The Customer may state preferred usernames: Bentley may refuse to allocate a username that impersonates someone else, refers to a trademark or other proprietary right, is already in use, or is vulgar or otherwise offensive and may then substitute a name of Bentley’s choosing. Bentley will also substitute an alternative username where the username suggested by the Customer already exists.

No generic user logins will be provided by Bentley and ALL users’ logins must be associated with valid / current employee credentials.

Access to the Services is strictly on a Named User basis only and usernames and passwords issued to the Customer must not be shared by users. Should additional users require access to the Services then the Customer must request additional user logins for those users, which may require an additional Subscription charge per User (if the Customer has reached the User limit of the Subscription).

The Customer and the Customer’s users must keep the usernames and passwords confidential. The Customer must notify Bentley immediately of any unauthorized use of usernames or any other breach of security regarding Bentley’s Services that comes to the Customer’s attention.

Bentley will provide a service, once every 3 months, to allow the Customer to change the listed user credentials (swap out / swap in / replace) and Bentley will issue user logins to the Customer that reflect the requested changes. These changes will be limited to one set of changes every 3 months. No other changes to the user credentials list will be allowed outside the 3 monthly changes other than the addition of extra users to the system (which may require an additional Subscription charge per User if the Customer has reached the User limit of their Subscription).

The Customer’s continued access to the Services after the initial term is subject to the Customer’s payment of the agreed Subscription Charge renewal.

If the Customer fails to pay any Bentley invoice within the payment terms, Bentley reserves the right to temporally suspend access to some or all the Customer’s user community for a particular project, division or enterprise.

The Customer is entirely responsible for all access to the Services that is facilitated by the usernames and passwords allocated to the Customer and access must be authorised by the Customer’s nominated personnel.

Operation and Support

Bentley’s ComplyPro Operations team ensures that the cloud provisioned services we provide are available and operating according to the ComplyPro SaaS Service Level Agreement (SLA) outlined in this proposal. In addition, our ComplyPro application specialists ensure that ComplyPro is running with enough capacity, performance, and responsiveness. We manage software upgrades for you and ensure you have the most up-to-date version of our software. Our Bentley network and data security experts ensure that your data is protected and safe-guarded.

There are some specific Operation and Support activities related to ComplyPro that are the responsibility of Bentley or User, respectively.

Bentley Responsibilities

Updates/Upgrades and Release Management

To ensure that SUBSCRIBER is taking full advantage of the capabilities of ComplyPro, the Bentley team will schedule outages for software updates and upgrades. The schedule for minor updates will be published thirty (30) days in advance and are expected to align with General Maintenance weekends (see Availability Commitment in Appendix B: Service Level Agreement). Major software upgrade schedules will be coordinated with SUBSCRIBER to minimize impact on project workflows. Bentley reserve the right to enforce a mandatory upgrade of ComplyPro at any time to ensure the security and integrity of its platform.

Configuration Management

Formal Configuration Management processes are followed by the Bentley team in respect to the hardware and software environment. A systems register will be updated and appropriately version controlled to describe all changes to the system commencing at initial provisioning.

Service Desk and Technical Support Services

Bentley offers technical support services as defined in the SELECT Agreement. The Bentley Service Desk will manage all incident and problem management processes. For all support calls, the nature of the incident will be assessed and forwarded to the appropriate Service Team who will then confirm the severity, priority and criticality of the incident in accordance with Bentley’s standard Incident Management process defined in Appendix B: Service Level Agreement that forms part of this proposal.

The Service Desk will be the final owner of all calls and will be responsible for the closure of the calls. They will contact the originator of the call and agree satisfactory resolution and call closure.

SUBSCRIBER’s Responsibilities

On-premises Infrastructure Configuration

SUBSCRIBER is responsible for maintaining the necessary on-premises infrastructure and network configuration to allow users to access ComplyPro.

First-level Support Activities for SUBSCRIBER’s End-users

SUBSCRIBER’s super-users are responsible for providing first-level support services for end-users. These first-level support activities include:

• Communicating SUBSCRIBER’s work-processes to SUBSCRIBER staff
• Addressing frequently asked questions
• Announcements
• Documenting and routing of calls to the Bentley Service Desk

Standard Support Services

The following table demonstrates the standard support services provided by Bentley for either a cloud provisioned service or an on-premises deployed service.

If a user opts to purchase a Bentley managed service Success Plan in addition to the standard subscription service, then the scope of service delivered to the user will comprise the relevant deployment services listed below, and the service described within the Success Plan.