Collabora Support Program Service Level Terms for Collabora Online Lite (only) Commercial Partner Agreements

This Collabora Support Program Service Level Terms (“SPSLT”) for Collabora Online (only) Commercial Partner Agreements sets out the provisions for support services to be performed by Collabora Productivity Limited (“Collabora”) in response to support requests issued by the Partner. Unless sold directly, Collabora will not accept support requests directly from the Partner’s Customer.

1. Definitions

“Software” means Collabora Online (only) or its individual constituents, an enterprise-ready, multi-platform, binary format edition of LibreOffice, consisting of a server hosted and web client component, a mobile client(s) and PC desktop client(s)

“Incident” means an issue, defect or problem with Software involving a regression in the security, operability or availability of a deployment of Software as determined solely by Collabora. It expressly excludes new features, compatibility with third party software and document formats and improvement to existing functionality. Such improvements may be covered by a separate Level 3 Developer Support Agreement.

2. Classification

When Partner reports an Incident, Collabora will, in consultation with Partner, first classify the Incident according to its severity and nature. The following classification scheme will be used to categorize Incidents:

Severity Level One Incidents	The operation is in production and is mission critical to the business. The product is inoperable and the situation is resulting in a total disruption of work. There is no workaround available.
Severity Level Two Incidents	Operations are severely restricted. Important features are unavailable, although work can continue in a limited fashion. A workaround is available.
Severity Level Three Incident	The product does not work as designed resulting in a minor loss of usage. A workaround is available.
Severity Level Four Incidents	There is no loss of service. This may be a request for documentation or general information etc.

3. Support Hours

9AM till 6PM Central European Time (Paris, France) during business hours.

All Incidents must be reported either through the Partner portal, or by email to the address in the relevant Partner agreement. All references to times and latencies are in in business days ignoring weekends.

4. Reporting an Incident

4.1 When a potentially new Incident is identified the first step is for the Customer to build a concise and complete statement of the Incident in English. Required information includes:

• What Software component failed.
• The exact version of the component in question.
• A complete description of how the problem can be reproduced.
• Expected and actual results.
• Document and logging data where relevant.

4.2 If the Incident is only reproducible in conjunction with modifications developed by the Partner, such modifications and associated documentation necessary to reproduce the problem must be provided before it can be triaged. If the Incident is only reproducible on hardware not available to Collabora, the relevant hardware and all supporting infrastructure must be made remotely available to Collabora in order to triage and classify the Incident.

4.3 Any documentation and installation data provided by the Partner will be treated as Confidential.

4.4 In order to provide Partner with the best coverage possible, Collabora requests that Partner identifies a dedicated point of contact who will be available until each Incident is resolved.

5. Response Procedures and Timing

Upon receipt from Client of an Incident report, Collabora shall take prompt corrective action to remedy the reported Incident as follows within the following time periods (during the hours specified in this Exhibit):

Severity Level One Incidents	For Severity Level One Issues, Collabora shall respond within two days and work using commercially reasonable efforts to provide at least a temporary workaround or fix (i.e., a patch, temporary release, or update release, which allows the user to continue to use all functionality of the Software in all material respects) within five days after initial notification by Partner. Thereafter, Collabora shall use commercially reasonable efforts to provide an official fix or workaround within two weeks.
Severity Level Two Incidents	For a Severity Level Two Issues, Collabora shall respond within three days and work continuously using commercially reasonable efforts to provide at least a temporary workaround or fix within a time period to be mutually agreed by the parties, but in no event longer than four weeks after initial notification of the issue by Partner or discovery of the defect by Collabora.
Severity Level Three Incident	For a Severity Level Three Issues, Collabora shall respond within three days and shall use commercially reasonable efforts to provide at least a temporary workaround or fix within a time period to be mutually agreed by the parties, but in no event longer than ninety (90) days, or such additional period of time as may be agreed upon in writing (including e-mail) by the parties, after initial notification of the issue by Partner or discovery of the defect by Collabora.
Severity Level Four Incidents	For a Severity Level Four Issues, Collabora shall respond within two weeks. Collabora may, at its discretion, provide a temporary workaround or fix, and/or provide a permanent update in a future release of the Software or reasonably deny the request.

With respect to the foregoing, and subject to Partner’s existing limitation of liability agreed elsewhere, Collabora shall work diligently during the support hours to provide the service levels set forth above. The parties understand and agree that a temporary work around or fix shall not constitute the resolution of any such defect.