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General Agreement for the Procurement of
The License of Software and Services Between
Jabber, Inc.
and
AT&T Corp.
Agreement made March 22, 2002 by and between Jabber, Inc., (“Supplier”) a Delaware corporation, having a place of business at 1899 Wynkoop St., Denver, Colorado 80202 and AT&T Corp. (“AT&T Corp.”), a New Jersey corporation, having a place of business 3210 Lake Emma Rd., Lake Mary, Florida 32746, to facilitate the anticipated future procurement of the license of Software, the purchase of Maintenance Services and Materials, and Professional Services
On the basis of Supplier’s representations and in reliance upon Supplier’s expertise in analyzing, designing and providing equipment and software appropriate for Company’s applications, the parties agree as follows:
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The definitions of this Article, which are set forth below in italics, apply to all the Articles of this Agreement:
Associated Entity means a corporation, partnership or venture, a majority of whose voting stock or ownership interest is owned directly or indirectly by AT&T Corp.
Company means AT&T Corp. or an Associated Entity which enters into or issues an Order under this Agreement.
Equipment means data processing and similar equipment, and also includes options, accessories and attachments for more basic equipment. Equipment includes as a component thereof any Media fixedly embedded therein in that it is not normally replaced except for maintenance and repair. Equipment may include in its meaning, depending upon context, a system or systems consisting of tangible Equipment and intangible Software.
Identification means any copy or semblance of any trade name, trademark, service mark, insignia, symbol, logo, or any other product, service, or organization designation, or any specification or drawing of AT&T Corp. or an Associated Entity, or evidence of inspection by or for any of them.
Indemnitees means Company, its customers, officers, directors, employees and representatives, others doing work under its immediate or ultimate direction and control, its end customers and intermediaries in the distribution chain, and its successors and assigns.
Information means any idea, data, program, technical, business or other intangible information, however conveyed.
Machine means any piece of electronic equipment capable of running commercial software including, but not limited to, the Software.
Maintenance Services mean all services required to operate the Equipment and Software in conformance with all descriptions and Specifications in the contract and the detection and correction of any Equipment or Software errors.
Materials means Media not fixedly embedded in Equipment, and tangible supplies of other kinds which are for or associated with Software.
Media or Medium means any document, print, tape, disc, tool, semiconductor chip or other tangible information-conveying article.
Modifications means Company additions or deletions to the Software documentation or Modifications to the Company Applications.
Order means Company’s form of purchase order or contract used for the purpose of ordering Software, Services or Materials.
Services mean Maintenance Services and other services in support of licensed Software.
Software means intangible Information constituting one or more computer or apparatus programs and the informational content of such programs, together with any documentation supplied in conjunction with and supplementing such programs, the foregoing being provided to Company by way of electronic transmission or by being fixed in Media furnished to Company.
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Specifications means the specifications for the Software as set forth in this Agreement and in the Order, or if not so set forth, shall mean Supplier’s current published specifications, user documentation, and other information for the Software as of the date of the Order and any additional specifications furnished by Company. Any provisions contained in Supplier’s specifications in conflict with the provisions of this Agreement shall be deemed deleted.
Supplier means the other party to this Agreement with Company to whom an Order is issued under this Agreement.
Use means use by any individual having authorized access to the computer on which the Software is operated. Such operation may include, without limitation, storing, loading or installing the Software in either the volatile or non-volatile memory of Equipment and displaying, executing or running the Software for the benefit of any or all of the following; the individual, Company; Company’s Customer; or Company Customer User.
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The definitions of Article I apply to this Article. Also, the definitions which are set forth below apply to this Article:
Anonymous User is a user who is allowed to access an application Software product which is licensed hereunder and managed or supported by or for Customer.
Customer(s) or Company’s Customer(s) includes, but is not limited to, a corporation, partnership, venture, or other entity to which Company intends to provide a Value Added Service Offering utilizing Software or Services obtained from Supplier under this Agreement. For the purposes of this Agreement, Customer also includes a corporation, partnership, joint venture, or other entity to which Company intends to transfer the license to a sublicensee or Transferee or Company Customer User.
Customer Site means (i) a Company’s Customer location at which Company and/or Supplier are to deliver Services, Software and/or Equipment to such Customer under a Prime Contract; (ii) and/or at which Supplier is to provide Services and/or Equipment to Company under this Agreement.
Customer Users means employees, agents, contractors, and representatives of Company’s Customer, as well as Anonymous Users and/or any unaffiliated third party doing business with Company’s Customer with a need to use any Software licensed hereunder or to have access to its networks.
Enhancements mean all Software changes, including enhancements, new releases, new versions, product improvements, system modifications, updates, upgrades, field modifications and the like.
Prime Contract means an agreement between Company and one or more of Company’s Customers in which such Customers are to procure Software, Services and /or Value Added Services from Company.
Software Source Material means Information consisting of all intangible source programs, technical documentation and other information required for maintenance, modification or correction of the most current version of the Software supplied to Company.
Specifications means the specifications for the Software as set forth in the Order, or if not so set forth, shall mean Supplier’s current applicable published specifications and user documentation for the Software as of the date of the Order and any additional specifications furnished by Company. Any provisions contained in Supplier’s specifications in conflict with the provisions of this Agreement or Company’s specifications shall be deemed deleted.
Sublicense means an agreement where Company agrees to grant a license to a Customer pursuant to rights granted by Supplier hereunder.
Transferee means Company’s Customer to whom Company (a) assigns the rights to Use the Software licensed hereunder and (b) to whom Company delegates its duties and responsibilities.
Value Added Service Offering or Solution means the integration of Software or Services which are sold and/or licensed hereunder to Company with Company’s software and/or network or other services and which are then sold to a Customer.
Supplier hereby grants to Company an irrevocable, nonexclusive, worldwide, perpetual, license to Use the Software for use by no more than the Maximum Number of Customer Users as designated in Appendix B. Title to Software
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media shall pass at time of shipment. Shipment is F.O.B. Supplier. For software fixed in Equipment, title shall pass to Company upon acceptance of the Equipment. Software includes the basic items defined in the SOFTWARE AND PROGRAMMING AIDS clause and any other basic items listed on an Order. The foregoing license extends to any use of any program or software derived from the Software.
Supplier hereby grants Company the right to Sublicense and/or transfer the Software to Company’s Customer(s) and/or Customer Users provided that such Sublicense does not grant such sublicensee or Transferee any greater rights than those granted hereunder to Company by Supplier. Notwithstanding the foregoing, such sublicensee or Transferee of the Software shall not have the right to further sublicense or transfer the Software to another third party. All obligations, undertakings and indemnifications by Supplier under an Order shall run and inure to the benefit of Company and the sublicensee or Transferee. No sublicense shall release Company from its obligations under an Order, except that Supplier shall be a third party beneficiary and only the sublicensee shall be responsible to Supplier for sublicensee’s Use of the Software beyond the scope of the license granted to Company by Supplier. With Company’s prior written approval Supplier shall have the right to directly enforce its rights against such sublicensee for Use of the Software beyond the scope of the license granted.
The license granted hereunder includes the right for Company to Use the Software for a) processing information of Company and information of its Customers in connection with Company’s provision of services, b) making a reasonable number of copies of the Software for Use as authorized hereunder; c)providing a wide variety of communications and related services to Company’s Customers, and access to the Software by, Company’s Customers and Company Customer Users; d) allowing a third party-service-provider under contract with Company to Use the Software on or off Company’s or Company’s Customer premises, when such Use is solely for the benefit of Company or it’s Customers; e) modifying, enhancing, and creating derivative works of i) any documentation provided with the Software and/or ii) source code, if any, delivered hereunder, but only for producing Value Added Service Offerings or Solutions; and f) achieving any other purpose set forth in an Order. Upon delivery to Company, all Media shall become the property of Company. The foregoing license extends to any Use of any program or software derived from the Software.
Fees for the license of the Software and the Maintenance of the Software shall be designated in a schedule attached to this Agreement as Appendix B. Appendix B may be revised from time to time by mutual written agreement of duly authorized agents of the parties without amending this Agreement.
Company shall maintain accurate books and records that reflect the number of Customer Users registered on the server Software. Not more than once in any calendar year, Supplier may retain an independent certified public accountant, subject to the approval of Company, (“Accountant”) who may, upon one week’s written notice and during normal business hours and with minimal disruption to the Company’s operations, inspect and audit Company records with respect to installation and use of the Software. Accountant’s activity shall be subject to a non-disclosure agreement between the Company and the Accountant, and any information obtained by the Accountant and conveyed to Supplier shall be subject to the Confidentiality Provisions in this Agreement. Any information obtained by the Accountant shall be subject to review by Company before being turned over to Supplier. If, upon performing such audit, it is determined that the Company has underpaid Supplier by an amount greater than five percent (5%) of the payments due Supplier in the period being audited, Company will bear all reasonable expenses and costs of such audit in addition to Company’s obligation to make full payment in accordance with the terms of this Agreement.
An Order for Software shall be written on Company’s purchase order form and shall contain the following:
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Supplier shall promptly furnish to Company during the duration of the Order, at an agreed upon charge, as provided in the Maintenance Agreement, Appendix C hereto, Software Enhancements and Maintenance Services. All Enhancements shall be considered Software subject to the provisions of the Order. Company may incorporate the Enhancements into the Software or continue using previous versions of the Software, at Company’s option. Company may, at any time and at its discretion, discontinue maintenance of the Software. Company is responsible for installation of the Software and for training Company Customer Users unless otherwise specified in Appendix B.
Company may request in any Order Electronic Distribution of the Software.
Electronic Distribution of all software shall be transmitted to Company via an electronic medium (Internet, telephone transmission, etc.). The Company acknowledges that it is responsible for the verification of all software programs received via an electronic medium. Company is responsible for all sales/use tax obligations. Company shall be authorized to deliver the software to other location either by CD, tape, or electronically.
Title to the Software and to intellectual property rights therein shall remain in Supplier or Supplier’s licensor, as applicable, and Company shall not and shall not knowingly permit any other party to reverse engineer (for the purpose of obtaining source code therefrom), modify, adapt, translate or create derivative works based on the Software except as specifically authorized by the terms of this Agreement. Company shall have the right to make a reasonable number of copies of the Software for Use as authorized in the Order or elsewhere in this Agreement. Company, however, shall not knowingly reproduce copies of the Software for the purpose of supplying it to others except to Company or Company Customer Users.
COPYRIGHT NOTICES
Company shall not remove any copyright notices from the Software and shall reproduce on each copy of the Software wherever a copyright notice, including the Company’s own name appears, the copyright notices contained in the Software as received from Supplier.
Company may make Modifications to the Software. Company shall have all right, title and interest to any Modifications and resulting derivative works and the intellectual property rights in such Modifications or works. Moreover, nothing contained in this Agreement or an Order shall limit Company’s right to reproduce and Use the modified Software, as long as that use does not violate the terms of this grant of License. However, any portion or aspect of the modified Software which is licensed from Supplier under this Agreement or an Order shall continue to be subject to all the provisions of this Agreement and the Order, and nothing contained herein grants to Company any rights to Use the Software other than as recited in this Agreement or the Order.
If the Order specifies that Company’s Use of the Software is limited to a designated site or a designated computer, the provisions of this clause shall apply. For purposes of this clause, site shall include computer, as applicable to the Order. A redesignation shall refer to a change of site and shall include the movement of Software to upgraded equipment. A transfer shall refer to a temporary change of site of the Software.
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Without an additional charge or fee or any requirement for any additional license, Company may:
The license granted under the Order for a designated site may be transferred without notice to Supplier and at no additional charge or fee to Company: (a) to a backup site if the computer at the designated site is inoperative due to malfunction, due to performance of preventive or remedial maintenance, due to engineering changes or due to changes in features or model, until the computer is restored to operative status and processing of the data already entered in the computer at the backup site has been completed or (b) to one other site for assembly or compilation of the Software if the specifications of the computer at the designated site are such that the Software cannot be assembled or compiled on the computer.
Company shall have the right, at no additional charge or fee, to have the Software used at any other location by means of remote electronic access.
If any Software fixed in Media is lost, damaged or made invalid during shipment, Supplier will promptly replace the Software and Media therefore at no additional charge to Company. If any Software is lost or damaged while in the possession of Company, Supplier will promptly replace the Software at the established charge for the associated Media unless such is provided by Company.
On the delivery date, Supplier shall furnish to Company, at no additional charge or fee, at least the following basic items:
Supplier shall, at Company’s request, enter into an Escrow Agreement substantially the same in form and substance to the form attached (Appendix A) to this Agreement to safeguard Supplier’s Software Specifications and source program at any time during the duration of this Agreement. Both parties shall negotiate in good faith such Escrow Agreement.
If the parties have not entered into an Escrow Agreement then the following clause shall apply:
If Supplier, among other things, becomes insolvent, ceases to carry on business on a regular basis or fails to perform its obligations under the Order, and during a period of thirty (30) days thereafter Supplier (or some other financially and technically responsible successor in interest acceptable to Company which assumes in writing Supplier’s
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obligations under the Order) does not continue to perform those obligations, then (a) Supplier, or others acting on behalf of Supplier, shall furnish to Company all Software Source Materials and (b) Supplier will be deemed to have granted to Company a perpetual non-exclusive royalty-free right to Use the Software and the Software Source Materials under the provisions of the Order. If Company’s Use of the Software Source Materials involves Use or copying of copyrighted material or the practice of any invention covered by a patent, Supplier shall not assert the copyright or patent against Company.
Supplier warrants to Company and its customers all of the following:
Supplier does not warrant the Software against any suit or claim of infringement based upon the following (a) the use of the Software in combination, operation or use with any product not furnished by Supplier, where such combination is not required for the normal operation of the Software and where such claim would not have occurred in the absence of such combination, unless such third party products have been provided or recommended by Supplier for use in combination with the Software (b) in a modified state not authorized by Supplier, or (c) in a manner other than as indicated in the Specifications If Software becomes or in Supplier’s opinion is likely to become the subject of a suit or claim of infringement of a patent or copyright, Supplier shall, at its option and expense, (a) obtain the right for Company to use the Software; (b) replace or modify the Software so that it becomes non-infringing; or (c) if Supplier is not reasonably able to do either (a) or (b), terminate this Agreement and the license granted hereunder to the extent it relates to the infringing software. In the event that this Agreement is terminated under this Section, Company shall cease to use the infringing Software, and Supplier shall pay Company, as Company’s sole and exclusive remedy against Supplier for said termination, an amount equal to the fees paid for Maintenance and Services during the preceding year, plus the fees paid under this Agreement for the infringing Software.
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THE WARRANTIES SET FORTH HEREIN CONSTITUTE THE ONLY WARRANTIES OF SUPPLIER WITH RESPECT TO THE SOFTWARE. THEY ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, EXCEPT THE IMPLIED WARRANTY OF TITLE AND AGAINST INFRINGEMENT, BUT INCLUDING, WITHOUT LIMITATION ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.
This License shall remain in effect unless earlier terminated as set forth herein. Company may terminate this Agreement, upon written notice, for any material breach of this Agreement Supplier may terminate a specific license for the failure to pay license fees when due, that Company fails to cure within thirty (30) days following written notice specifying such breach. Notwithstanding the foregoing, in the event of the termination or expiration of this Agreement, all licenses to the Software granted to Company’s Customer(s) and/or Customer Users prior to the effective date of termination or expiration shall remain in full force and effect and shall not be affected by termination or expiration of this Agreement.
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The term “Supplier Employee” means anyone performing the Work or furnished by Supplier under this Agreement, including but not limited to the Supplier’s employees, consultants, representatives, agents, subcontractors, and subcontractors’ subcontractors at all tiers. It is agreed that all persons provided by Supplier to perform the Work are not employees or agents of Company, and Company shall not exercise any direct control or supervision over Supplier Employees but Company’s Technical Representative will be available for consultation. Supplier shall be responsible for monitoring the quality of Work of Supplier’s Employees.
Notwithstanding anything in this clause or elsewhere in this Agreement to the contrary, Supplier shall furnish only Supplier Employees and not consultants, representatives, agents or subcontractors without the prior written consent of Company’s designated Technical Representative in each instance. An Order placed under this Agreement shall constitute the only authorization for Supplier to take any action or to expend money. Estimates furnished by Company shall not constitute commitments. The terms of this Agreement shall also apply to any Services of the type covered under this Agreement performed by Supplier for Company unless covered under a separately executed agreement.
Supplier shall be responsible for its own labor relations with any trade or union which represents its employees and shall be responsible for negotiating and adjusting all disputes. Supplier shall be the sole entity responsible for receiving complaints from Supplier Employees regarding their assignments and for notifying Supplier Employees of the termination or change of their assignments. Company has the right at any time (prior to and after assignment to Company’s Work) and for any reason to reject or to have Supplier remove Supplier’s employees from the Work under this Agreement upon notice to Supplier. Upon such notice, Supplier shall, at Company’s request, replace the Supplier employee(s). In the event of any staffing change, Company shall not be charged for the time required to train the replacement. The amount of noncompensatory training time, if any, shall be mutually determined by Supplier and Company’s Representative.
Supplier further agrees that any Supplier Employee, who is or becomes a “leased employee” (as defined in Section 414 (n) of the Internal Revenue Code) of Company during the term of this Agreement, shall not be covered by, and shall be excluded from participation in, any employee benefit plan maintained by Company.
Supplier agrees that it will only use former employees of Company in the performance of Work under this Agreement or an Order issued under this Agreement if 1) they are not brought back to perform the same assignment they had when they were employees and 2) they have been off the payroll for at least six months. Supplier shall, prior to the start of Work, certify its compliance with these provisions.
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Supplier shall indemnify and save Company harmless from and against any losses, damages, claims, demands, suits and liabilities that arise out of, or result from, any failure by Supplier to perform its obligations under this clause. Supplier shall also indemnify and save Company harmless from any entitlement, assertion or claim, which any of Supplier’s Employees might have or might make relative to rights or privileges in any Company employee benefit plan and which arises, in whole or in part, out of Work rendered under this Agreement and each Order.
An Order for Professional Services shall be substantially in the form described below and shall contain the following information as applicable:
Company, without prejudice to any right or remedy on account of any failure of Supplier to perform its obligations under this Agreement, may at any time terminate the performance of the Work under this Agreement, in whole or in part, by written notice to Supplier specifying the date upon which such termination becomes effective. In the event of any such termination, other than for a breach or failure of Supplier to perform its obligations under this Agreement, Supplier shall be entitled to payment for Services rendered and for expenses properly reimbursable under the purchase order prior to the effective date of termination; provided, however, that payment of any such amounts by Company shall be subject to any provision for the limit of expenditures set forth in the purchase order. The payment of such amounts by Company shall be in full settlement of any and all claims of Supplier of every description, including profit.
In the event of termination of this Agreement, all Company property and all Work Products in Supplier’s possession shall be forwarded promptly to Company.
Company has the right at any time and for any reason to reject or have Supplier remove Supplier’s Employees from the Work under this Agreement upon reasonable notice to Supplier. Upon such notice, Supplier shall, at Company’s request, replace the Supplier Employee(s). In the event of any staffing change, Company shall not be charged for the time required to train the replacement. The amount of noncompensatory training time, if any, shall be mutually determined by Supplier and the Company technical representative.
Company shall pay Supplier for Services in accordance with the Statement of Work entered into pursuant to this Agreement. Supplier’s rates shall remain fixed and may not be increased without the written approval of a designated representative within Company’s Supplier Management Division. Supplier’s rates include the cost of all labor, equipment, materials and other disbursements required to complete the Services provided for under the Order and Company shall not pay Supplier for any other charges, costs or expenses except as specifically authorized by Company in this Agreement or the Order. Company shall only be obligated to pay for Services actually performed. If Work is performed on Company’s premises, Company may require that Supplier Employees’ Work week coincide with the CompanyWork week. Supplier Employees’ vacations and holidays shall be paid by Supplier in accordance with Supplier’s policies. Supplier shall schedule vacations for its Supplier Employees so as not to interfere with or delay the Technical Services to be provided to Company.
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Company’s Technical Representative shall approve Supplier’s authorized charges for Work performed under a Statement of Work issued pursuant to this Agreement.
In addition to payment of the above fee or rates, reasonable expenses for transportation and living while on approved travel assignments outside the area may be reimbursable, if authorized in this Agreement. Supplier shall submit invoices for reimbursable transportation and living expenses promptly upon completion of the travel events. Supplier shall list the transportation and living charges as separate items on each invoice for the period covered, and such items shall be in the same detail and accompanied by the same receipts as are required for Company’s on–roll employees. All authorized travel and living expenses will be reimbursed in accordance with the provisions set forth below. All invoices shall be certified as approved by Company’s Technical Representative prior to submission for payment. Supplier shall retain all such records for a period of not less than one calendar year after the expiration of this Agreement.
Company shall specify a limit on Services to be provided by designating a maximum monetary amount in this Agreement. Supplier shall not perform Services and Company shall not be required to pay for Services beyond the point where billing would exceed the specified limit unless Supplier shall have first secured an amendment authorizing the increased expenditure.
Prices shall not increase during the initial twelve month period of performance under this Agreement. Thereafter, Supplier may request an increase in price under this Agreement only once in each succeeding twelve (12) month period by giving written notice to a designated representative within AT&T Supplier Management Division at least forty-five (45) days prior to the proposed effective date thereof. Such revision shall be determined by mutual agreement of the parties, and shall be based upon rate guidelines administered by AT&T Supplier Management Division. Services provided prior to the proposed effective date shall not be affected by the proposed price revision. If the parties fail mutually to agree upon revised prices by the proposed effective date, Supplier shall diligently continue in the performance of this Agreement as if the request for price increase had not been made.
Invoices shall be sent monthly while Services are being performed, and a final invoice shall be sent upon completion or termination of Work to the address provided in the Order.
For Services performed on a Time and Materials Basis, each invoice shall reference this Agreement, the Order number, the Statement of Work (and supporting Project Work Plans), and list all chargeable items in units and dollar amounts. The invoice shall list by name and classification each Supplier Employee whose time is included and shall show the
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total hours worked by each and the hourly rate charged as well as any approved expenses incurred. At Company’s option, all invoices are payable 1.5% net 10, or net 30 from the date of receipt of invoices or Services, whichever is later.
For Services provided under a Fixed Price Engagement, Company shall be invoiced monthly under the relevant Statement of Work (and supporting Project Work Plans) based upon the percentage of the work completed during the course of that month. The invoice shall reference this Agreement, the Order number, the relevant Statement of Work (and Project Work Plans) and detail the Supplier’s progress on the specific project iterations during each month. The Company may withhold a retainer equal to 20% of the invoice amount, excluding approved expenses. Upon written acceptance at each iteration as defined herein, Company agrees to pay Supplier the retainer amount for that iteration in full within 10 days from the date of acceptance. Approved expenses shall be billed monthly. At Company’s option, all invoices are payable 1.5% net 10, or net 30 from the date of receipt of invoices or Services, whichever is later.
If supporting services (such as computer machine time) are required in the performance of any Services and a charge for such use will be billed to Company, written approval of such arrangements shall be specified in this Agreement. The Work shall be delivered free from all claims, liens and charges whatsoever. Company reserves the right to require, before making payment, proof that all parties furnishing labor and materials for the Work have been paid.
Company shall be responsible for paying state and local sales and use taxes, as applicable to transactions under this Agreement.
The intent of this clause is to establish Company’s standard of performance which must be met before the Work is accepted by Company.
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All right, title and interest in and to all tangible and intangible Work and Work Products developed or produced under this Agreement by or on behalf of Supplier for Company, whether comprising or incorporated in specifications, drawings, sketches, models, samples, data, computer programs, reports, documentation or other technical or business information, and all right, title and interest in and to patents, patent applications, copyrights, trade secrets, trademarks and other intellectual property derived from such Work and Work Products are hereby assigned by Supplier to Company and are hereby agreed by Supplier to be transferred to Company or otherwise vested therein, effective when first capable of being so assigned, transferred or vested. Supplier shall obligate its employees, subcontractors and others to provide, and shall supply to Company at no extra cost, all such assignments, rights and covenants as Company deems appropriate to assure and perfect such transfer or other vesting; provided, however, if any such Work or Work Products which are deemed Enhancements to Software licensed from Supplier shall be governed by such license and by the terms of Article III. All Work and Work Products shall be provided to Company as required herein or on termination or completion of this Agreement, whichever is earlier, unless Supplier is requested in writing to do otherwise. All such work and work products shall be considered and arranged to be a “work made for hire” to the extent allowed by law.
The Work and Work Products developed or produced under this Agreement shall be the original work of Supplier, unless Company’s technical representative has consented in writing to the inclusion of Work or Work Products owned or copyrighted by others (hereafter “included Works”). In requesting such consent, Supplier shall notify Company of the scope of the rights and permissions Supplier intends to obtain for Company with respect to such included Works and modify the scope of same as requested by Company. Copies of all rights and permissions, clearly identifying the included Works to which they apply, shall be supplied to Company promptly after their acquisition.
Company shall not acquire title hereunder to any intangible Work or Work Products preexisting execution of this Agreement and not developed or produced in anticipation hereof. Supplier agrees to grant and hereby grants to Company a non-exclusive, royalty-free license to use such preexisting Work or Work Products to the extent that they are needed for Company to exercise the rights granted by Supplier to Company hereunder.
Supplier agrees, for itself and its affiliates, not to assert patents and copyrights owned or controlled by Supplier or any parent thereof or subsidiary of either against Company, its affiliates, and its or their direct or indirect customers, in connection with any Work Product or other subject matter directly or indirectly derived from Work done hereunder.
Except for information owned by Company under the clause TITLE TO WORK PRODUCT, no specifications, drawings, sketches, models, samples, tools, computer or other apparatus programs, technical or business information or data, written, oral, or otherwise, furnished by Supplier to Company under this Agreement or order, or in contemplation of this Agreement or order shall be considered by Supplier to be confidential or proprietary.
Company may, at its discretion, require Supplier Employees to exhibit identification credentials, which Company may issue, in order to gain access to Company’s premises for the performance of the Work. When Supplier Employees are no longer performing Work, Supplier shall ensure the prompt delivery to Company’s Technical Representative of the identification credentials involved or a written statement of the reasons why the identification credentials cannot be returned. Supplier shall be liable for any damage or loss sustained by Company if such credentials are not returned to Company.
No licenses, express or implied, under any patents are granted by Company to Supplier under this Agreement.
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Software license rights or usage of the Software shall not be conditional upon the ordering of Support Services by Company. Cancellation or termination of Support Services by Company will not in any way affect the license granted hereunder under Article II.
Support Services are an option that may be exercised by Company at Company’s sole option and may be cancelled at any time upon thirty (30) days written notification by Company to Supplier. In the event Company cancels Support Services, Company shall be entitled to a pro-rated refund for the remaining time period. Fees shall be set in accordance with Appendix B of this Agreement.
Supplier shall be responsible for all Support Services and shall not assign or transfer these duties and or responsibility without the express written consent of Company in accordance with the ASSIGNMENT clause.
Supplier will invoice Company for annual Support Fees in accordance with Appendix B.
As a minimum the Supplier shall provide the following range of coverage for its on-call technical support at the prices specified in Appendix B: Routine (8X5): 8 hours per day, 5 days per week.
Mission Critical (24X7): 24 hour a day, seven (7) days a week, 365 days per year and including holidays.
During the applicable Coverage Period, Supplier will provide access to knowledgeable technician(s) for Software questions, troubleshooting, and problem resolution via a telephone hotline. Company’s access to hotline technicians during the Coverage Period shall be immediate. Supplier will provide a hotline telephone number to be used by Company. Upon request, Supplier shall also provide e-mail addresses and/or pager number for hotline technician(s).
Supplier shall insure that technical support provided under Support Services shall meet the following minimum performance metrics based upon Severity Level. The appropriate Severity Level will be determined by an authorized Company representative.
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Severity Level 1—In the event that hotline support technician is unable to immediately resolve a problem during initial call from Company representative, a callback from Supplier shall be made within 1 hour of the trouble report. Callback will be from a knowledgeable Supplier representative with skill set sufficient to obtain prompt problem resolution. Support will be seven (7) days a week, 24 hours a day, including holidays.
Severity Level 2—In the event that hotline support technician is unable to immediately resolve problem during initial call from Company representative, a call back from Supplier shall be made within 14 hours. Callback will be from a knowledgeable Supplier representative with skill set sufficient to obtain prompt problem resolution. Support will be six (6) days a week (Monday through Saturday), 24 hours a day, including holidays.
Severity Level 3—In the event that hotline support technician is unable to immediately resolve problem during initial call from Company representative, a call back from Supplier shall be made within 1 day. Callback will be from a knowledgeable Supplier representative with skill set sufficient to obtain prompt problem resolution. Support will be five (5) days a week (Monday through Friday), 24 hours a day, including holidays.
Severity Level 4—In the event that hotline support technician is unable to immediately resolve problem during initial call from Company representative, a call back from Supplier shall be made within 2 days. Callback will be from a knowledgeable Supplier representative with skill set sufficient to obtain prompt problem resolution. Support will be five (5) days a week (Monday through Friday), 24 hours a day, including holidays
Severity Level 1—A program fix or work-around shall be provided with a goal of 12 hours from notification for all problems designated as a defect or deficiency which has a material impact on Company’s use of the Software. A patch shall be provided within 48 hours of notification of Severity Level 1 problem. If necessary, Supplier shall work towards problem resolution twenty-four (24) hours around the clock after receipt of verbal or written notification for all problems designated as such. The restoration date may extend outside the immediate 8 hours, but will be a function of the total continuous effort towards resolution.
Severity Level 2—A program fix or work-around shall be provided within 5 calendar days of notification for all problems designated as Severity Level 2. A patch shall be provided within 5 calendar days of notification of a problem.
Severity Level 3—Supplier shall restore the licensed software to operating specifications with a goal of 10 calendar days from notification.
Severity Level 4—Supplier shall restore the licensed software to operating specifications with a goal of 15 calendar days from notification.
Company may reclassify the Severity Level of a problem upon notice to Supplier. This includes, but is not limited to, instances where the problem is more severe or having a greater impact than originally thought or if the problem becomes more frequent or starts significantly affecting operations.
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Supplier shall accept requests for problem resolution from a reasonable number of representatives as may be designated by Company with acceptance by Supplier at any site during any given time period. Support Services shall not be conditional upon designated callers.
Companys Level 1 & Level 2 Support organizations will provide the following functions:
Act as the sole interface for the Central Point of Contact (CPOC) for individual customers experiencing MIM problems AT&T Global Network Services (AGNS).
AGNS Level 1 CustomerCare will perform all initial AGNS problem determination to resolve the problem or to identify the source of the problem.
If it is determined that the failing component is related to the MIM Product itself or the problem is unidentifiable by Level 1 & Level 2 PD efforts, Level 2 will engage JabberSupport for assistance in resolution by sending the problem ticket to Jabber Corp.
Company Customer Assistance will maintain an owner within CustomerCare to monitor the ticket, and Level2 will own the liaison role between AT&T Labs and the customer CPOC/individual customer.
Provide Level 3 support for the MIM service.
Monitor the Jabber CSS MIM queue for new problems being assigned to Jabber.
Maintain the level of Sev1/Sev2/Sev3/Sev4 response times as defined in the chart shown below. Response times include updating the problem tickets within the guidelines of the Severity chart.
Provide/Update tools used by the CPOC and Level1/Level2 to determine customer profile information & status and do PD.
Provide updates and input into the PROtrack database that allows Level 1/Level 2 to search/find answers to problems already resolved by Jabber. This would be information to populate our database with “known problems” that we might see again during the life of the MIM service, and the answers to those problems.
Provide a FAQ for customers during the enabling stage.
Provide Escalation procedures/contacts/phone #s in the event that AT&T needs to escalate a particular problem/issue above the normal process.
The following tables outline the severity codes and definitions for this service between ATT and Jabber:
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Supplier shall record and monitor all incidents, maintaining tracking logs accurately and timely. Supplier shall not close an incident or change the priority of an incident without written authorization by Company.
Supplier shall maintain accurate and timely incident status throughout the duration of problem resolution. Problems that cannot be resolved via initial point of contact will be immediately referred to the next level of support. This second level of support (Level 2) will be designated as Company’s point of contact for escalation until the problem in resolved. Escalation metrics are based upon the Severity Level.
Severity Level 2—If a problem has not been resolved within 12 hours of initial notification, the Level 2 Supplier representative will escalate problem to Supplier’s development organization immediately.
Severity Level 3—If a problem has not been resolved within 5 calendar days of initial notification, the Level 2 Supplier representative will escalate problem to Supplier’s development organization immediately.
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Severity Level 1—Upon receipt of notification of a problem, the Level 2 Supplier representative will escalate problem to an executive within the Supplier’s management team.
Severity Level 2—The Level 2 Supplier representative will escalate a problem to the appropriate level of management within Supplier’s organization at the same time the problem is escalated to Supplier’s development organization.
Severity Level 3—If problem has not been resolved within 8 calendar days of notification, the Level 2 Supplier representative will immediately escalate the problem to the appropriate level of management within Supplier’s organization.
Supplier shall provide Company with an electronic report monthly showing the number of problem reports it has received and provide resolution of the problems identified.
Company may extend the term of the Support Services by providing Supplier notice of intent to renew at least 30 days before the support period expires. Renewal shall reflect any inventory changes including additions and deletions. If the Company exercises its option to renew, the extended support period shall continue to be governed by the terms and conditions associated with this Agreement.
Suppler agrees not to increase the annual fee for Support Services for Software by more than the amount permitted under the clause FEES in Article II.
Upon receipt of a customer-reported problem, Level1 will determine if the problem is related to the customer’s client or PC, AGNS LIG, AGNS Backbone, or customer premises equipment. Level2 will be engaged if Level1 determines that the problem is related to the Managed Instant Messaging client software itself or they cannot resolve the issue in an appropriate timeframe. In the event Level2 cannot determine the problem, they will engage Level3 (Jabber, Inc.) by placing the Problem Ticket into the Jabber, Inc. support queue as part of the Jabber support portal for MIM. The following pieces of information will be the minimal required to pass to Jabber, Inc. (Level3):
Upon resolution of a customer reported trouble, Jabber, Inc. would contact the Level2 ticket owner and provide them the resolution so that Level2 can verify the resolution with the customer. If the end user accepts the resolution, Level2 will close the problem ticket. If the end user doesn’t accept the resolution, Level2 will work with the user and if necessary, re-engage Jabber, Inc
CONTACT INFORMATION AND HOURS OF OPERATION:
Level1 is available to Jabber, Inc. via this phone number. This dedicated number is staffed 24x7.
Jabber, Inc. is available to AGNS via this phone number. This dedicated number is staffed business hours.
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