GLOOKAST products include 13 months of hardware and software support from date of shipment from GLOOKAST, unless otherwise specified as part of your project.

1. Hardware warranty includes servers, boards, etc. purchased from GLOOKAST by an authorized GLOOKAST Reseller or directly by the customer. Defective warranted hardware must be returned to GLOOKAST repair location (which will be provided to the Customer by GLOOKAST).

2. Software support includes:

- unlimited email, phone, and remote access support

- technical documentation updates

- software updates and new software versions

- support DOES NOT INCLUDE additional CODECS, features that are introduced as billable options, on-site services or professional services days (on-site and professional services are available through Customer request)

3. In most cases, first-line telephone support will be provided by your Reseller. If GLOOKAST is your first-line provider, please email us at support@glookast.com or call us at +1 954-719-4830 (For Americas) or +351 22 902 57 02 (Rest of the World)

All issues should be reported by email at support@glookast.com.

Customer’s support engineers or other qualified personnel shall report issues to GLOOKAST by:

1. Email to support@glookast.com (preferred method)

2. Telephone to +1 954-719-4830 (For Americas) or +351 22 902 57 02 (Rest of the World)

If above procedures are not used to log or communicate information relating to a support issue, response and resolution times may be compromised.

When reporting an issue, Customer must provide License ID and Server S/N for system identification and SLA verification purposes.

If the Reseller cannot resolve the support issue, Customer or Reseller should contact GLOOKAST and log the issue using: support@glookast.com.

An internal ticket number will be created, and the case will be referred to the appropriate GLOOKAST team member. The support representative will send an initial report back to the Customer via email or via telephone. Most bug fixes or workarounds identified can be remotely implemented. GLOOKAST may require remote VPN access to make the fix.

If it is jointly decided by GLOOKAST and Customer that an on-site visit is required, the costs of that visit will be agreed upon beforehand and may include reasonable T&L expenses.

Support personnel are distributed around the globe and cover most of the time zones. To provide telephone, email, and remote access support for reporting, correcting and resolving issues GLOOKAST will maintain records of all reported issues made by Customer personnel.

Standard coverage times are 8x5 (9am US Eastern – 6pm US Eastern) with response times set forth in “Response and Resolution Times” section below, and advanced shipment of replacement parts in the case of an RMA (when appropriate; i.e. when Customer purchased system turnkey from GLOOKAST and system has active extended hardware warranty). Coverage times available to you may exceed the standard mentioned above; if that is the case, it will be noted in your SLA renewal quote. Given our team’s geo-distributed nature, it is very common to have SLA coverage hours that go beyond 8x5.

In the event that the Customer has concerns regarding GLOOKAST’s progress with a particular issue or with any other matter regarding the delivery of Support and Maintenance, the Customer may raise such concerns with GLOOKAST by reaching out to the Head of Professional Services.

In some cases, the issue reported may not be possible to resolve using the available tools or software versions. For those cases the GLOOKAST support team will evaluate the need for an internal escalation to the Development team that will analyze it and provide a Workaround or and ETA for the fix, the fix may be delivered as a temporary patch or a full new release of the product.

Support must be renewed on a yearly basis, starting from the day after the previous support contract has ended in order to be maintained. Payment for support renewal must be received within 30 days of the last support contract end date. If support is not maintained, GLOOKAST retains the right to:

1. Not to provide support outside of statutory rights required by law.

2. Charge a 25% reinstatement fee for systems whose support contracts have been lapsed for longer than 30 days after current support expiration date.

Issues will be categorized as set out below by GLOOKAST in GLOOKAST’s reasonable opinion at the time each issue is reported.

RED

Critical Break Fix: Customer business process is directly and severely affected or degraded and there is no procedural workaround found.

ORANGE

Serious Break Fix: Customer's system is degraded such that some functionality, key to the Customer’s business processes, is limited or unavailable, but the Customer is still performing core processes, or a workaround has been found that is stable, but considered temporary only.

YELLOW

Medium Impact: A non-urgent issue, which may affect a Customer business process at present or in the future, that requires investigation and which may lead to improvements or fixes in future releases.

GREEN

Information request, configuration changes, Service, Training, Feature Request: A request for update or upgrade services to a new release, training, consultancy, or a specific enhancement to the Software Product that is separately chargeable.

GLOOKAST shall use its reasonable efforts to respond to and resolve issues during the timeframes set out below, where the durations specified are business hours, i.e. hours during which the Support services are available as described in Support Hours section. Exact response times, expected time for resolution, follow-up / update frequency, and expected solution are all detailed on the Support Matrix and Procedure document provided to customers with active SLAs.