorized Contact may log a trouble ticket with Customer Support for a Category P1 issue immediately via Plex’s toll-free number or online.

 By Authorized Contacts Only. An Authorized Contact may log a trouble ticket with Customer Support for all other Category issues (i.e., P2, P3, or P4)) using the PSP online ticketing system. After logging in, the Authorized Contact should provide the requested information and then click “Submit”.

Assistance with Non-Trouble Ticket Issues.

For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Your system administrator.

For assistance with usernames and lockouts, Users should contact their system administrator.

For security reasons, the Services do not provide contact information for Your system administrators.

Telephone Support.

Telephone support in English is available on a 24x7 basis for Category P1 (as described in the “Trouble Ticket” section below). Category P1 cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number is 855-PLEX-800 (855.753.9800).

Categories. The Categories are described as follows in the table below:

CategoryDescription

P1 Critical production issue affecting all Users, including unavailability and data integrity issues with no workaround available – critical impact to shipping or production.

P2 Product functionality severely degraded – severe impact to business operations.

P3 General errors/issues – product impaired however business operations remain functional.

P4 Basic information or assistance with Plex products – little to no impact on business operations.

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Targeted Response Times.

Plex will use commercially reasonable efforts to respond to each logged trouble ticket within the applicable response time described in the table below, depending on the Category assigned to the case.

Category

Target Initial Response Time

P1 1 hour*

P2 12 hours**

P3 24 hours**

P4 48 hours**

* Category P1 target initial response time of one (1) hour, including weekends and holidays. Plex will work to resolve the issue on a 24 hours X 7 days a week basis until temporary repair or workaround is in place and will proceed diligently thereafter to provide further corrective action if required.

** Categories - P2, P3 and P4 target initial response times exclude weekends and holidays observed by Plex.

Support Services Review.

On a quarterly and annual basis, a Technical Account Manager will conduct a review of open and closed trouble tickets and Cases for that quarter or year, as applicable. The review will include, but is not limited to:

• Basic/overall status of any open trouble tickets or requests;
• Priority of remaining open trouble tickets or requests; and
• If there have been any requests for the provision of Professional Services, the quarterly and annual review will include an update on hours used and hours remaining; and
• Testing status and closure of trouble tickets.

Plex Mentoring Sessions.

Plex Mentoring Sessions are detailed sessions on the capabilities and features of PLEX to help provide Users with practical guidance on the effective use of PLEX. The sessions cover how-to questions, design and configuration assistance, tips and techniques, and individual customized training. Sessions are scheduled in thirty 30 minute blocks. The Gold Plan includes up to four (4) Mentoring Sessions per month. Plex Mentoring Sessions may not be used for any Professional Services. Plex Mentoring Sessions credits may not be carried over or applied for use in any future months (i.e., use it or lose it).

Additional Services.

Additional assistance and services outside the scope of the Gold Plan, including if Customer needs Plex to address issues unique to Your operating environment, business, or Customer Data, are available to Customer through the purchase of Professional or Technical Services offered by Plex.

Changes to the Gold Plan.

Plex may change the Gold Plan from time to time in Plex’s sole discretion. Plex may also update the toll-free telephone number and/or trouble ticket contacts or procedures by providing Customer with notice through the Services or in writing.

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The Platinum Plan

Customer Support. The PSP is available to Your “Authorized Contacts” (as described in “Authorized Contacts” section below) for support related to the use of the Cloud Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Platinum Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

• Providing detailed guidance related to and/or changing Your configuration of the Services;

• Customer or User training related to usage of the Services;

• Integration or use of non-Plex products, software, technologies and/or services related to or with the Services; and

• Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts. “Authorized Contacts” are Your designated personnel who will serve as Your primary liaison with Plex for all support issues. Under the Platinum Plan, Customer can designate up to six (6) Authorized Contacts. Customer may be charged an additional Fee for Authorized Contacts in excess of six (6). Authorized Users may also be designated to receive assistance from Customer Support.

Responsibilities of Authorized Contacts. Authorized Contacts shall be responsible for:

• Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets;

• Developing and deploying troubleshooting processes within Your organization; and

• Resolving password reset, username and lockout issues for Users.

Obligations of Customer Regarding Its Authorized Contacts. Customer shall ensure that Authorized Contacts:

• Have completed, at a minimum, either the (1) Plex Boot Camp instructor-led training; or (2) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.

• Have completed any supplemental training appropriate for the Authorized Contact’s specific role and Your usage of the Services;

• Are knowledgeable about the Services subscribed to by Customer to assist Plex with analyzing and resolving, technical issues; and

• Have a basic understanding of any problem that is the subject of a trouble ticket, as well as have the ability to reproduce the problem in order to assist Plex in diagnosing and solving it.

Your Obligations for Support

Initial User Support Responsibility. Customer will be responsible for providing initial support to its Users, including:

• Providing direct responses to any User(s) with respect to inquiries concerning the performance, functionality and/or operation of the Services;

• Providing direct responses to any User(s) with respect to problems or issues with the Services;

• Diagnosing any problems or issues with the access to or use of the Services; and

• Attempting to resolve any problems or issues with access to or use of the Services

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Your Information, Access and Resource Availability. Customer shall ensure that Authorized Contacts:

• Necessary Information and Access. When submitting trouble tickets or other requests to Customer Service online through the PSP or via Plex’s toll-free number, the Authorized Contact or User, as applicable, will be responsible for (and must be capable of) providing Plex with all information and access to Your resources as reasonably required in order for Plex to provide the requested technical assistance.

• Category P1. Customer shall ensure that an Authorized Contact or a User (with at a least basic understanding of the problem that is the subject of the support request) will be available on a 24x7 basis to provide prompt and responsive assistance until such Category P1 issue is resolved. Plex shall be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Your failure to perform and/or satisfy these obligations.

Trouble Tickets. The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as further described in the “Categories” and “Targeted Response Times” sections below).

• Except for Category P1 – Critical issues, only Authorized Contacts may submit trouble tickets and other support requests to Plex.

• Any Authorized Contact or User may submit a trouble ticket for a Category P1 issue

Logging of Trouble Tickets. Trouble tickets may be submitted/logged as follows:

• By any User or Authorized Contact. A User or Authorized Contact may log a trouble ticket with Customer Support for a Category P1 issue immediately via Plex’s toll-free number or online.

• By Authorized Contacts Only. An Authorized Contact may log a trouble ticket with Customer Support for all other Categories (i.e., P2, P3, or P4) using the PSP online ticketing system. After logging in, the Authorized Contact should provide the requested information and then click “Submit”.

Assistance with Non-Trouble Ticket Issues.

• For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Your system administrator.

• For assistance with usernames and lockouts, Users should contact their system administrator. For security reasons, the Services do not provide contact information for Your system administrators.

Telephone Support. Telephone support in English is available on a 24x7 basis for Category P1 (as described in the “Trouble Ticket” section below). Category P1 -Critical cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number is 855-PLEX-800 (855.753.9800).

Categories. The Categories are described as follows in the table below:

CategoryDescription

P1Critical production issue affecting all Users, including unavailability and data integrity issues with no workaround available – critical impact to shipping or production.

P2Product functionality severely degraded – severe impact to business operations.

P3General errors/issues – product impaired however business operations remain functional.

P4Basic information or assistance with Plex products – little to no impact on business operations.

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Targeted Response Times.