Subscription Contract services shall consist of the following elements: software updates for hotfixes, patches, and updates; warranty period extensions for computer hardware; provisioning of spare parts in the event of a malfunction (via either a send-in or on-site replacement); and technical support provided either online or over the phone. Said services may only be obtained as part of a service package, and only one Subscription Contract may be concluded per system security solution.

Software Subscriptions

Software Subscription contracts shall govern the release of hotfixes, patches and updates during the term of a Subscription Contract.

• Hotfixes and patches shall provide standard function optimizations and shall correct software errors.
• Updates shall provide new main functions of a standard nature as well as function optimizations, and shall eliminate software errors.
• gateProtect shall make the hotfixes, patches and updates hereof available on the gateProtect Web site so that the Customer can download and incorporate these elements.
• The Customer shall make a complete backup copy of the Customer’s current system before incorporating any patch, hotfix, or update.

Additional warranty services for computer hardware

• During the initial term of the Subscription Contract (12, 36 or 60 months, i.e. the period immediately following the Customer’s initial purchase), the Customer shall be entitled to an extended hardware warranty period and to replacement of any malfunctioning hardware device by a comparable device. Said entitlement shall be in addition to that defined in the Standard Terms and Conditions and shall vary according to the terms of the Customer’s existing Subscription Contract.
• If a Subscription Contract with a first term of 12 months will be extended, the warranty and the hardware replacement shall be limited to a term of 24 months following purchase of the system security solution. If a Subscription Contract with a first term of 36 or 60 months will be extended, the warranty and the hardware replacement shall be limited to the maximum term of this “first” subscription contract (36 or 60 months).

Hardware replacement modalities

The Customer may choose from one of the following three hardware replacement modalities during the warranty period
of the Customer’s Subscription Contract: send-in, on-site replacement within 48 hours, or on-site replacement within two hours. These modalities are summarized in the Service Level Agreement table.

Subscription Comparison

	Premium	Expert+
1. Software subscription
1.1 Hotfixes/Patches
1.2 Updates
2. Hardware
2.1 Warranty
Hardware Appliances
2.2 Replacement
Bring in (14 days)
On-site exchange (48 hours)
On-site exchange (2 hours*2)	-
3. Technical support
3.1 Form
Online portal
Phone call-back*3
Phone call-in*4	-
3.2 Responsetime
12 hours
6 hours
2 Hours	-
0 hours	-
3.3 Coverage time
8 hours x 5 days*6
24 hours x 7 days	-