TNT Software Support Policy

TNT Software's Product Support group is dedicated to providing high-quality support and assistance. Below are instructions for obtaining technical support, along with descriptions of our support features, processes and procedures.

Overview of Support

TNT Software's Product Support is designed to assist with the troubleshooting and resolution of specific issues resulting from use of our products in a supported manner. TNT Software will partner with its customers when providing resolutions to issues. Customers are expected to fulfill reasonable troubleshooting tasks as recommended by TNT Software. Issues arising from a need for training, implementation or installation services, or customization may be referred to our Sales Department to contract for these services.

Support for and assistance with supported TNT Software products is available via a variety of contact methods, which include online troubleshooters, an online support request form and telephone support during scheduled support hours for current software versions to customers with a current support plan agreement.

Current versions are listed in the product area. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. Providing product support does not imply that TNT Software will fix software defects or make changes to the software.

• Operating systems
• Third-party applications
• Alterations or revisions made by the customer
• Escalations from anyone other that the named Technical Contact
• Enhancement requests
• Alpha, Beta or other pre-release versions of TNT Software products
• Free, no-cost or complimentary TNT Software products or tools

Supported Products

Beta Products.
During product Betas, TNT Software will provide support for the Beta product to authorized Beta customers during normal working hours. Beta code is only available to customers with a Master Beta Test Agreement and Non-Disclosure Agreement.

Shareware Products.
TNT Software does not provide technical support for any shareware products available for download and use from TNT Software, Inc.. Shareware products are intended to provide a similar experience to those found in our commercially supported ELM products.

General Availability.
While a product is generally available, TNT Software will provide support and maintenance offerings that allow you to choose the most appropriate level of support for your organization. The generally available build is the build that has been released to web and posted to each product's download page. Premier Support offerings will consist of product updates, maintenance releases, and/or hot fixes. Support services include, but are not limited to, online support, phone and email support during business hours, and 24x7 pager support for Gold Support customers.

Ongoing Support.
TNT Software offers support for products while the products are generally available. Providing product support does not imply that TNT Software will fix software defects or make changes to the software. After a new version has been released, TNT Software will no longer actively develop new fixes for or perform other maintenance on previous releases. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue.

Legacy Support.
After a new version has been released, TNT Software may offer limited support for the legacy product that consists of answering usage questions only, and TNT Software will no longer actively develop new fixes for or perform other maintenance on legacy releases. Providing product support does not imply that TNT Software will fix software defects or make changes to the software. TNT Software reserves the right to request that a customer upgrade to a current version in order to resolve a known problem or issue. The following products are in the legacy support phase:

• ELM Enterprise Manager 5.5, 6.0
• ELM Log Manager 5.5, 6.0
• ELM Performance Manager 5.5, 6.0
• ELM Event Log Monitor 5.5, 6.0

Obsolete Products.
As TNT Software products are revised and updated, older versions of the products may be retired. Our policy for retiring products is to first inform customers who are still using the retiring product of our intention. We will stop supporting, maintaining and producing bug fixes for the retiring product. The following products are obsolete and therefore not supported:

TNT Software will not accept support requests for products that are obsolete, products that have been withdrawn, or for products available at no charge.

Support Contracts

TNT Software offers two support contracts to customers.

• Standard Support & Maintenance - Available for all current products. Expected response time is 24 hours starting from the next business day for all severity levels. Customers receive updates, upgrades, patches, unlimited support 8:00AM 4:00PM PST Monday thru Friday except during holidays.
• Gold Support - Available for all products. Customers receive updates, upgrades, patches, and unlimited support with 24 x 7 x 365 pager access to a technician.

Note - To receive technical support by phone, you must either:

• Have a current support agreement; or
• Have registered your trial product and currently be in your evaluation period.

To ensure that we can address your issue quickly and efficiently, you should:

• Have your TNT Software product serial number and agreement number.
• Have your Support Request Number when calling about an existing case.
• Be at the computer where the TNT Software product is running and have a copy of the product documentation at hand.

How Requests are Logged and Tracked

For each specific support request, a TNT Software Product Support representative will create a Support Service Request and track it internally until a resolution is reached.

Response Times

A response means that we respond to your request, acknowledge your issue, and assign a Service Request Number. In some cases, we may need to obtain additional information from you in order to troubleshoot or resolve the issue.

Response times depend on the severity level of the issue. A TNT Software Product Support representative will determine your problem's severity level based on guidelines listed below. If you have a Gold Support Agreement, you will receive priority routing regardless of your level of severity.

• During regular business hours (M-F, 8am to 4pm PST), calls and emails will be routed directly to the support personnel on duty.
• Outside of Regular Business Hours:
  • Standard Support customers may call TNT Software and leave a voicemail message. Your call will be returned on the next business day.
  • Gold Support customers may contact Technical Support after regular business hours for support issues with Severity Level of Urgent or High. For contact information, please refer to your Gold Support Agreement.

When calling during regular business hours, your initial call will be answered by a call routing representative. After providing your contact information and details on the product you are calling about, you will be routed to the next available Support Engineer. If a Support Engineer is not available, you will be able to leave a voicemail in the support mailbox, and your call will be returned as soon as possible.

Required information For Logging A Support Request

When submitting a service request, please provide the following information:

• Company name and contact details (e.g., name, phone number and email address).
• Product and build information
• Level of severity (see below for definitions)
• Operating system information, including applied service packs, hot fixes and special security settings, if any.
• Name and version of any affected third-party application
• Detailed description of the problem, including any steps required to reproduce the problem

If you purchased your product from a TNT Software distributor or reseller, you may be asked to provide proof of purchase such as a copy of the purchase invoice.

Severity Levels

The table below outlines the different severity levels of service requests and targeted service request response times (not resolution times). Targeted response times apply only to service requests submitted during posted support hours.

Note: For Low, Medium and High severity issues, the response time above is for any respondent (e.g., not necessarily a subject matter expert). For Urgent issues, the response time above is for a subject matter expert.

Customers with a Gold Support Agreement may report Urgent and High severity issues outside of regular business hours. For other severity levels, it is strongly recommended that you phone or email product support. For issues submitted to technical support via our Web site, we will respond either by email or phone within the time frames designated for Low and Medium severity issues.

Escalation Procedures

TNT Software's escalation procedures raise the visibility and importance of your problem within TNT Software. At the discretion of TNT Software, customer product support issues may be escalated internally to senior support engineers, the product support manager, or the development team at TNT Software. In general, if you are not satisfied with a response from the product support staff, you may request that the issue be escalated by contacting your Sales account representative, or by sending an escalation request to support@tntsoftware.com.

On-site Dispatch

Before TNT Software dispatches an engineer to a customer site, a wide range of tools will be used when troubleshooting issues. The tools include, but are not limited to:

• TNTDiag.exe a diagnostic tool that ships with all ELM products.
• Symbol files for ELM products TNT Software can make these available on an as-needed basis.
• Debuggers, including Visual Studio. Specially crafted diagnostic tracing DLLs.
• Terminal Services, and other remote control tools.
• Virtual Private Networking (VPN) connections
• On Call WebEx support http://tntsoftware.webex.com
• Windows Support and Diagnostic Tools

If these tools fail to help resolve the problem, TNT Software can dispatch a subject matter expert (e.g., a Product Support Engineer, a Developer, or both) on-site to a customer's location. On-site dispatching is available after all other attempts to resolve the issue have failed. In all cases, a subject matter expert will be dispatched. The time for arrival at the customer's site is determined by the reasonable travel time from TNT Software's headquarters to the customer's site.

Obtaining Debug Versions and/or Symbol Files

To troubleshoot and/or resolve an issue, it may be necessary to provide and install a debug version of and symbol files for ELM. Before debug code or symbol files are provided, all other efforts to resolve the problem must have failed. In this event, the issue will be escalated to our development team and we will attempt to reproduce the issue in a debugger. If we are unable to reproduce the issue, one or more Developers and Support Engineers will partner with the designated customer Technical Contact and their assignees to resolve the problem. Such resolution includes, but is not limited to installing a debug version or symbol files.

TNT Software will perform the installation, or at TNT Software's discretion, provide the customer with step-by-step instructions for performing the installation themselves. The installation may be performed using a remote control mechanism, such as WebEx, Terminal Services, VNC, etc., or it may be performed on-site at the customer's location.

NOTE: Using a debugger, debug code and symbol files requires advanced knowledge of the operating system, development debugging techniques and our applications. Therefore, TNT Software's policy is not make either debug versions or symbol files downloadable from our Web site. These tools are only designed for use under the direction and control of TNT Software.