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Maintenance

SkipWare^® and SCPS-M^™ are often provided as an imbedded service on 3^rd-party networking hardware. While the hardware may be warranted by the OEM or reseller, the software is separately warranted by Global Protocols for a period of 60 days. Hardware warranty periods that extend beyond 60 days, or extended warranty plans purchased from the hardware OEM, do not apply to SkipWare or SCPS-M. Users are only eligible for maintenance and support of Global Protocols' software if they have purchased a SkipWare^® or SCPS-M^™ Maintenance Plan from Global Protocols, Inc.

Maintenance Plans are available in 12-month increments, or for a lesser period at a pro-rated cost. Maintenance Plans apply to a specific group of equipment bearing the SkipWare or SCPS-M code, and will be identified in the Plan by serial number or some other unique identifiers. Site licenses are also available at a cost negotiated between Global Protocols and the customer. Site licenses provide blanket coverage for a group of equipment associated with a particular customer, location or program.

Under a Maintenance Plan, users are entitled to the following:

Technical Support: Global Protocols will provide basic error resolution and responses to general usage questions to licensees through their toll-free technical support hotline and Support Department email. Trouble tickets will be assigned an urgency rating, and a Global Protocols representative will resolve the user's ticket within the response period assigned to that rating. Should Global Protocols be unable to close the ticket within the assigned resolution time, progress updates will be provided to the user under the terms specified in the Maintenance Plan.

Patches, Fixes, Feature Enhancements: Under a Maintenance Plan, licensees are entitled, at no additional cost, to all patches, fixes and feature releases issued by Global Protocols over the life of the Plan. These releases may include bug fixes, or patches that enable a higher level of code performance, but do not substantially affect the behavior of the code to the point that it warrants a new major release version. Global Protocols will occasionally issue feature releases. Feature releases add a new functionality or enhancements to the SkipWare or SCPS-M code, but are not extensive enough to be deemed a major release.

For more information on SkipWare and SCPS-M Maintenance Plans, please contact Global Protocols Support at 1.866.SKIPWARE or support@globalprotocols.com.