Support and maintenance terms
Support and Maintenance Terms
Support services
- Bentley may provide support services to Subscriber either directly or, at its discretion, through authorized Bentley Channel Partners. Subscriber acknowledges that Channel Partners are independent contractors of Bentley, and that there is no employer/employee relationship between Bentley and its Channel Partners.
- Bentley shall provide Technical Support services to Subscriber, which includes electronic mail, and Internet based support to assist Subscribers regarding the use of Bentley Products, and services (however, not to include professional services, managed services or professional training services) and reasonable efforts to respond to technical inquiries within four hours during regular business hours.
- Technical Support services will be available seven days a week, 24 hours per day (for eligible Subscribers), provided that after normal business hours at a Subscriber’s regional support location, Subscriber may be required to contact another Bentley support center.
- 24×7 continuous Technical Support is available (for eligible Subscribers) for severity 1 problems only. Lower severity issues will be addressed during normal business hours, Monday to Friday.
- Bentley may close a Technical Support case under a variety of circumstances, including when the issue has been resolved with a fix or workaround, if a resolution is or will be available with a current or future release, if the Subscriber repeatedly fails to provide necessary information or follow prescribed troubleshooting steps or if the issue is not a defect (i.e., outside the scope of support) and would require an enhancement.
- Bentley shall have no obligation to provide a response or other service hereunder if Subscriber’s technical inquiry is caused by: (a) incorporation or attachment of a feature, program, or device to a Product not approved or supplied by Bentley; (b) any nonconformance caused by accident, transportation, neglect, misuse, alteration, modification, or enhancement of a Product, with the exemption of Product customizations performed by Bentley and covered by a separate support and maintenance Offering Document; (c) failure to provide a suitable network environment; (d) use of the Product other than as described in its Documentation or as authorized under this Agreement; or (e) failure to incorporate any maintenance release of a Product or Minor Update previously released by Bentley. Bentley shall offer support services for a given version of a Product for at least twelve months starting on a version release date. Further details regarding Bentley’s Product Lifecycle policy may be found at www.bentley.com/support/bentley-lifecycle-policy.
- If Subscriber experiences a production-stopping anomaly, Bentley will use good faith efforts to create an appropriate solution and deliver it electronically, or through such other means as Bentley may choose in its sole discretion.
Priority Classification
For Bentley Cloud Offering please refer to: www.bentley.com/legal/sla/
Table 1 – Priority Classification
| Name | Classification | Description |
|---|---|---|
| Priority 1 (P1) | Critical | A Critical priority is one where a User has experienced a complete loss of service or a production down situation where a workaround does not exist... |
| Priority 2 (P2) | High | A High priority is when a User experiences a severe loss of functionality or performance... |
| Priority 3 (P3) | Medium | A Medium priority is an issue that causes noncritical product features to malfunction... |
| Priority 4 (P4) | Low | A Low priority issue is one that does not compromise production or for which a suitable workaround has been identified... |