Common use of Issue Reporting Clause in Contracts

Issue Reporting. The primary way to notify nexB of an issue is to create a Request in our Customer Support System (CSS) which requires a Web browser for access. When your Subscription for DejaCode starts, you will be invited to register with our Customer Support System. We recommend creating two contacts for your organization (one primary and one backup). Once you are registered, you can enter a Request directly or by email. Please provide as much information as possible about how to replicate the problem you are experiencing. We will replicate the issue to verify it and provide a solution. Many issues may require a temporary workaround before a permanent fix is available. When you create a ticket, please rate the Severity of the issue according to the Severity Descriptions in the table below. Severity Level Severity Description Response Time Workaround Time Permanent Solution Time for Temporary Workaround 1 Critical problem that blocks functional usage of the Software. Up to 6 business hours to respond Up to 24 business hours for a workaround Up to 10 business days 2 Software functionality or performance is materially impaired. Up to 12 business hours to respond Up to 3 business days for a workaround Up to 15 business days 3 Software functionality or performance is not materially impaired. Up to 48 business hours to respond Up to 10 business days for a workaround Best effort for next release When nexB provides a Workaround for an issue, the Severity of that issue is downgraded to a lower level. If you need to speak directly to nexB about a Request because of its Severity Level or because you want to request an escalation, you contact us by telephone at +▇ (▇▇▇) ▇▇▇-▇▇▇▇ during nexB’s normal business hours which are Monday to Friday, 8 AM to 6 PM Pacific time, excluding US holidays. nexB releases software Updates on a quarterly cycle (calendar quarters). Each Update will normally include “permanent” fixes for bugs and enhancements plus updates to License and Component data. nexB provides technical support for the current maintenance release plus the two prior releases. DejaCode Dataspaces are designed so that you can customize your License and Component data and still receive License and Component data updates from nexB without losing your changes. All Content updates from nexB are applied only to the nexB Reference Dataspace (Cloud or On-premises).