Terms and Conditions for Technical Support for xSP Products

1 First level of support

• Description of First level of support:
  • Pre-sales Technical Support assistance covering questions related to end-user infrastructure technical assessment and compatibility;
  • Deployment and pre-deployment support assistance;
     
• Required channels for offering First level of support:
  • Phone system in place with IVR and recording capabilities;
  • E-mail, Customer Relationship Management (CRM) or ticketing system in place with history recording capabilities and a clear enduser database;
  • Online assistance capabilities including web form and live chat within the business hours;
     
• Required actions for offering First level of support:
  • End-user assistance according to recommended Bitdefender guidelines and documentation ;
  • Partner will have to train and certify at least one Bitdefender Support Administrator as described in the Exhibit A – Terms and conditions for Technical Support;
     
• Required troubleshooting knowledge for offering First level of support:
  • Partner Support Administrator will have to follow and acknowledge on-line or on-site trainings for Bitdefender Certified Support Engineer exam;
  • Partner Support Administrator will have to pass the Bitdefender Certified Support Engineer exam for Cloud Security for MSP product;
  • Partner Support Administrator will have to follow the step-by-step support investigation flow according to the Partner Troubleshooting Guide;
  • Partner Support Administrator will have to acknowledge and use the Bitdefender product documentation;
  • Partner Support Administrator will have to acknowledge and use the Bitdefender Knowledge Base Articles and other information made available by Bitdefender;
  • Partner Support Administrator will have to acknowledge and use the Partner Technical Support Guide in order to properly perform data gathering and escalate issues to the Business Support Level 2.

2 Second level of support

• Description of Second level of support:
  • Bitdefender shall support Partner for any product misconfigurations that are not described in the Bitdefender Certified Support Engineer training;
  • Bitdefender shall support Partner for any product engine or malware signature malfunction, known product issues, product bugs or product features;
  • Bitdefender shall support Partner for removing advanced malware disinfection present in the end-user infrastructure;
  • When needed, Bitdefender shall support Partner with escalation to Level 3 Support and Bitdefender Product Delivery (Testing, Development and Product Management);
     
• Second level of support Channels offering:
  • Bitdefender shall offer support via phone, e-mail, or other type of online assistance;
     
• Required actions for receiving Second level of support:
  • Partner assistance according to recommended Bitdefender documentation;
  • Troubleshooting knowledge: advanced support investigation according to Bitdefender documentation, support tools information, other technical data provided by Bitdefender Product Delivery;

Support Hours

For English, Bitdefender’s support to Partner will be available 24/7 having dedicated support channels: Phone: US: (+1) 954 414 9631, UK: (+44) 2036 080 457, contact page.

For German, Bitdefender’s support to Partner will be available from 8:30 AM to 5:30 PM (local time), Monday to Friday having the following contact channels: contact page, phone: (+49) 2319 892 8016, (+49) 2318 868 042.

For Romanian, Bitdefender’s support to Partner will be available 24/7, having the following contact channels: contact page, phone: (+40) 21 264 1777, (+40) 374 303 077.

Support shall be initiated by Partner communicating a problem regarding the Bitdefender Software. Such a Problem report shall be submitted to Bitdefender by sending an email to Bitdefender supplied support email address and it shall include at least the following information:

• Contact details for your IT staff (phone number, e-mail, preferred contact method).
• Issue summary containing:
  • 1. Installed Bitdefender product version and number of affected endpoints;
  • 2. Hypervisor type and version or Hypervisor-related products installed (if exists);
  • 3. Gathered support tools;
  • 4. Detailed issue description and questions asked during the troubleshooting;
  • 5. Steps taken to resolve the issue;
  • 6. Estimated Business Impact;
  • 7. End-user temperature (hot, warm, cold).
• Suggestions as to the source of the issue.