TERMS & CONDITIONS FOR CNTXT SUPPORT SERVICES

1. Definitions

1.1 "Applicable Laws'' means all applicable laws (including anti-bribery laws and export laws) , regulations, enactments, mandatory directives and mandatory orders and administrative decisions issued by a supervisory authority having jurisdiction over the operation of the parties, in so far as these legal instruments are finally determined, published and generally applicable, as well as regulatory permits and regulatory licenses, that are applicable to each party’s fulfilment of its rights and obligations under or in relation to these Terms and Conditions.

1.2 “Basic Support” has the meaning set forth in Section 2.2.1.

1.3 “Business Day” means any day during the Hours of Operation.

1.4 “CNTXT Designated Support Admins” means administrators or technical employees of CNTXT who are allowed to add Designated Contacts to the End-Customer’s account.

1.5 “CNTXT Support Personnel” means the CNTXT representatives responsible for handling Requests.

1.6 “CNTXT Support Portal” means the portal used by End-Customers to log support tickets.

1.7 “CNTXT Support Tool” means the tool used to manage support activities.

1.8 “Designated Contacts” means administrators or technical employees designated by End-Customer who are allowed to contact CNTXT for technical support (each a “Designated Contact”).

1.9 “End-Customer” means any person that purchases Google Product(s) from CNTXT directly or, in case of a Reseller having a valid Reseller Agreement with CNTXT, any person that entered into an End-Customer Agreement with the Reseller to use Google Product(s).

1.10 “End-Customer Agreement” means an agreement between Reseller and an End-Customer pursuant to which Reseller sells or supplies the Google Product(s) to the End-Customer limited to the scope as set out in the Reseller Order Form.

1.11 “End-Customer Order Form” means an order form through which an End-Customer orders Google Products directly from CNTXT or, in case of a Reseller having a valid Reseller Agreement with CNTXT, from that Reseller.

1.12 “Enhanced Support” has the meaning set out in Section 3.5.

1.13 “Google” has the meaning given at https://cloud.google.com/terms/google-entity

1.14 “Google Support Tool” means the Admin Console or a support tool located at a URL (as may be updated from time to time) provided by CNTXT.

1.15 “Hours of Operation” means 17:00 on Saturday to 17:00 on Thursday Saudi Arabia Time Zone, except for holidays in local time for each region documented in the Google Support Tool.

1.16 “Level 1 Support” means support consisting of call receipt, screening and incident classification, providing resolution of simple or known problems, the administration of End User accounts, tracking of all incidents to resolution, the maintenance of support infrastructure and the distribution of any replacement media or updates.

1.17 “Level 2 Support” means support consisting of installation assistance, complex problem resolution achievable with reference to Provider’s technical support information databases or Documentation, troubleshooting, and building test cases to reproduce problems and identify program errors. Provider’s technical support information databases or Documentation, through patches, bug fixes, work-arounds or an Update.

1.18 “Level 3 Support” means support consisting of resolution of incidents for which a resolution is not available in Provider’s technical support information databases or documentation, through patches, bug fixes, work-arounds or an update.

1.19 “Maintenance” means maintenance work that is performed on hardware or software delivering the Services.

1.20 “Notification Email Address” means the email address provided in the End-Customer Order Form.

1.21 “P1” means Critical Impact – Service Unusable in Production.

1.22 “P2” means High Impact – Service Use Severely Impaired.

1.23 “P3” means Medium Impact – Service Use Partially Impaired.

1.24 “P4” means Low Impact – Service Fully Usable.

1.25 “Pre-General Availability Offerings” has the meaning set forth in Section 2.4.6.

1.26 “Premium Support” has the meaning set out in Section 3.6.

1.27 “Priority” means P1, P2, P3 or P4 depending on the level of impact a Request is having on End-Customer’s operations and is used to establish Target Initial Response Times.

1.28 “Request” means a request from a Designated Contact to CNTXT Support Personnel for technical support to resolve a question or problem report regarding the Google Products, as applicable.

1.29 “Standard Support” has the meaning set out in Section 3.4.

1.30 “Target Initial Response Times” has the meaning set forth in Section 2.5.2.

1.31 “Technical Account Management (TAM)” has the meaning set forth in Section 2.5.6.

1.32 “Terms and Conditions” means these terms and conditions for CNTXT support services.

1.33 “TSS” means technical support services.

1.34 “Value Add Services” means additional TSS available to End-Customer, as and if indicated in the Reseller Order Form, for an additional fee and includes Standard Support, Enhanced Support or Premium Support.

2. TERMS AND CONDITIONS FOR CNTXT SUPPORT SERVICES

2.1 Purpose

2.1.1 These Terms and Conditions contain the support provisions provided by CNTXT to the End-Customer.

2.2 Support Offerings

2.2.1 Basic Support. As part of End-Customer’s purchase of Google Products pursuant to an executed End-Customer Order Form, CNTXT will provide Basic Support to End-Customer. Accordingly, Customer will automatically receive services and Maintenance updates in accordance with section 2.5.4, support for billing inquiries, and access to documentation, white papers, online best practices guides, and community forums.

2.2.2 Value Add Services. In addition to the Basic Support, End-Customer may order Value Add Services for an additional fee as set out in the End-Customer Order Form. These Value Add Services will be offered in three different packages – Standard, Enhanced or Premium Support – the scopes and prices of which are each set out in Sections 3.4, 3.5, 3.6 and the relevant End-Customer Order Form.

2.2.3 CNTXT reserves the right to refuse to provide support to any End-Customer that frequently signs up for and then terminates CNTXT support.

2.3 End-Customer Order Form. Value Add Services will be purchased via an End-Customer Order Form and will have a minimum commitment of twelve (12) months.

2.4 Support Request Submission.

2.4.1 End-Customer efforts to fix errors. Prior to making a Request to CNTXT, the End-Customer will use reasonable efforts to fix any error, bug, malfunction or network connectivity defect without escalation to CNTXT. If the End-Customer was unable to fix the error, its Designated Contact may submit a Request for TSS in the CNTXT Support Portal.

2.4.2 Characterization of Requests. In its Request pursuant to section 2.4.1, the End-Customer designates P1-P4 priority upon submission of the Request. CNTXT will review End-Customer’s priority designation and may revise designations that CNTXT believes are incorrect. 

2.4.3 Request acknowledgement. CNTXT may respond to a Request by acknowledging receipt of the Request. The End-Customer acknowledges and understands that CNTXT may be unable to provide answers to or resolve part or all of the Requests.

2.4.4 Procedures for acknowledgement. When making a Request and at CNTXT’s request during the support, the End-Customer will provide all requested diagnostic information and assist CNTXT Support Personnel as may be required to resolve a Request.

2.4.5 Level of support. Subject to the above, CNTXT will provide Level 1 and Level 2 Support to End-Customer’s Designated Contacts only. If the CNTXT support (Level 1 and Level 2) is unable to resolve the issue, then CNTXT will open a support case to Google (Level 3 Support).

2.4.6 Building applications. For clarity, CNTXT has no obligation under these Terms and Conditions to: (a) write, build or improve any software applications, or write code to facilitate applications; (b) configure the Services for End-Customer; or (c) design, build or review End-Customer infrastructure.

2.4.7 Pre-General Availability Offerings. CNTXT has no obligation to provide TSS for Pre-General Availability Offerings (“Pre-GA Offerings”) but may consider Requests relating to Pre-GA Offerings on a case-by-case basis.

2.4.8 Resolution of Requests. Upon resolution of a Request, End-Customer may receive an optional survey to provide feedback to CNTXT on the Request support experience.

2.5 Accessing support.

2.5.1 Setting Designated Contacts. Only CNTXT Designated Support Admins may add Designated Contacts to End-Customer’s account. If the End-Customer wishes to change its Designated Contacts, it will notify CNTXT via the CNTXT Support Tool at least five (5) Business Days prior to the change.

2.5.2 Support Hours and Target Initial Response Times. CNTXT will process Requests during the Hours of Operation and in accordance with the applicable Target Initial Response Times for each support level as set out in Section 3.4.2, Section 3.5.2 and Section 3.6.3, unless otherwise indicated in these Terms and Conditions. Any Requests received outside of the Hours of Operation will be logged and processed during the next Business Day.

2.5.3 Compliance with Applicable Laws. CNTXT will not provide TSS if prohibited from doing so by Applicable Laws.

2.5.4 Maintenance. To ensure optimal performance of the Services, CNTXT performs periodic Maintenance. In most cases, Maintenance will have limited or no negative impact on the availability and functionality of the Google Products. If CNTXT expects planned Maintenance to negatively affect the availability or functionality of the Google Products, CNTXT will use commercially reasonable efforts to provide at least one (1) month’s advance notice of the Maintenance to the End-Customer. In addition, CNTXT may perform emergency unscheduled Maintenance at any time. If CNTXT expects such emergency unscheduled Maintenance to negatively affect the availability or functionality of the Services, CNTXT will use commercially reasonable efforts to provide one (1) month’s advance notice of such Maintenance to the End-Customer. Maintenance notices noted above will be provided via the CNTXT Support Tool or via an email to the Notification Email Address.

2.5.5 Language support. All support provided by CNTXT pursuant to these Terms and Conditions will be provided in the English language by Arabic and English CNTXT Support Personnel.

2.5.6 Technical Account Management (TAM). For an additional fee as set out in the End-Customer Order Form, the End-Customer may purchase access to a named Technical Account Manager (TAM) to (i) assist End-Customer in developing a strategy with respect to the Services, and (ii) provide best practice guidance on implementation and use of the services, and manage technical support escalations and coordinate with CNTXT subject matter experts to address technical inquiries related to the services. TAM services are not included in any CNTXT Value Add Support offerings. 

3.3 Payment Terms

The payment terms relating to TSS will be set out in the End-Customer Order Form, as applicable.

3.4.1 CNTXT Standard Support. Standard Support includes 1 Designated Contact.

3.4.2 Target Initial Response Times for Standard Support during the Hours of Operation.

1. a) Enrollment. Standard Support requires a minimum 1-year fee commitment from the date on which the End-Customer enrolls.
2. b) the End-Customer may unenroll from CNTXT Standard Support at any time by notifying CNTXT in writing and any such unenrollment will take effect. Applicable fees for the End-Customer's downgraded support level will be calculated at the downgraded amount, from the later of (a) the date of such unenrollment, and (b) the Business Day following the 1-year anniversary of the End-Customer's enrollment in CNTXT Standard

3.5 CNTXT Enhanced Support

3.5.1 CNTXT Enhanced Support. Enhanced Support includes 2 Designated Contacts.

* During the Hours of Operation.

3.6 CNTXT Premium Support

3.6.1 CNTXT Premium Support. Premium Support includes 2 Designated Contacts.

* During the Hours of Operation.