In the event of a conflict or inconsistency between the provisions in these Terms and Conditions and the applicable License Agreement, Partner Agreement, or Partner License Agreement to which these Terms and Conditions are incorporated, the terms of the applicable License Agreement, Partner Agreement, or Partner License Agreement shall govern and control.
In these Terms and Conditions, the following terms shall have the following meanings unless the context otherwise requires:
The term of the Agreement will automatically renew for additional one-year periods (each, a ““Renewal Term”), unless either party provides written notice of non-renewal at least 60 days prior to the end of the then-current Term. Alterian may change pricing or other terms for any Renewal Term by providing notice of such change at least 90 days prior to commencement of such Renewal Term.
Alterian hereby grants to Client a non-exclusive, non-transferable license to use the Products and Services for its internal business purposes during the term of the applicable Agreement. Client shall not sell, lease, assign, sublicense or otherwise transfer or disclose the Products and Services in whole or in part, to any third party. Client shall not copy the Products and Services in whole or in part and shall use the Products and Services only as permitted under the Agreement. Alterian reserves the right to make updates (provided that the functionality and performance of the Products and Services will not as a result be materially reduced). Any update that includes any significant additional or enhanced functionality or performance may be subject to additional fees. Updates will be implemented directly by Alterian (or its hosting provider).
Client will not and will not permit others to (a) make any Products and Services available to, or use any Products and Services for the benefit of, anyone other than Client or Permitted End Users, unless expressly stated otherwise, (b) sell, resell, license, sublicense, distribute, make available, rent or lease any Products and Services, or include any Products and Services in a service bureau or outsourcing offering, (except to the extent otherwise expressly set forth in the Agreement), (c) use the Products or Services to store or transmit infringing, libelous, or otherwise unlawful or tortious material, or to store or transmit material in violation of third party privacy rights, (d) use the Products and Services to store or transmit any virus or other malicious code, (e) modify or alter, or interfere with or disrupt the integrity or performance of, any Products and Services (or third party data contained therein), (f) attempt to gain unauthorized access to any Products and Services or Alterian’s related systems, networks or data, (g) permit direct or indirect access to or use of any Products and Services in a way that circumvents a contractual usage limit, or to any of Alterian’s (or Alterian’s licensors’) intellectual property except as expressly permitted under the Agreement, (h) copy a Products and Services or any part, feature, function or user interface thereof, (i) copy any content except as expressly permitted under the License Agreement, (j) frame or mirror any part of any Products and Services, other than as expressly permitted in the Agreement , or (k) reverse engineer any Products and Service or Alterian software (to the extent such restriction is permitted by applicable law). Any use of the Products and Services or Alterian Software in breach of this Agreement by or on behalf of Client or Permitted End Users, which in Alterian’s judgment threatens the security, integrity or availability of Alterian’s products or services or is reasonably likely to expose Alterian to liability, may result in Alterian’s immediate suspension of Client’s access to the Products and Services and/or Alterian’s software. Alterian will use commercially reasonable efforts under the circumstances to provide Client with notice and an opportunity to remedy such violation or threat at Client’s
Client is responsible for maintaining the confidentiality of any passwords or other login credentials related to the Products and Services. Client shall notify Alterian immediately of any unauthorized use of such passwords or other credentials. Alterian reserves the right to change the passwords or other credentials if Alterian become aware, or reasonably suspects, that any unauthorized person has obtained or has attempted to obtain access to the Products and Services or any password or other credentials. If Alterian changes any applicable passwords or other credentials, Alterian will notify Client of such change. Client shall notify Alterian if Client becomes aware, or suspects, that any unauthorized person has obtained or has attempted to obtain access to the Products and Services. Alterian may decline to provide or suspend the provision of any Products or Services to Client which Alterian reasonably believes is not complying or has not complied with the Agreement or with any other agreement or terms between Client and Alterian (or any of Alterian’s affiliates).
Except for the limited rights expressly granted to Client under the Agreement, Alterian reserves all right, title and interest in and to the Products and Services, including all related intellectual property rights. Client hereby grants to Alterian a perpetual, irrevocable, worldwide, royalty-free, sublicensable, non-exclusive license to create, process, manipulate and otherwise use de-identified Aggregated Data in connection with developing, providing, maintaining, supporting or improving Alterian’s current and future products and services, as they may be provided to Client or other customers of Alterian, or for any other lawful purpose.
Client shall pay Alterian the Fees set forth in, and in accordance with, the applicable Agreement. Fees are non-cancelable and non-refundable. All Fees do not include any applicable taxes, and Client shall be responsible for paying any and all applicable sales, software license, use, value added, excise, property, withholding tax or any other taxes due in connection with the performance of the Agreement whether imposed on Client or Alterian; provided, however, that Client shall not be required to pay any taxes applicable to Alterian’s net income. Unless otherwise set forth on the applicable Agreement, all Fees shall be due and payable within 30 days after their respective invoice date.
All amounts due under this Agreement to be paid by Client to Alterian shall be paid in full and Client shall not be entitled to assert any credit, set-off or counterclaim against Alterian in order to justify withholding payment of any such amount in whole or in part. If any Fees are not paid by Client by the due date, Alterian may, without prejudice to any other right or remedy, charge interest at a rate equal to the lesser of 1.5% per month or the maximum amount permitted by applicable law, from the due date for payment to the date of actual payment. For the avoidance of doubt, Fees assessed on a periodic basis shall be payable by Client throughout the applicable Term, in accordance with the Agreement, regardless of whether Client has used the Products and Services.
Subject to the terms and conditions of the Agreement, Alterian will provide applicable support to Client and Permitted End Users during the applicable Term.
Alterian will, subject to the timely and full payment of all Fees, provide support directly to Client.
The provision of unlimited users is subject to Client ensuring due diligence and training of all users to ensure proficiency in the system. It is the responsibility of Client to ensure training is delivered by either internal superusers and or via Alterian training channels. Where internal training is delivered by Client, Client will take responsibility for first line training and help questions.
Alterian warrants the Products and Services will perform substantially in accordance with the applicable documentation when used in accordance with the Agreement. For any breach of this Section, Client’s exclusive remedy is that Alterian will, at Alterian’s sole option, (i) use commercially reasonable efforts to remedy such breach, or (ii) refund any amounts paid by Client to Alterian under the Agreement for the specific Products and Services that fail to comply with this warranty.
EXCEPT FOR THE WARRANTIES SPECIFICALLY STATED IN THIS SECTION, ALL PRODUCTS AND SERVICES ARE PROVIDED “AS-IS,” AND ALTERIAN HEREBY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OF FITNESS FOR A PARTICULAR PURPOSE. TO THE MAXIMUM EXTENT PERMITTED BY LAW, ALTERIAN MAKES NO REPRESENTATION, WARRANTY OR GUARANTEE AS TO THE RELIABILITY, TIMELINESS, QUALITY, SUITABILITY, TRUTH, AVAILABILITY, ACCURACY OR COMPLETENESS OF ANY PRODUCT OR ANY CONTENT THEREIN OR GENERATED THEREWITH, OR THAT: (A) THE USE OF ANY PRODUCTS AND SERVICES WILL BE SECURE, TIMELY, UNINTERRUPTED OR ERROR-FREE; (B) THE PRODUCTS AND SERVICES WILL OPERATE IN COMBINATION WITH ANY OTHER HARDWARE, SOFTWARE, SYSTEM, OR DATA; (C) THE PRODUCTS AND SERVICES (OR ANY PRODUCTS, SERVICES, INFORMATION, OR OTHER MATERIAL PURCHASED OR OBTAINED BY CLIENT THROUGH THE AGREEMENT) WILL MEET CLIENT’S REQUIREMENTS OR EXPECTATIONS); (D) ANY STORED DATA WILL BE ACCURATE OR RELIABLE OR THAT ANY STORED DATA WILL NOT BE LOST OR CORRUPTED; (E) ERRORS OR DEFECTS WILL BE CORRECTED; OR (F) THE PRODUCTS AND SERVICES (OR ANY SERVER(S) THAT MAKE THE PRODUCTS AND SERVICES AVAILABLE) ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
Alterian will maintain appropriate technical and organizational measures intended to comply with industry standard practices and all applicable laws and regulations, including without limitation all applicable laws and regulations relating to privacy, security, and with respect to the use, processing, handling, security, storage, and disclosure of Personal Data under the Agreement. In addition, Alterian shall provide the Products and Services in accordance with generally recognized information security practices, guidelines, or requirements.
Except as otherwise provided herein, the terms of the Agreement shall be maintained as confidential by the parties. Client agrees that the Products and Services, and any other confidential or proprietary information or materials provided or made available by Alterian or its affiliates (collectively, “Confidential Information”) shall be kept strictly confidential. Client agrees to (i) not disclose the Confidential Information to any third party for any purpose; (ii) use at least the same security measures as Client uses to protect Client’s own confidential information but no less than commercially reasonable measures; and (iii) cease all use of the Confidential Information upon the expiration or termination of the Agreement. Client agrees that any breach of the provisions regarding ownership or confidentiality contained in the Agreement may cause Alterian irreparable harm, and Alterian may obtain injunctive relief as well as seek all other remedies available to Alterian under the Agreement, at law and in equity in the event of any breach or threatened breach of such provisions.
Alterian may make reference to the existence of the Agreement for the purposes of Alterian’s published financial reports or Alterian’s own promotional and advertising activities (such as including Client on Alterian’s customer lists). Subject to first receiving Client’s approval in writing (not to be unreasonably withheld or delayed), Alterian may issue a press release announcing the Agreement between the parties, publish case studies describing Client’s experience as an Alterian client, and publish or post such other information as approved by both parties.
Alterian will defend Client against any claim, demand, suit or proceeding made or brought against Client by a third party alleging that any Products or Services infringe or misappropriate such third party’s intellectual property rights (a “Claim Against Client”), and will indemnify Client from any damages, attorney fees and costs finally awarded against Client as a result of, or for amounts paid by Client under a settlement approved by Alterian in writing of, a Claim Against Client, provided Client (a) promptly gives Alterian written notice of the Claim Against Client, (b) gives Alterian sole control of the defense and settlement of the Claim Against Client (except that Alterian may not settle any Claim Against Client unless such settlement unconditionally releases Client of all liability), and (c) gives Alterian all reasonable assistance, at Alterian’s expense. If Alterian receives information about an infringement or misappropriation claim related to the Products and Services, Alterian may in its discretion and at no cost to Client (i) modify or replace the Products and Services so that it is no longer claimed to infringe or misappropriate, without breaching Alterian’s warranties expressly set forth in the Agreement, (ii) obtain a license for Client’s continued use of such Products and Services in accordance with the Agreement, or (iii) terminate Client’s rights to use such Products and Services upon 30 days’ written notice and refund Client any prepaid fees covering the remainder of the Agreement Term with respect to such Products and Services. The above defense and indemnification obligations do not apply to the extent a Claim Against Client arises from third party software or Client’s use of the Products and Services in violation of the Agreement or applicable laws.
Client will defend Alterian against any claim, demand, suit or proceeding made or brought against Alterian by a third party alleging that any Client data (or any use thereof permitted under the Agreement) infringes or violates any third party rights, or arising from Client’s use of the Products and Services in violation of the Agreement or applicable laws (each a “Claim Against Alterian”), and Client will indemnify Alterian from any damages, attorney fees and costs finally awarded against Alterian as a result of, or for any amounts paid by Alterian under a settlement approved by Client in writing of, a Claim Against Alterian, provided Alterian (a) promptly gives Client written notice of the Claim Against Alterian, (b) gives Client sole control of the defense and settlement of the Claim Against Alterian (except that Client may not settle any Claim Against Alterian unless such settlement unconditionally releases Alterian of all liability), and (c) gives Client all reasonable assistance, at Client’s expense.
IN NO EVENT SHALL THE AGGREGATE LIABILITY OF EACH PARTY TOGETHER WITH ALL OF ITS AFFILIATES ARISING OUT OF OR RELATED TO THE AGREEMENT EXCEED THE TOTAL AMOUNT PAID (OR PAYABLE, AS APPLICABLE) BY CLIENT AND CLIENT’S AFFILIATES HEREUNDER FOR THE PRODUCTS AND SERVICES GIVING RISE TO THE LIABILITY IN THE TWELVE MONTHS PRECEDING THE FIRST INCIDENT OUT OF WHICH THE LIABILITY AROSE. THE FOREGOING LIMITATION WILL APPLY WHETHER AN ACTION IS IN CONTRACT OR TORT AND REGARDLESS OF THE THEORY OF LIABILITY, BUT WILL NOT LIMIT CLIENT’S AND CLIENT’S AFFILIATES’ PAYMENT OBLIGATIONS UNDER THE AGREEMENT. NOTHING IN THIS SECTION SHALL LIMIT OR EXCLUDE ANY LIABILITY FOR FRAUD.
EXCEPT FOR CLAIMS COVERED BY A PARTY’S INDEMNIFICATION OBLIGATIONS, IN NO EVENT WILL EITHER PARTY OR ITS AFFILIATES HAVE ANY LIABILITY ARISING OUT OF OR RELATED TO THE AGREEMENT FOR ANY LOST PROFITS, REVENUES OR GOODWILL, ANY INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, COVER, BUSINESS INTERRUPTION OR PUNITIVE DAMAGES, OR THE PROCUREMENT OF ANY SUBSTITUTE PRODUCTS OR SERVICES, REGARDLESS OF THE THEORY OF LIABILITY OR WHETHER A PARTY OR ITS AFFILIATES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR IF A PARTY’S OR ITS AFFILIATES’ REMEDY OTHERWISE FAILS OF ITS ESSENTIAL PURPOSE. THE FOREGOING DISCLAIMER WILL NOT APPLY TO THE EXTENT PROHIBITED BY APPLICABLE LAW.
A party may terminate the Agreement for cause (i) upon 30 days’ prior written notice to the other party of a breach of any material provision of the Agreement if such breach remains uncured at the expiration of such 30 day period, or (ii) if the other party becomes the subject of a petition (which, if involuntary, is not dismissed within 30 days) in bankruptcy or any other proceeding regarding insolvency, receivership, liquidation or assignment for the benefit of creditors.
On expiration of the Term or other termination of the Agreement, all rights granted to Client under the Agreement shall automatically and immediately cease. Termination of the Agreement shall not relieve either party of any payment or other obligation that has accrued prior to the effective date of such termination. In the event of any expiration or termination of the Agreement, any provisions regarding confidentiality, limitations of liability, indemnification or which, by their terms or nature should survive, shall survive and continue in effect.
The Agreement contains the entire agreement between the parties and supersedes any prior written or oral agreement between them in relation to its subject matter and the parties confirm that they have not entered into the Agreement on the basis of any representations that are not expressly incorporated into the Agreement. No amendment of any of the provisions of the Agreement shall be effective unless and until set forth in a writing duly signed by authorized representatives of both parties.
Any notice consent or the like required or permitted to be given under the Agreement shall not be binding unless in writing and may be given personally sent by registered mail or sent by email to the registered address or last known administrative office address of the other party, and addressed to the principal contact of that party. In any such case (as applicable):
Alterian shall not be responsible or liable for any delay or nonperformance under the Agreement caused by events or circumstances beyond Alterian’s reasonable control including, but not limited to, pandemics or epidemics.
The failure by either party to enforce at any time or for any period any one or more of the terms and conditions of the Agreement shall not be a waiver of them or of the rights at any time subsequently to enforce such terms and conditions.
The parties are independent contractors, and neither party shall have the right to act as an agent of or otherwise bind the other party.
Except as expressly set out in the Agreement, Client may not assign the Agreement, or any of Client’s rights or obligations hereunder, without Alterian’s prior written consent, and any purported assignment in violation of the foregoing shall be void. Alterian may assign the Agreement, or any of Alterian’s rights or obligations hereunder, without Client’s consent to an affiliate or in connection with a merger, acquisition, reorganization, consolidation, sale of all or substantially all assets or business to which the Agreement relates or other similar corporate transaction.
A person who is not a party to the Agreement (including any Permitted End User) shall not have any rights to enforce any term of the Agreement. The rights of the parties to terminate, rescind, or agree on any variation, waiver or settlement under the Agreement are not subject to the consent of any other person.
The Agreement shall be governed by the laws of the state of New York without giving effect to its principles of conflicts of law. Each party agrees to sole jurisdiction and venue of the state and federal courts located in New York, and each party hereby consents to the jurisdiction of such courts over itself in any action relating to the Agreement; provided, however, that either party may seek preliminary equitable relief in any court of competent jurisdiction in connection with any intellectual property rights, use restrictions, confidentiality obligations or audit rights.
If any provision of the Agreement is held invalid or unenforceable by any court or government body of competent jurisdiction, such provision shall continue in effect in all other circumstances and jurisdictions and otherwise to the full extent permissible under applicable law, and the other provisions shall continue in effect (unaffected thereby).
This Schedule I sets forth the terms relating to the Processing of Personal Data by Alterian on behalf of Client in connection with the provision by Alterian of the Products and Services under the Agreement and this Schedule I supplements and is incorporated into the Alterian Terms and Conditions WWW.ALTERIAN.COM/ABOUT-US/TERMS-AND-CONDITIONS (the “Data Processing Terms” or “DPT”). This DPT shall be effective from the date of the Agreement and remain in full force and effect for the duration of the Agreement. In the event of any conflict or inconsistency with the terms of the Agreement, the terms of this DPT shall take precedence.
Capitalized terms not otherwise defined in this DPT shall have the meaning given in the Agreement, unless the context requires otherwise.
In this DPT, the following terms shall have the meanings given to them below:
For the purposes of the GDPR and the UK GDPR, the parties agree that Client is the Controller and Alterian is the Processor where Alterian processes Personal Data pursuant to the Agreement.
Alterian shall at all times process Protected Data in compliance with the obligations placed on it under applicable Data Protection Laws and the terms of this DPT.
Client shall at all times comply with applicable Data Protection Laws in connection with the processing of Protected Data and ensure that all instructions given by it to Alterian in respect of Protected Data are in accordance with applicable Data Protection Laws.
Client warrants, represents, and undertakes that:
the processing of all Protected Data shall comply in all respects with Data Protection Laws, including in terms of its collection, use and storage;
fair processing and all other appropriate privacy notices have been provided to the Data Subjects of the Protected Data (and all necessary consents from such Data Subjects obtained and at all times maintained) to the extent required by Data Protection Laws in connection with all processing activities in respect of the Protected Data which may be undertaken by the Alterian and its Sub-Processors in accordance with this Agreement; and
the Protected Data is accurate and up to date.
Alterian shall only process (and shall ensure Relevant Personnel only process) the Protected Data in accordance with the processing particulars set out at Schedule I, Point 13 of this DPT except to the extent:
that alternative processing instructions are agreed between the parties in writing; or
otherwise required by applicable law (and shall inform Client of that legal requirement before processing, unless applicable law prevents it doing).
If Alterian believes that any instruction received by it from Client is likely to infringe applicable Data Protection Laws, it shall promptly inform Client and be entitled to cease processing Protected Data until the parties have agreed appropriate amended instructions which are not infringing.
Alterian shall implement appropriate technical and organizational security measures appropriate to the risk, to ensure the confidentiality, integrity, availability and resilience of the Protected Data, taking in to account the state of the art, the costs of implementation and the nature, scope, context and purposes of the processing of the Protected Data to be carried out pursuant to the Agreement, as well as the risks of varying likelihood and severity for the rights and freedoms of natural persons and the risks that are presented by the processing, especially from accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to the Protected Data transmitted, stored or otherwise processed
not engage any Sub-Processor to carry out any processing activity in respect of Protected Data without Client’s prior written authorisation. Client agrees not to unreasonably withhold, condition, delay or object to the appointment of any Sub-Processor or to any change to the processing undertaken by any Sub-Processor;
prior to any Sub-Processor carrying out any processing activities in respect of the Protected Data, appoint each Sub-Processor under a written contract containing materially the same obligations as under this DPT that is enforceable by Alterian and ensure each such Sub-Processor complies with all such obligations; and
remain fully liable to Client under this DPT for all the acts and omissions of each Sub-Processor as if they were its own.
As at the Effective date hereof, this DPT authorizes the appointment of the Sub-Processors listed at Schedule I, Point 13 of this DPT.
Alterian shall assist Client in ensuring compliance with the Client’s obligations pursuant to Articles 32 to 36 of the GDPR and UK GDPR (and any similar obligations under applicable Data Protection Laws) taking into account the nature of the processing and the information available to Alterian.
Alterian shall and taking into account the nature of the processing, assist the Client (by appropriate technical and organisational measures), insofar as this is possible, for the fulfilment of the Client’s obligations to respond to requests for exercising the Data Subjects’ rights under Chapter III of the GDPR and the UK GDPR (and any similar obligations under applicable Data Protection Laws) in respect of any Protected Data.
Alterian shall not transfer or otherwise permit the processing of Protected Data outside of the Territory without Client’s prior written authorization.
Where a transfer or processing of Protected Data outside the Territory has been authorised by Client, and will involve the transfer of Protected Data from the UK or the European Economic Area, Alterian shall only be permitted to make the transfer under the following conditions:
Alterian is transferring the Protected Data to a territory which is subject to a current finding that the territory provides adequate protection for the privacy rights of individuals by (i) the European Commission in the case of transfers from the European Economic Area; or (ii) the UK Government in the case of transfers from the UK; or
Alterian has implemented appropriate to ensure an adequate level of protection with respect to the privacy rights of individuals as required by Article 46 of the GDPR and the UK GDPR.
Client authorises the transfer of Protected Data to the Sub-Processors listed at Schedule 1, Point 13 of this DPT insofar as they are located outside the Territory.
Alterian shall, in accordance with the GDPR and UK GDPR, make available to Client such information that is in its possession or control as is necessary to demonstrate Alterian’s compliance with the obligations placed on it under this DPT and to demonstrate compliance with the obligations on each party imposed by Article 28 of the GDPR and UK GDPR (and under any equivalent provision under applicable Data Protection Laws), and allow for and contribute to audits, including inspections, by Client (or another auditor mandated by the Client) for this purpose (subject to a maximum of one audit request in any 12 month period under this paragraph 8).
Alterian shall notify Client without undue delay and in writing on becoming aware of any Protected Data Breach in respect of any Protected Data.
Upon termination of the Agreement, at Client’s option, Alterian shall either return all of the Protected Data to Client or securely dispose of the Protected Data (and thereafter promptly delete all existing copies of it) except to the extent that any applicable law requires Alterian to store such Protected Data.
Where Protected Data includes California Personal Information, the parties agree that Client is a Business and Alterian is a Service Provider for the purposes of the CCPA when processing California Personal Information pursuant to the Agreement.
Email and SMS communications to be sent by Alterian to Client’s customers and/or sales prospects.
Term of the Agreement.
Email and SMS communications including service messages and marketing communications sent by Client to their customers and/or sales prospects.
Name, email address and mobile telephone number.
Client’s customers and/or sales prospects.
This Schedule II supplements and is incorporated into the Terms and Conditions to which it is attached.
“Working Days” and “Working Hours” for support shall be during normal business working days and hours between:
09:00 to 17:30 local time for the region specified in the Agreement, excluding local public holidays as may be further detailed in the support portal.
Access to support outside of Working Days and Working Hours can be purchased as an optional additional service; however, submitting a support request alone does not activate this optional service.
Support is provided according to the following priority levels. Alterian may in good faith change the priority level of an error or change its status to an enhancement request upon notice to Client.
A “P1 – Critical Priority Error” means a problem where the Products and Services become unavailable to Client and for which no practicable workaround is available and that prevents or materially impairs the performance of substantially all major functions of the Products and Services as described in the Agreement so that: (i) the Products and Services are unavailable to Client or at material risk of becoming unavailable; or (ii) the Client is unable to use the Products and Services due to continual failures or data corruption. Once a P1 – Critical Priority Error is resolved (as Alterian reasonably determines, whether by procedural workaround, system restart, hot-fix, or otherwise) such error’s priority level shall be reclassified to a P3 – Medium Priority Error until Client confirms that the incident report may be closed (such conformation not to be unreasonably withheld, conditioned or delayed).
A “P2 – High Priority Error’ means a problem, for which no practicable workaround is available, that prevents or materially impairs the performance of a major function of the Products and Services as described in the Agreement so that: (i) a major function of the Products and Services are unavailable to Client or its availability has been materially interrupted and substantial risk of recurrence exists; or (ii) the Client is unable to use the Products and Services due to intermittent failures or data corruption; or (iii) where the Products and Services partially fail. Once a P2 – High Priority Error is resolved (as we reasonably determine, whether by procedural workaround, system restart, hot-fix, or otherwise) such error’s priority level shall be reclassified to P3 – Medium Priority Error until the Client confirms that the incident report may be closed (such conformation not to be unreasonably withheld, conditioned or delayed).
A “P3 – Medium Priority Error” means a problem, whether or not a practicable workaround is available, that prevents or materially impairs the performance of a minor function in the Products and Services as described in the Agreement, but that does not make the Products and Services wholly unavailable to Client or materially inhibit Client’s use of the Products and Services.
A “P4 – Low Priority Error” means a problem that does not prevent or materially impair the performance of any function in the Products and Services as described in the Agreement, and does not materially inhibit Client’s use of the Products and Services. Such a problem is typically cosmetic in nature.
Alterian will use commercially reasonable efforts to meet the initial response times, calculated beginning from the time that Client properly notifies Alterian through the support portal, for the respective priority levels as follows:
Alterian will use commercially reasonable efforts to achieve at least 99.9% availability of the Products and Services measured monthly as the ability to log on to our applicable production environment applications and access the FTP server, excluding planned downtime (of which Alterian will use commercially reasonable efforts to provide at least eight (8) hours’ prior notice via the Products and Services) and excluding any unavailability resulting from events or circumstances beyond our reasonable control, including without limitation telecommunications, Internet service provider or hosting facility failures or delays involving hardware, software or power systems not within our possession or reasonable control, and denial of service attacks. Alterian will monitor the availability of the Products and Services.
Alterian will use commercially reasonable efforts to maintain back-ups of Client’s data for recovery purposes for a period of thirty (30) days.
This Schedule II reflects Alterian’s support policy with respect to the provision of support, as of the date of the Agreement. Alterian’s support policy is available through the support portal. Alterian reserves the right, at its discretion, to modify the terms of this policy at any time. Alterian will use commercially reasonable efforts to provide prior notice if the level of support provided under the Agreement will materially diminish in quality due to a change in the support policy.