Support Program Description
Introduction
This Support Program Description describes the Celestica Care Services Offering (the "Services") that Celestica makes available for purchase by End Users of Celestica products (each, an "End User") directly or through its authorized resellers.
Support Program Definitions
As used in this Support Program Description, the following terms have the following meanings:
- Case
- Means a Customer Support Request opened in CSP.
- CSP
- Means Celestica's Customer Support Portal where Customer shall submit requests for assistance, access and download documents and software, and track the status of open support requests.
- Documentation
- Means technical documentation (where available) and other written collateral (such as Release Notes) made available by Celestica through CSP.
- Defect
- Means defects that materially impair the use or functionality of supported Software in a product or otherwise cause the product to no longer conform to its published technical specification.
- Enhancement
- Means a request to implement a new capability or a different behavior than what is intended or specified by Celestica.
- Hardware
- Means a Celestica Product or components purchased by Customer.
- Maintenance Release(s)
- Means incremental Software releases designed to address Defects found in prior releases and does not imply feature additions.
- Feature Release(s)
- Means regularly scheduled Software releases that include new features and fixes for defects found in previous releases.
- Software
- Means the machine-readable object code software programs embedded in the Hardware or licensed to the Customer by Celestica for use in association with the Hardware.
- Technical Support Services
- Means technical support and maintenance services provided by Celestica or any of its affiliates under the terms and conditions of Celestica's Support Services agreement.
- Workaround(s)
- Means a temporary resolution of a Defect, restoring the functionality of the affected product until a permanent solution is released as a patch or Maintenance Release.
Description of Services
Celestica will provide purchased Technical Support Services to Customer with respect to Hardware and Software, provided that Customer must be using the version of Software then supported by Celestica.
Technical Support Services include issue resolution support, short-term Workaround patches, related Maintenance Releases where necessary, and Feature Releases for the duration of the purchased service period.
Celestica shall provide Technical Support Services for unmodified Software only. Issues related to customer modification of Software are not supported.
Celestica reserves the right to determine how issues are resolved, which may require some accommodation or modification to the Customer environment, usage or applications.
Issues raised by the Customer that are outside of Celestica's then-supported and qualified features of Software are deemed Enhancements and "Feature Requests". Celestica will assess Feature Requests but reserves the right to decline Feature Requests at its sole discretion.
All correspondence to Celestica technical support must be through the official Celestica technical support portal located at https://customersupport.celestica.com/csm. The Customer also has the option to call Celestica technical support directly using the 800 number published on Celestica's support portal. Celestica assumes no obligation to respond to any correspondence outside of these official communication channels.
Support Response Times
There are two (2) support models available, Celestica Care and Celestica Care Plus, with the following applicable Initial Response Times:
| Priority | Celestica Care | Celestica Care Plus Initial Response Time |
|---|---|---|
|
Support window for technical support |
8am to 5pm local time, Monday to Friday (excluding holidays) |
24x7x365 |
|
Priority 1 (Critical) – Response SLA |
N/A |
1 Hour |
|
Priority 2 (High) – Response SLA |
N/A |
4 Hours |
|
Priority 3 (Medium) – Response SLA |
N/A |
1 Day |
|
Priority 4 (Low) -Response SLA |
N/A |
1 Week |
Initial Response Time is the initial response and acknowledgment of technical support case opened by telephone or by using the Celestica CSP. The times are targets and estimates only and are dependent on The Customer’s cooperation. “Day” means a business day in Canada or the U.S., excluding holidays.
The following priority definitions shall be used for alignment with Customer on focus and target response:
| Priority | Definition | Communication Updates |
|---|---|---|
|
P1 Critical |
Priority 1 impact = Critical— Customer’s network operation is “down”, or there is a critical impact to the Customer’s business operation |
Dedicated regular meetings and updates on status and progress |
|
P2 High |
Priority 2 impact = High— Operation of an existing Customer network or environment is severely degraded, or significant aspects of customer’s business operation are negatively affected |
Regular tracker updates |
|
P3 Medium |
Priority 3 impact = Medium— Operational performance of Customer’s network or environment may be impaired while most business operations remain functional. |
Regular tracker updates |
|
P4 Low |
Priority 4 severity = Low— Little or no impact to Customer business operations. Customer requires information or has questions on product. |
Regular tracker updates |
Priority changes may occur based on Celestica's short-term fix, patch, or Workaround. Issues remaining open for more than ninety (90) days without reproduction by the Customer shall be closed. The Customer will provide similar due diligence towards issue resolution based on the priority assigned.
Service Fee
Service Fee
The Customer agrees to pay a support service fee based on the number of platforms supported, service level selected, and duration of the service period. Fees are invoiced by Celestica for the service period prior to the commencement of the applicable service period.
Customer Issue Reporting
Customer Issue Reporting
The Customer shall provide designated technical support interfaces who shall be subject matter experts with appropriate background and experience to provide platform support for the Software. The technical support interfaces should evaluate and review all Customer issues prior to submitting them as CSP Cases. Customer may notify Celestica of changes to its primary or secondary technical support interface, provided that such changes shall be limited to one change per month.
- Customer's technical support interfaces shall each receive a user ID and password ("Access Credentials") to access Celestica's CSP online resource, which is generally available 24 hours a day, but is updated periodically and/or on an emergency basis. Access Credentials are considered confidential information of Celestica and must not be disclosed or shared by any technical support interface with any other individual or entity. All technical support interfaces must comply with Celestica's security requirements regarding the use and protection of Access Credentials. The CSP database includes:
Software releases and patches
Documentation
Customer shall include the level of priority in each Case that it submits to CSP. Celestica will respond according to the level of priority for the Case. Customer shall submit Cases in sufficient detail and provide relevant details replicating the issue, including without limitation any dependencies of the environment. Customer shall submit a new Case for each unique question or Defect. On receipt of a new Case, the CSP portal assigns a Case number and notifies the appropriate Celestica support engineer.
Issue replication is based on Celestica's standard product test environment. If issues are dependent on a unique customer environment, the following terms apply:
Celestica will begin its investigation only after and if: 1) The Customer has undertaken reasonable due diligence to confirm the issue is related to Celestica Software; 2) The Customer has made available the specific environment and reproduction steps to enable Celestica's investigation; and 3) the issue is related to existing supported feature(s) of Celestica Software.