SCHEDULE E
ISV GOLD ELEVATED SUPPORT TERMS AND CONDITIONS
Gold Customer Service Terms
GOLD SUPPORT FEATURES
IONA shall provide the following elevated support services to Customer for the products listed in Appendix II affixed hereto (“IONA Products”).
HELPDESK
Customer shall have access to IONA’s Helpdesk for e-mail and telephone assistance on a 24 x 7 (24 hours a day X 7 days a week) coverage basis.
PRIORITIZATION
Customer’s issues shall be dealt with through Gold priority queues to ensure that issues reported by customer receive top priority for resolution, guaranteeing that these requests are addressed separately to requests from lower-tier support customers.
SERVICE ESTABLISHMENT
IONA shall provide two days of Customer Services Consultancy (either on-site, off site or a combination of both, as determined necessary by both parties) to complete the service establishment process. IONA’s consultants will undertake a documented review of the customer’s deployment architecture and usage of IONA Products and the projects using those products.
DEDICATED E-MAIL ALIAS
A dedicated E-mail alias will be created for the customer. IONA employees subscribing to this address will include, but not be limited to, the technical account manager, the engineers working on high severity issues, and the IONA sales account manager dealing with the customer.
TECHNICAL ACCOUNT MANAGER (TAM)
IONA shall assign a Technical Account Manager (TAM) who will be available to represent the customer within IONA. The TAM will maintain regular contact with the customer and develop an understanding of the customer’s system requirements and applications. The TAM shall keep up to date with any issues/escalations by arranging regular status review/teleconferences, providing assistance with the resolution of a specific high priority escalated issues. An operational guide shall be drafted by the TAM and else customer together as support commences. This document shall serve to, establish mutually agreed process and contact points in order to facilitate effective support services and co-operation between tile Customer and IONA.
OPEN ISSUES REVIEW MEETING
An open issue review meeting (video/phone conference) will be carried out regularly (every 2 weeks or as otherwise agreed by the parties) to discuss the status of all issues reported by Customer, and to ascertain the professional services requirements of Customer. In advance of these meetings, a report will be sent to the Customer with information on the status of any open issues. IONA shall use commercially reasonable efforts to ensure that Customer is made aware of known problems which may impact on Customer’s environments.
PRODUCT RELEASES
IONA shall provide Customer with reasonable notice of all IONA Product releases.
IONA shall provide all Minor and Point Releases free of charge. A Minor Release means the release of an IONA Product where, if the product version number is designated as x.y.z, the digit represented by “y” is changed to one or more digits higher. A Minor Release normally includes minor feature and functionality changes and enhancements. A Point Release means the release of an IONA Product where, if the product version number is designated as x.y.z, the digit represented by “z” is changed to one or more digits higher. A Point Release normally consists of bug fixes, error corrections and/or minor changes or enhancements.
Major Releases shall be made available to Customer for [***] of [***]. A Major Release means the release of an IONA Product where, if the product version number is designated as x.y.z., the digit represented by “x” is changed to one or more digits higher. A Major Release normally includes significant feature and functionality changes and enhancements.
PREMIER TARGET PERFORMANCE LEVELS
IONA will work to Premier Target Performance levels, whereby IONA provides advanced application development and deployment support with aggressive performance targets for tackling urgent problems.
MIGRATION ASSISTANCE
Where an issue reported by Customer has been addressed by IONA in a more recent Minor or Point Release, and there is source code compatibility between the two releases, IONA will assist Customer in upgrading to the more recent release, rather than making a defect correction patch available to the customer.
ISSUE ESCALATION
Issue Escalation is a priority-based escalation process to ensure that issues that cannot be resolved immediately are flagged and promoted in priority. Customer’s TAM shall ensure that the appropriate expert resources are allocated to resolution of the issue.
CUSTOMER CONTACT NOMINEES
The Customer must register a primary technical contact. All inquiries and problem reports must be submitted to IONA by this named contact or a nominated alternative contact who has been previously identified to IONA. Where necessary, Customer may nominate additional Customer contacts up to a maximum of three nominees per Customer.
PRIORITY ON-SITE ASSISTANCE
Customer Services Consultant may be made available, at short notice, to visit customer’s site to assist with identification and resolution of the problem at IONA’s standard consultancy rates.
FREE ANNUAL CONFERENCE REGISTRATION
Customer shall be entitled to nominate a representative to attend the annual IONA user’s conference (IONA World) free of charge, in order to keep abreast of developments in the technologies and know-how.
ON-LINE SERVICES
In addition to the services set out above, Customer shall have access to IONA Online. Which is a web-based support system aimed at providing IONA’s customers with access to timely and comprehensive technical support. The features of this service include:
• | 24x7 access |
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• | Solutions to common technical problems can be referenced from a repository of information with a powerful search engine that enables full-text queries against all published data in technical support bulletins (“the Knowledge Base”). The Knowledge Base includes technical tips and FAQs section for each product. The customer is encouraged to search the Knowledge Base and release notes prior to submitting a query or a problem report. |
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• | Latest product release notes. |
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• | Expert Zone delivering product-specific alerts, de-support notices for products which are to be obsoleted, and latest product versioning information including currently supported version. |
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• | Update Center for downloading fixes as well as information on bugs that have been discovered subsequent to release of the IONA Product and detailed instructions on applying patches. |
PREMIER SUPPORT PERFORMANCE LEVELS
Commencing within fifteen business days of the date of execution hereof.
SEVERITY DEFINITIONS
Issues reported by Customer will be prioritized in accordance with the following severity level definitions:
Severity Level | | Description |
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1 - Critical | | Proven failure of the IONA Product in the field. The product is unusable, resulting in a critical impact on the operation. No workaround is available. |
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2 - Serious | | The IONA Product will operate but its operation is severely restricted. No workaround is available. |
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3 - Moderate | | The IONA Product will operate with limitations that are not critical to the overall operation. For example a workaround forces a user and/or a systems operator to use a time consuming procedure to operate the system, or removes a non-essential feature. |
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4 - Low | | The IONA Product can be used with only slight inconvenience. |
RESPONSE TIMES
IONA’s HelpDesk commits to the following Response Times for reports of issues, received within the hours specified in Section 1.1. Response Time means the time elapsed from initial receipt of an issue report by IONA to the notification try IONA that the issue report has been logged and a suitable engineering resource has been assigned to its resolution:
Severity Level | | Response Time |
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1 - Critical | | [***] |
2 - Serious | | [***] |
3 - Moderate | | [***] |
4 - Low | | [***] |
ASSISTANCE
IONA shall assign customer support engineers to work continually on higher severity issues until the issue is resolved, as detailed in the following table:
Severity Level | | Gold Assistance |
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1 - Critical | | [***] work |
2 - Serious | | [***] work* |
3 - Moderate | | [***] work* |
4 - Low | | [***] |
*In Time Zone specified in Appendix II
VERSION SUPPORT
It is IONA’s policy to provide support for product releases as follows:
• Major Releases are supported for a period of [***] after the release of the next Major Release
• Minor Releases are supported for a period of [***] after the release of the next Minor or Major Release
• Fixes for confirmed bugs will be made on top of the latest Point Release for all products
• Product patches are cumulative and may contain fixes for bugs other than the one(s) the Customer has identified.
Based on mutual agreement with the customer and upon payment of an additional fee, IOWA will maintain older versions of some de-supported versions of its licensed products up to a maximum of [***] after they become de-supported.
CUSTOMER COMMITMENTS
Customer Testing
Customer agrees to comprehensively test, prior to deployment, any applications developed using IONA Products. Customer’s testing should be reasonably representative of Customer’s actual deployment environment.
Issue Reporting
In order to assist IONA in achieving the level of service required hereunder, the Customer must provide functioning test code which clearly reproduces the problem in the IONA Products. The test case delivered must be reproducible on IONA’s system within IONA’s test suite. Obtaining permission from third parties for the submission of test cases containing any third party software or libraries shall be the responsibility of Customer. IONA’s test suite requirements shall be furnished to Customer as part of the Service Establishment process
The Customer shall also provide, via email, a complete definition of the problem encountered when reporting issues to IONA’s Help Desk. This will include, but not be limited to, the contact identification of a named contact and specific information identifying the IONA Product(s) to which the enquiry relates.
EXCLUSIONS
The services provided hereunder are not available in respect of:
• use of the IONA Products other than in accordance with the relevant Documentation. Documentation means the Programmer’s Reference Guide, the IONA Product release notes and manuals, or
• any modification to the IONA Product, not performed by or on behalf of IONA, including any unapproved changes to configuration and/or scalability.
NON-SOLICITATION
The Customer agrees that for the duration of this Agreement and for a period of twelve months after the termination or expiration of this Agreement no offer of employment will be made to any IONA personnel who are involved in the provision of services hereunder (whether customer engineering, product development, professional services personnel or others) without the prior written consent of IONA.
FEES AND PAYMENT
• All fees for Technical Support and Maintenance are [***] upon the Effective Date of the Agreement and [***] thereof upon renewal unless otherwise agreed between the parties.
• Where fees payable hereunder are often [***], IONA reserves the right to withhold Technical Support services until such fees are received.
DURATION
The support services herein shall be available for an initial term of [***] commencing on the date of execution hereof. Thereafter their availability shall automatically renew for additional periods of [***] at the prices specified herein unless either party delivers adequate written notice of their intention to terminate upon the anniversary of the execution date.
WARRANTY AND LIMITED LIABILITY
UNLESS OTHERWISE INDICATED IN THE WRITTEN DOCUMENTATION ACCOMPANYING AN INDIVIDUAL PATCH, ALL PATCHES AND BUG-FIXES DELIVERED HEREUNDER ARE DELIVERED “AS IS” WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY AS TO MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OR ANY WARRANTY AS TO NON-INFRINGEMENT OF THIRD PARTY INTELLECTUAL PROPERTY RIGHTS. IONA SPECIFICALLY DISCLAIMS ANY WARRANTY THAT THE FUNCTIONS CONTAINED IN THE MATERIAL OR THE RESULTS OF USE WILL MEET YOUR REQUIREMENTS, THAT THE OPERATION OF THE MATERIAL WILL BE UNINTERRUPTED OR ERROR FREE.
In no event will IONA be liable for indirect, consequential, incidental or special damages OR FOR DAMAGES FOR LOSS OF DATA, which may arise in respect of the IONA Products, product updates, information and advice supplied hereunder, or for loss of profit, business, revenue, goodwill of anticipated savings, even if IONA has been advised of the possibility of such damages. The maximum liability of IONA shall be limited to refund to Customer the price paid by Customer for the IONA Products. Some jurisdictions do not allow the limitation or exclusion of liability for incidental or consequential damages, so the above limitation or exclusion may not apply to you.
APPENDIX I
SUPPORT PRICING
All pricing is based on an annual fee. All fees are due-annually in advance and are payable within [***] of receipt of invoice. Fees are:
FOR ISV GOLD ELEVATED SUPPORT ([***]):
ISV Gold Elevated Support for BroadVision will be calculated as the [***] of [***] of all development licenses in use by BroadVision personnel or contractors. ISV Gold Elevated Support for OS/390 shall be calculated as [***] of the Project Development License fee for OS/390]. Support calculations shall be based on the following license fees:
# of Developers & Platforms | List Price Licenses | % | Gold Support Fee |
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18 UNIX; 7 Windows | [***] | [***] | [***]* |
Project Development on OS/390 USS | [***] | [***] | [***] |
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| | TOTAL: | [***] |
*Subject to [***] Gold Support MinimumBroadVision has the option of engaging support of the OS/390 USS Development Project at any time during the support period [***] subject to 6 weeks advance written notice of intent to engage OS/390 Development Project support and payment of balance of support fee as described below:
[***] Gold Support Fee [***] Gold Support [***] for OS/390 USS Support. If BroadVision chooses to engage support for the OS/390 USS Development Project any time after 11/1/99 such support will be for an [***] period commencing in the month that such support is engaged and renewable on the anniversary date [***] later for a price equal to [***] of the Orbix OS/390 Development Licenses purchased as of that date.
Where Customer [***] to IONA for embedded Licensed OS/390 Software products, Customer will owe [***] in connection with IONA’s second line support of the embedded Licensed OS/390 Software products. Upon renewal, [***] accrued for Customer’s deployment of additional Orbix development licenses will be [***].
APPENDIX II
PROJECT DESCRIPTION
The following projects and products are, covered by this support agreement:
PROJECT NAME | BroadVision One-To-One family of software products including One-To-One Commerce, One-To-One Financial, One-To-One Knowledge, and One-To-One Enterprise. |
PROJECT DESCRIPTION | BroadVision’s products currently embed Orbix in the following configurations: [***] BroadVision intends to [***] over the course of [***] for the [***] applications on Solaris, HP-UX, AIX and NT. Additionally, BroadVision intends to [***] for [***] product line as an additional supported platform. Release levels are identified in the Schedule F. |
PROJECT LOCATION AND APPLICABLE TIME ZONE | BroadVision’s primary facilities for development and corporate offices are in Redwood City, CA (Pacific time zone). BroadVision may use IBM porting centers to assist in the port of the One-To-One applications (including Orbix) to the OS/390 platform. These porting centers will be in North America. |
PRODUCTS COVERED
The Products and details will be taken from a web-based list of supported products
Product (code)** | Version | Platform | Compiler |
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Orbix (s1473) | 3.0 | Solaris 2.6 | SPARCompiler 4.2 |
Orbix (s1474) | 3.0 | Windows NT 4.0 | VC++ 6.0 |
Orbix (s1475) | 3.0 | HP-UX 10.20 | HP ANSI C++ A.01.18 |
Orbix (s1477) | 3.0 | HP-UX 11 | HP ANSI C++ A.03.13 |
Orbix (s1478) | 3.0 | AIX 4.3.2 | IBM C++ 3.6.4 |
Orbix (s1480) | 3.0 | Digital Unix (OSF/1) 4.0E | CXX 6.1 |
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The following product will be covered if/when the OS390 Support option is activated by Customer: | | | |
Orbix (s1235) | 2.3 | OS/390 USS V1 RS | Native C++ |
**(1) ISV Gold Elevated Support shall not be available for any given installation at the Customer until a representative of IONA Support organization has inspected and approved the installation for elevated support. (2) If the root cause of an elevated support problem is not directly related to the operation of IONA’s Orbix for OS/390 Software, Customer shall be billed on a time and materials basis at IONA’s then prevailing consultancy rates for work of a similar nature.
AMENDMENT 3 TO
ORBIX DEVELOPMENT AND RUNTIME LICENSE AGREEMENT
WHEREAS, BroadVision, Inc. (“BroadVision”) and IONA Technologies, Inc. (“IONA”) are parties to an agreement entitled “IONA Independent Software Vendor Agreement” dated June 26, 1998, as amended in Amendment One on September 30, 1999 and as amended in Amendment Two on December 17, 1999 (the “Agreement”);
WHEREAS, the Parties wish to amend the terms of the Agreement as set forth below;
NOW THEREFORE, in consideration of the mutual covenants and agreements hereinafter set forth, the parties agree as follows:
1. The Agreement is amended by the addition of a new Schedule J to read in its entirety as attached.
2. Schedule E - ISV Gold Elevated Support Terms and Conditions of the Agreement is amended under “Product Releases” to include major upgrades as follows. The existing section entitled “Product Releases” is struck and replaced so that it reads in its entirety as follows:
“Product Releases
IONA shall provide Customer with reasonable notice of all IONA Product releases- IONA shall provide all Major, Minor and Point Releases free of charge. A Major Release means the release of an IONA Product where, if the product version number is designated as x.y.z, the digit represented by “x” is changed to one or more digits higher. A Major Release normally includes significant feature and functionality changes and enhancements. A Minor Release means the release of an IONA Product where, if the product version number is designated as x.y.z, the digit represented by “y” is changed to one or more digits higher. A Minor Release normally includes minor feature and functionality changes and enhancements. A Point Release means the release of an IONA Product where, if the product version number is designated as x.y.z, the digit represented by “z” is changed to one or more digits higher. A Point Release normally consists of bug fixes, error corrections and/or minor changes or enhancements.
3. With the addition of the change noted above, the original terms of the Agreement (as amended by Amendments One and Two) remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Agreement Amendment as of the date set forth below:
IONA TECHNOLOGIES, INC. | | BROADVISION, INC. |
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By: | /s/Robert Walmsley | | By: | /s/Scott Neely |
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Name: | Robert Walmsley | | Name: | Scott Neely |
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Title: | Vice President, Americas Sales | | Title: | Vice President |
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Date: | April 3, 2000 | | Date: | April 3, 2000 |
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SCHEDULE J
ISV DEVELOPMENT AND DEPLOYMENT WITH ORBIXWEB
In exchange for payment of a [***] in the amount of [***] and execution of this Amendment, Customer shall be entitled to add OrbixWeb 3.2 and Orbix2000 to the existing portfolio of licensed IONA products for use, distribution and resale’ according to the same toms and conditions provided by the Agreement with respect to other non-OS/390 Software. For the sake of clarity, this shall include updates to OrbixWeb 3.7 and Orbix2000 as provided under the existing Gold Elevated Support terms.
IONA’s list price for reference in connection with resale of OrbixWeb per Developer per platform per the Agreement is [***] and Support is [***], and IONA’s list price for reference in connection with resale of Orbix2000 per the Agreement is [***] per Developer on Windows or Linux, and [***] per Developer on UNIX and Support is [***] and [***] respectively.
CONFIDENTIAL
AMENDMENT 4 TO
ORBIX DEVELOPMENT AND RUNTIME LICENSE AGREEMENT
WHEREAS, BroadVision, Inc., of 585 Broadway, Redwood City, CA 94063, (“BroadVision”) and IONA Technologies, Inc., of 200 West Street, Waltham, MA 02451, (“IONA”) are parties to an agreement entitled “IONA Independent Software Vendor Agreement” dated June 26, 1998, as amended (the “Agreement”); and
WHEREAS, the Parties wish to amend the terms of the Agreement as set forth below:
NOW THEREFORE, in consideration of the mutual covenants and agreements hereinafter set forth, the parties agree as follows:
8. The November 17, 2000 letter from IONA to BroadVision giving notice to terminate Gold Support is withdrawn and IONA acknowledges that Gold Support remains in effect.
9. Appendix I to Schedule E – ISV Gold Elevated Support Terms and Conditions shall be replaced in its entirety by Appendix I- Gold Elevated Support Pricing, attached hereto.
10. Appendix II to Schedule E – ISV Gold Elevated Support Terms and Conditions shall be replaced in its entirety by Appendix II – Project Description, attached hereto.
11. In order to add additional IONA products and platforms to the Agreement, the First Amended Schedule C shall be further amended to add the Compaq Tru64 platform.
12. A new Schedule K – Licenses for Compaq Tru64 and IPAS (J2EEApplication Server), shall be added, to read in its entirety as attached.
13. Neither party will issue any press release regarding this Amendment 4 or its terms unless mutually agreed.
14. All amounts due hereunder are due net 15. This Amendment 4 will serve as BroadVision’s purchase order for the software licenses and the first year’s support as provided for hereunder.
15. Except as provided above, the original terms of the Agreement, as amended by Amendments 1, 2 and 3, shall remain in full force and effect.
IN WITNESS WHEREOF, the parties have executed this Amendment as of the date of last signature below:
IONA TECHNOLOGIES, INC. | | BROADVISION, INC. |
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By: | /s/Robert Walmsley | | By: | /s/Scott Neely |
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Name: | Robert Walmsley | | Name: | Scott Neely |
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Title: | Vice President, Americas Sales | | Title: | Vice President |
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Date: | January 3, 2001 | | Date: | January 3, 2001 |
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CONFIDENTIAL
APPENDIX I - GOLD ELEVATED SUPPORT PRICING
For ISV Gold Elevated Support:
ISV Gold Elevated Support for BroadVision will be a [***] per year for the duration of the contract and due annually upon the anniversary date of the contract. The Agreement is currently scheduled to terminate on December 31, 2004. The [***] amount represents the [***] for Gold Support up to [***] developers, but support shall not be provided for the OS/390 product.
Old Version Support for Version 2.2 and 2.3 products will be dealt with on a “time and materials” basis for engineering and Professional Services, plus reasonable travel and entertainment expenses.
CONFIDENTIAL
APPENDIX II - PROJECT DESCRIPTION
The following projects and products are covered by this support agreement:
Projects Covered
PROJECT NAME | BroadVision One-To-One family of software products including, limitation, Retail Commerce, Business Commerce, Financial, One-To-One Publishing, One-To-One Enterprise, BroadVision MarketMaker, Procurement, Billing, InfoExchange Portal and any other software products that BroadVision may subsequently offer. |
PROJECT LOCATION AND APPLICABLE TIME ZONE | BroadVision’s primary facilities for development and corporate offices are in Redwood City, CA (Pacific time zone). |
Products Covered
The Products and details will be taken from a web-based list of supported products.*
Product (code) | Current Version** | Platform | Compiler |
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Orbix (s1473) | 3.0 | Solaris 2.6 | SPARCompiler 4.2 |
Orbix (s1474) | 3.0 | Windows NT 4.0 | VC++ 6.0 |
Orbix (s1475) | 3.0 | HP-UX 10.20 | HP ANSI C++ A.01.18 |
Orbix (s1477) | 3.0 | HP-UX 11 | HP ANSI C++ A.03.13 |
Orbix (s1478) | 3.0 | AIX 4.3.2 | IBM C++ 3.6.4 |
Orbix (S1480) | 3.0 | Compaq Tru64bit | 4.0E |
IPortal Application Server | 1.3 | Solaris | Solaris 7 / JDK 1.3 |
IPortal Application Server | 1.3 | NT | Windows NT4 (SP6a) / JDK 1.3 |
* Orbix 2000 is included under the then current IONA supported platforms.
** Products will include all enhancements, improvements, fixes and updates provided by IONA under its support programs. If IONA deletes functions or features from any of the supported products and offers any such functions, or features in any other offering not included in the foregoing table, BroadVision will be entitled to receive and use such products without additional charge or payment.
*** For the sake of clarity, the supported Products shall not include OS/390 software products.
CONFIDENTIAL
SCHEDULE K
LICENSES FOR COMPAQ TRU 64 AND IPAS (J2EE APPLICATION SERVER)
In consideration of a [***] license fee in the amount of [***], IONA shall grant to BroadVision:
(i) | a license to use Orbix on the Compaq Tru 64 Platform for up to [***] developers, and unlimited deployment and resale* in accordance with the same terms and conditions provided in the Agreement for other non-OS/390 Software, and |
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(ii) | an enterprise development license for iPAS (J2EE Application Server) for up to [***] developers. The iPAS license will be used for internal use only and does not constitute a run-time license. For the sake of clarity, this license shall include all updates, if and when available, as provided under the existing Gold Elevated Support Terms. |
* IONA’s [***] for reference. in connection with resale of the Orbix Compaq Tru 64 development kit is [***] per Developer and Support is [***] each.