Standard Support Terms
These Standard Support Terms are applicable to customers of Invicti (including customers purchasing through Invicti’s Affiliates, partners, and resellers) that purchase the Cloud Service. Capitalized terms used but not defined in this document shall have the meaning ascribed to them in the Invicti Subscription Services Agreement (presently found at the following URL: https://www.invicti.com/Legal/ssa), as may be periodically updated by Invicti.
- GENERAL. Invicti will provide Support for the Invicti Solution as part of the Subscription to the Invicti Solution, as further set forth herein.
2.1. Onboarding. Invicti will aid Customer with adoption of and provide Customer with training on the Invicti Solution, including providing Customer with basic configuration examples and a training session covering essential dynamic application security best practices.
2.2. Ongoing Support. Invicti shall provide:
(A) Bug fixes to bring the Invicti Solution into substantial conformance with its then-current Documentation; and
(B) Maintenance services, including maintenance releases, enhancements, new versions, additions, and modifications to the Invicti Solution, that it provides to all other customers under Support for no additional fee.
2.3. Support Contact. Customer may obtain Support from Invicti by sending a support request to the following Email address: Support@invicti.com or Support@acunetix.com.
2.4. Support Response & Resolution Times. The Invicti Support team will use best efforts to promptly provide an initial response to Support requests within the Target Response Time and a resolution to identified, verifiable issues within the Target Resolution Time stated in the table below. However, actual resolution time will depend on the nature of the incident and the ultimate resolution. A resolution may consist of a fix, workaround, or other solution in Invicti’s sole and reasonable determination.
|Categorization & Definition||Target Response Time||Target Resolution Time|
|Urgent: The Invicti Solution is non-functional and/or has an unrecoverable service failure. critical business impact.||2 hours or less from Customer’s case creation (via web ticket) during Business Days.||24 hours from case creation|
|High. The Invicti Solution is functional but with consistent issues or one Invicti Solution area is nonfunctional. Functionality is severely degraded. Some business impact.||4 hours or less from Customer’s case creation (via web ticket) during Business Days.||48 hours from case creation|
|Medium: The Invicti Solution is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact.||8 hours or less from Customer’s case creation (via web ticket) during Business Days.||NA|
|Low: The Invicti Solution is functional with no apparent issues (e.g., Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions). No business impact.||12 hours or less from Customer’s case creation (via web ticket) during Business Days.||NA|
- LIMITATIONS. Invicti will have no obligation to provide Support for problems caused by or arising out of: (i) modifications or changes to the Invicti Solution not performed, directed, or authorized by Invicti; (ii) use of the Invicti Solution not in accordance with the Agreement or Documentation; or (iii) use of third-party products that are not authorized in the Documentation or, for authorized third-party products in the Documentation, problems arising solely from such third-party products.
- END OF LIFE / END OF SUPPORT. Invicti has no obligation to support any version of the Invicti Solution other than the most current and previous minor release. Notwithstanding anything to the contrary herein, Invicti may, at its discretion, decide to retire past versions of the Invicti Solution from time to time (“End of Life”). Invicti shall publicly post a notice of End of Life, including the last date of general commercial availability of the affected version of the Invicti Solution and the timeline for discontinuing the Support on its website. Invicti shall have no obligation to provide Support for a version of the Invicti Solution that is outside of the applicable service life, as stated in this Section.