End User License Agreement

NComputing Support and Subscription (SnS) Terms and Conditions As of June 25, 2013
Addendum A
NComputing Support and Subscription (SnS) Response Times
Service Level response times will be based on the following, pursuant to Customer’s elected level of
Support (Premium, Standard, Basic, or Free):
Support Plan Severity Levels Initial Time-to-Respond
Premium Support and
Subscription (SnS)
• Severity Level 1
All user sessions are down, no user
connections, critical impact to business
operations
Named customer Support Administrator
must call designated Premium Support
phone number (specified by NComputing in
email confirmation of SnS order)
Response within 30 minutes
365 days/year, 24 hours/day, 7 days/week
NComputing and Service Provider committed
24x7 until resolution or work-around provided
• Severity Level 2
Some sessions are down, limited user
connections. No workaround is available.
Response within 1 hour
During Service Provider’s business hours
NComputing and Service Provider priority
commitment during business hours
• Severity Level 3
User sessions are degraded;
productivity impact to business operations
Response within 4 hours
During Service Provider’s business hours
• Severity Level 4
General installation, upgrade, compatibility
or configuration assistance, or request for
general product information
Response within 8 hours
During Service Provider’s business hours
Standard Support and
Subscription (SnS)
• Severity Level 1
All user sessions are down, no user
connections, critical impact to business
operations
Response within 4 hours
During Service Provider’s business hours
NComputing and Service Provider priority
commitment during business hours until
resolution or work-around provided
• Severity Level 2
Some sessions are down, limited user
connections. No workaround is available.
Response within 8 hours
During Service Provider’s business hours
NComputing and Service Provider priority
commitment during business hours
• Severity Level 3
User sessions are degraded;
productivity impact to business operations
Response within 24 hours
During Service Provider’s business hours
• Severity Level 4
General installation, upgrade, compatibility
or configuration assistance, or request for
general product information
Response within 36 hours
During Service Provider’s business hours