These Terms and Conditions were last updated on April 4, 2019.
These Terms and Conditions are made as of the date shown on the Order Form (“Effective Date”) between Aprimo Marketing Operations UK Ltd (registered in England and Wales under Company No: 10162761) whose registered office is at Suite 1, 3rd Floor, 11-12 St. James’s Square, London, SW1Y 4LB, United Kingdom (“Aprimo”), and the customer or enterprise listed within and signatory to each such Order Form (“Customer”), each a “Party” and together collectively referred to as the “Parties”.
Aprimo is the licensor of a cloud based software platform; and
The Customer wishes to access and use the Aprimo platform in return for the payment of fees and subject to the terms and conditions of this Agreement.
In consideration of the foregoing the Parties agree as follows:
“Agreement” means these terms and conditions, any attached Schedules, any Order Form (including any supplemental orders) together with any variations of the same;
“Confidential Information” means all information which is marked or designated as confidential or should otherwise be considered confidential due to its nature (and includes, but is not limited to, electronic data or databases, drawings, films, documents, computer readable media or oral information) which is disclosed by one Party (the “Disclosing Party”) to the other (the “Receiving Party”) or otherwise obtained by the Receiving Party in respect of the Disclosing Party and its business and operations. “Confidential Information” includes, but is not limited to, commercial, financial and technical information and data and information and data which concern the Parties’ current and future products and services, pricing, customers, suppliers, licensors and marketing plans (if any) in connection with the provision of the Services under this Agreement;
“Force Majeure Event” means any cause affecting the performance by a Party of its obligations arising from acts, events, omissions, happenings or non-happenings beyond its reasonable control, including acts of God, riots, war or armed conflict, acts of terrorism, acts of government, local government or regulatory bodies, fire, flood, storm or earthquake, or disaster, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software or inability to obtain raw materials, supplies or power but excluding any industrial dispute between the Customer and Aprimo or any failure in any sub-contractor Aprimo uses to deliver any Services under this Agreement;
“Intellectual Property Rights” means all intellectual property rights wherever in the world arising, whether registered or unregistered (and including any application), including copyright, know-how, moral rights, trade secrets, business names and domain names, trademarks, service marks, trade names, patents, petty patents, utility models, design rights, semi-conductor topography rights, database rights, rights in any software and all rights in the nature of unfair competition rights or rights to sue for passing off;
“Order Form” means the initial order executed between the Parties together with any supplemental order(s) under this Agreement;
“Professional Services” means the provision of consulting services as specified in the applicable Order Form or statement of work;
“Professional Services Fees” means the amount due and payable for the Professional Services;
“Service” means access and use by the Customer of the System, to which the Customer is granted access to and use of under this Agreement and which includes (i) online and/or telephone customer support to Customer during Aprimo’s normal business hours to answer questions and address issues which may arise in connection with the System; and (ii) hosting of the System, in accordance with Aprimo’s customary practice and the Service Level Agreement below;
“Subscription Fee” means the amount due and payable, annually in advance for the Subscription Period;
“Subscription Period” means the period of use of the Service as defined in an Order Form;
“System” means the modules of Aprimo’s platform specified in the applicable Order Form.
1. Subscription Licence.
1.1 Upon execution of an Order Form, and payment of the Subscription Fees, Aprimo grants the Customer a personal, non-transferable (without the right of sub-licence), non-exclusive, revocable subscription licence to use the System and Service for the Subscription Period for the limited purpose of managing its internal business operations.
1.2 The Customer’s licence rights are limited to those granted in this Agreement and as specified in an Order Form. Except as expressly agreed in writing by Aprimo, the Customer shall not directly or indirectly reverse engineer, attempt to derive the source code, copy or reproduce all or any portion of the System, whether electronically, mechanically or otherwise, in any form including, but not limited to, the copying of presentation, style or organization.
1.3 The Customer shall use the System and the Service solely for its intended purposes, in accordance with the terms of this Agreement, and shall not use the System and/or the Service for the benefit of any third party except as specifically contemplated under this Agreement.
1.4 The Customer shall not: (a) use the System for any content or activity that is libelous, slanderous, defamatory, offensive, scandalous, or obscene, or infringes on any third party’s rights, or violates any applicable law; or (b) introduce into the System any viruses, Trojan horses, worms, time bombs, cancel bots or other computer programming routines that are intended to damage, detrimentally interfere with, surreptitiously intercept or expropriate any system, data or personal information.
1.5 The Customer shall not allow the System or Professional Services to be used in breach of any reasonable instruction given by Aprimo, or any body which has regulatory powers relating to the System and/or the Professional Services; or that causes Aprimo to be subject to any criminal prosecution, enforcement action, civil claim or other action or liability.
1.6 Aprimo may, at its discretion and as set forth in one or more Order Forms, limit the scope of Customer’s access to the System including, by way of example, limitations on the amount of data which may be input and/or stored within the System.
1.7 Access to the System and its various components, whether by authorized users within Customer’s business or by other entities or businesses that are permitted to access the System as “affiliates” or otherwise in connection with a business relationship with Customer, will be subject to this Agreement.
1.8 Aprimo may, from time to time, update or modify any component of the System, release new versions of the System or create new features or functionality related thereto, each of which will, to the extent Aprimo makes such versions, features or functionality available to other similarly-situated Aprimo subscribers, be included within the System.
1.9 Aprimo reserves the right to develop additional functionality that may become part of future released modules that would require an additional Order Form.
2. Fees and Payment.
2.1 Aprimo will invoice the Customer for the Subscription Fees and any Professional Services Fees (collectively the “Fees”) in accordance with the payment plan set out in the Order Form.
2.2 All payments shall be due thirty (30) days from the date of the invoice. Fees which are more than thirty (30) days overdue shall accrue late charges from the date such payment was due until the date paid at a rate equal to the lesser of 15% per annum or the maximum rate permitted by applicable law.
2.3 The Customer may not offset or withhold Fees due under this Agreement for any reason, and Customer agrees to reimburse Aprimo for all reasonable costs (including attorney’s fees) incurred in collecting past due Fees owed by Customer.
2.4 Any travel and other expenses incurred by Aprimo in completing the Professional Services will be invoiced separately, on a monthly basis.
2.5 If the Customer wishes to dispute an invoice it must notify Aprimo within fourteen (14) days from the date of the invoice, with details of the dispute. The Customer may only withhold payment of the specific sums subject to such notified dispute.
2.6 All Fees exclude taxes and Customer agrees to pay any applicable taxes charged arising from this Agreement in a timely manner. If Customer is tax-exempt, Customer shall provide Aprimo with its tax-exemption number and certificate within five (5) business days after the Effective Date. Customer shall be responsible for any liability or expense incurred by Aprimo as a result of Customer’s failure or delay in paying taxes due or if Customer’s claimed tax exemption is rejected. If Customer is legally required to withhold tax from its payment of Fees to Aprimo, Customer agrees to gross up all Fees that are subject to such withholding tax, such that the net payment received by Aprimo is the full originally stated amount of such Fees.
2.7 Aprimo reserves the right to:
i) adjust the Fees where such changes are enforced on Aprimo by regulatory authorities after providing Customer with reasonable written notice and only by the amount imposed on Aprimo by such regulatory authorities; and
ii) vary the Fees with effect from the end of the Subscription Period and subsequent anniversaries thereof by providing not less than 28 days written notice to Customer.
2.8 Aprimo reserves the right to suspend access to the System if Aprimo reasonably believes that the Customer has used the System in an unauthorized or illegal manner, if the Customer is in breach of any of its obligations under this Agreement, if any regulatory authority requires Aprimo to suspend access, to carry out emergency maintenance or if the Customer fails to make payment of any undisputed amounts within thirty (30) days of the due date for such payment, provide that Aprimo has notified the Customer that such payment is overdue.
3. Term and Termination.
3.1 This Agreement shall continue in full force beginning on the Effective Date and ending on the date which is 36 months from the Effective Date, (“Term”).
3.2 The Subscription Licence granted under Clause 1.1 shall commence on the Effective Date and will continue for the duration of the Subscription Period.
3.3 Either Party may terminate this Agreement by giving not less than 60 days written notice to the other Party to terminate the Agreement at the end of 24 months. In the event that no notice of termination is received, the Agreement shall continue for the remainder of the Term. At the end of the Term this Agreement will automatically terminate unless the Parties agree to renew this Agreement.
3.4 In the event any Order Form provides for a Subscription Period that extends beyond the Term, this Agreement shall automatically be deemed to be extended through the termination date of such Order Form.
3.5 Notwithstanding Clause 3.3, either Party shall be entitled to terminate this Agreement immediately upon written notice to the other Party in the event that the other Party (i) declares bankruptcy, or (ii) or has committed an act of bribery directly linked to this Agreement, or (iii) breaches any material term set forth herein and fails to cure such breach within 30 days from the date of receipt of written notice thereof (or, to the extent the applicable breach is not susceptible to cure within a 30-day period, commences actions to cure such breach within such period and diligently pursues such cure until the applicable breach has been remedied, but in no event shall such cure period extend beyond 90 days).
3.6 In the event of termination of this Agreement by Aprimo as a result of a breach by the Customer, or upon expiry of the Subscription Period, all rights granted to the Customer under any licence in this Agreement shall cease and the Customer shall stop using the System or Service as relevant.
3.7 Sections 3 through 14 of this Agreement shall survive any termination of this Agreement.
4. Intellectual Property.
4.1 All Intellectual Property Rights in the System and the Service including any supporting software and documentation are the property of Aprimo or its licensors. The Aprimo name, logo and product names associated with the System and the Service are trademarks of Aprimo and its licensors, and no right or licence is granted to use them.
4.2 The Customer shall not, either during the Subscription Period or after the expiry of this Agreement, permit or cause to occur any infringement of any Intellectual Property Rights covered by this Clause 4.
5.1 Each Party undertakes to treat as confidential all Confidential Information of the other Party and not to use such Confidential Information for any purpose other than to the limited extent necessary to perform under this Agreement and not to disclose such Confidential Information to any third party except as may be reasonably required pursuant to this Agreement and subject to confidentiality obligations at least as protective as those set forth herein.
5.2 Without limiting the generality of the foregoing, each Party shall use at least the same degree of care which it uses to prevent the disclosure of its own confidential information, provided, however, that in no event shall such degree of care be less than reasonable in light of general industry practice.
5.3 The Parties hereby agree that the terms set forth in this Agreement constitute Confidential Information of both Parties and as such, neither Party will disclose such terms to any third party other than such Party’s legal counsel. Notwithstanding the foregoing, Aprimo shall be entitled to list Customer as a client on Aprimo’s website and/or in marketing materials.
5.4 The duties imposed on the Parties by Clauses 5.1 to 5.3 above do not extend to information or data which at the time of its disclosure or use by the receiving Party:
a) is generally available and known to the public other than by reason of the receiving Party’s breach of this clause 5;
b) the receiving Party can demonstrate had previously come lawfully into the receiving Party’s possession from a third party under no restriction as to its use or disclosure; or
c) the receiving Party can demonstrate that it developed independently without reliance on Confidential Information of the other.
5.5 Each Party agrees and acknowledges that damages alone may not be an adequate remedy for breach of this clause 5 and that each Party may be entitled to seek injunctive or other equitable relief to remedy or prevent any breach or threatened breach of this clause 5.
6. Representations and Warranties.
6.1 Each Party represents and warrants that: (i) it has the authority to enter into this Agreement and to perform the services required of it hereunder; (ii) it will perform all services hereunder using reasonable skill and care and in a professional manner consistent with industry practices; and (iii) it will comply with all applicable laws and regulations in carrying out its responsibilities hereunder.
6.2 Aprimo represents and warrants that the System will operate substantially in accordance with the materials made available to Customer through the System to assist users of the System (“Documentation”).
6.3 Except as explicitly set forth herein, neither Party, nor either Party’s employees, affiliates, agents, suppliers, licensors nor the like, makes any warranties of any kind, either expressed or implied, including, without limitation, (a) warranties of merchantability, non-infringement or fitness for a particular purpose, (b) regarding System uptime or downtime, or (c) as to the results that may be obtained by the other Party by entering into this Agreement and/or the business relationship described in the Order Form(s).
7. Certain Responsibilities.
7.1 The Customer is responsible for: (i) maintaining all of its user devices and providing its permitted users with equipment and internet services sufficient to access and utilize Aprimo; (ii) configuring necessary user accounts in connection with use of the System; (iii) ensuring that for each e-mail address provided to Aprimo hereunder, the applicable e-mail account holder has “opted-in” to receive the applicable e-mails and has not notified Customer that such account holder does not wish to receive any such e-mails; and (iv) ensuring that all electronic mail sent via the System is in full compliance with the Federal CAN-SPAM Act of 2003 and all other applicable laws, rules and/or regulations.
7.2 The Customer is responsible for administering, and keeping current, all System user accounts, which includes monitoring the employees that have access to the System as users, at all times, and ensuring that former employees or employees that are no longer required to have access to the System do not retain active user accounts.
7.3 The Customer shall be solely responsible for: (i) inputting all data into the System unless otherwise specified in an Order Form; (ii) maintaining confidentiality as may be required in connection with any data entered into the System; (iii) ensuring that each of Customer’s permitted users within its business complies with the terms set forth herein; and (iv) maintaining all passwords and access codes to the System, and refraining from sharing or otherwise permitting third parties to use any such passwords and/or access codes.
7.4 The Customer shall provide Aprimo, its agents, subcontractors, consultants and employees, in a timely manner and at no charge, with access to the Customer’s Sites, information, data remote access and other facilities as reasonably required by Aprimo to provide access to the System and to perform the Professional Services.
7.5 In the event that the Customer wishes to amend or change the System or subscription services under this Agreement, the Customer shall submit a request to Aprimo in writing. Following receipt of such request the Parties shall discuss and determine the impact on the Fees and timescales. Aprimo will not be obliged to agree to any requested change. Until such time as any change is agreed in writing by Aprimo, Aprimo shall provide the System and subscription services as if such change had not been requested. Any change agreed by the Parties shall constitute a variation of the Order Form and shall be made in writing and signed by both Parties.
8.1 Aprimo will defend or settle any suit brought by a third party against the Customer alleging that the System infringes any third party patent, copyright and/or trade secret rights (“IPR Claim”) and Aprimo shall indemnify Customer for damages awarded as a result of such IPR Claim.
8.2 The indemnity at Clause 8.1 is conditional upon the Customer giving Aprimo notice within five (5) business days of receipt of any IPR Claim, giving Aprimo sole control of the defence of such claim, including negotiations, appeals, and settlements and giving Aprimo reasonable information and assistance as requested.
8.3 The indemnity at Clause 8.1 will not apply to any infringement arising from: (a) any modification of the System made by any party other than Aprimo; (b) a modification or enhancement to the System pursuant to designs provided by Customer; (c) the combination, operation or use by Customer of the System with any equipment or devices not supplied by Aprimo to the extent the claim would have been avoided if the System were not used in such combination.
8.4 If the System is held to infringe, or in Aprimo’s opinion the System is likely to be held to infringe any Intellectual Property Rights of a third party, Aprimo may at its sole discretion and expense, either: (a) secure the right for Customer to continue use of the infringing System; (b) replace or modify the infringing System to make it non infringing, provided such replacement or modified system contains substantially similar functionality; or (c) terminate the licenses to the infringing System granted hereunder. If Aprimo elects to terminate the licenses under (c), as Customer’s sole and exclusive remedy, Aprimo shall refund to Customer any prepaid, unused license fees for the infringing System indicated on the related Order Form.
9. Limitation on Liability.
9.1 BOTH PARTIES ACCEPT UNLIMITED LIABILITY FOR: a) DEATH OR PERSONAL INJURY CAUSED BY ITS NEGLIGENCE; OR b) FRAUD OR FRAUDULENT MISREPRESENTATION; OR; c) ANY OTHER ACT OR OMISSION FOR WHICH LIABILITY CANNOT BE LIMITED BY LAW.
9.2 SUBJECT TO CLAUSE 9.1, NEITHER PARTY SHALL BE LIABLE TO THE OTHER PARTY FOR ANY SPECIAL, INCIDENTAL, INDIRECT OR CONSEQUENTIAL DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOSS OF PROFITS, LOSS OF REVENUE, LOSS OF GOODWILL, LOSS OF REPUTATION, LOSS OF ANTICIPATED SAVINGS, LOSS OF BUSINESS, LOSS, CORRUPTION OR DESTRUCTION OF DATA.
9.3 SUBJECT TO CLAUSE 9.1, NEITHER PARTY’S LIABILITY ARISING OUT OF THIS AGREEMENT, WHETHER BASED IN CONTRACT, TORT OR ANY OTHER LEGAL THEORY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES SHALL IN NO EVENT EXCEED 150% (ONE HUNDRED AND FIFTY PERCENT) OF THE FEES PAID TO APRIMO HEREUNDER DURING THE 12-MONTH PERIOD IMMEDIATELY PRECEDING THE DATE ON WHICH THE APPLICABLE CLAIM AROSE, EXCEPT FOR (I) APRIMO’S INDEMNIFICATION OBLIGATION IN CLAUSE 8, AND (II) CUSTOMER’S BREACH OF CLAUSE 1.
9.4 IN NO EVENT WILL APRIMO HAVE ANY LIABILITY FOR NON-PROVISION OR DELAY IN THE PROVISION OF THE SYSTEM, THE SERVICE AND/OR PROFESSIONAL SERVICES WHICH CAN BE REASONABLY ATTRIBUTED TO THE ACTS OR OMISSIONS OF THE CUSTOMER, ITS EMPLOYEES, SUB-CONTRACTORS, AGENTS OR CUSTOMERS; AND/OR OCCURS DURING ANY PERIOD OF SCHEDULED MAINTENANCE.
10. Force Majeure.
10.1 Excluding payment obligations hereunder and/or within an Order Form, neither Party shall be liable to the other Party for failure or delay in performing its obligations hereunder if such failure or delay is due to a Force Majeure Event.
10.2 If a Force Majeure Event affects the performance of the claiming Party for ninety (90) consecutive days, the non-claiming Party may terminate this Agreement, or an affected Order Form, upon not less than thirty (30) days prior written notice to such Party.
11. Governing Law and Dispute Resolution.
11.1 The rights and obligations of the Parties under this Agreement and each Order Form shall be governed by the laws of England and Wales and the Parties submit to the jurisdiction of the English courts.
11.2 Any dispute or claim arising out of or in connection with this Agreement, an Order Form or the performance, breach or termination thereof, shall be finally settled by arbitration in England under the rules of arbitration of (CEDR) the Centre for Effective Dispute Resolution.
12. Data Protection.
12.1 For the purposes of this clause 12, the meaning of Data Processor and Data Controller shall be determined in accordance with Regulation (EU) 2016/679 of 27 April 2016 (the “General Data Protection Regulation” or “GDPR”) and the Data Protection Act 2018.
12.2 Each Party undertakes to the other Party that, in carrying out its obligations under this Agreement, it will comply with its obligations under GDPR and the Data Protection Act 2018 and any codes of conduct or guidelines issued by the relevant regulatory authorities and in accordance with Data Protection provisions below.
12.3 The Customer and Aprimo acknowledge that for the purposes of GDPR and the Data Protection Act 2018, the Customer is the Data Controller and Aprimo is the Data Processor in respect of any Personal Data (as defined in the Data Protection provisions below) processed under this Agreement.
13.1 For the purpose of this Clause 13, the meaning of adequate procedures and foreign public official shall be determined in accordance with section 7(2) of the Bribery Act 2010 (and any guidance issued under section 9 of that Act), sections 6(5) and 6(6) of that Act and section 8 of that Act respectively.
13.2 Both Parties shall: a) comply with all applicable laws, regulations, codes and sanctions relating to anti-bribery and anti-corruption including but not limited to the Bribery Act 2010; b) not engage in any activity, practice or conduct which would constitute an offence under sections 1, 2 or 6 of the Bribery Act 2010 if such activity, practice or conduct had been carried out in the UK; c) have and shall maintain in place throughout the term of this Agreement its own policies and procedures, including but not limited to adequate procedures under the Bribery Act 2010; d) promptly report to the other Party any request or demand for any undue financial or other advantage of any kind received in connection with the performance of this Agreement; and e) warrant that they have no foreign public officials as officers, employees or direct or indirect owners at the Effective Date of this Agreement and agree to immediately notify the other Party if during the validity of this Agreement a foreign public official becomes an officer or employee or acquires a direct or indirect interest.
13.3 Either Party shall, upon the reasonable written request of the other Party provide such supporting evidence of compliance with this Clause 13 as may be reasonably required.
14.1 Each Party shall pay its own costs and expenses in connection with this Agreement and its activities hereunder.
14.2 Aprimo shall be entitled to subcontract portions of the Services and/or various of its responsibilities hereunder to third parties, it being understood that Aprimo shall be responsible for actions taken by each such subcontractor hereunder.
14.3 This Agreement, together with each Order Form, supersedes all prior written or oral agreements between the Parties regarding the subject matter hereof and supersedes any contradictory or additional language in any purchase order.
14.4 The relationship between the Parties under this Agreement is that of independent contractors and neither shall be, nor represent itself to be, the joint venture, franchiser, franchisee, partner, agent or representative of the other Party for any purpose whatsoever.
14.5 This Agreement may only be amended by written agreement of the Parties.
14.6 This Agreement shall inure to the benefit of and be binding upon the Parties hereto and their respective successors and assigns, but shall not be assignable by either Party other than in the event of change of control, including but not limited to an entity acquiring substantially all of its assets, equity or business and assuming the obligations hereunder.
14.7 Any notice pursuant this Agreement shall be deemed effective when delivered in person, or by pre-paid ordinary first class post to the address on the front page of this Agreement or any other address notified in writing. Notices delivered by hand during business hours will be served on the day they are delivered. Notice sent by first class post will be deemed served on the second business day after the date they are posted.
14.8 A person who is not a Party to this Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement, but this does not affect any right or remedy of a third party which exists or is available apart from under that Act.
14.9 If any provision of this Agreement is held to be unenforceable or invalid for any reason, or if any governmental agency rules that any portion of this Agreement is illegal or contrary to public policy, the remaining provisions, to the extent feasible, will continue in full force and effect with such unenforceable or invalid provision to be changed and interpreted to best accomplish its original intent and objectives.
SERVICE LEVEL AGREEMENT
1. SERVICE LEVELS
System Availability; Service Levels. Aprimo shall use commercially reasonable efforts to provide availability of the System. If the Customer encounters Server Downtime (excluding any test & development environments, if subscribed) more than one percent (1%) of the time during any month, Customer shall be entitled to a credit equal to the pro rata amount of System Fees applicable to that month relating to such unavailability, up to an aggregate amount of up to ten (10%) of its monthly System Fees for such month. For purposes of this section, percentage system unavailability in a calendar month shall mean the percentage derived by dividing (x) the total number of minutes that the System is unavailable due to Server Downtime in such month; by (y) the total number of minutes in the month (excluding from both (x) and (y) the reasonable time the system is not available due to: (a) a breach of any Customer responsibilities; (b) failure or malfunction of any equipment or services selected by Customer not provided by Aprimo; or (c) a Force Majeure Event). If for any reason other than a Force Majeure Event (a) Server Downtime is greater than ten percent (10%) for one calendar month or (b) Server Downtime for the prior three (3) consecutive months is greater than three percent (3%) per month, then Customer shall be entitled to terminate the applicable Order Form for material breach and receive a refund of any prepaid System Fees allocable to the post-termination period.
2. CUSTOMER SUPPORT
Response Times. Aprimo measures Response Time as the interval between Customer’s initial contact (via electronic receipt of case or phone call) to Aprimo and the first contact (via electronic receipt or phone call) with an Aprimo Customer Services support analyst.
|Initial Response Times||Priority 1||Priority 2 and 3|
|2 hours||Next Business Day|
|Status Updates||Priority 1||Priority 2||Priority 3|
|Hourly||Once every 2 days||Once every 5 days|
3. MAINTENANCE & BACKUP
Maintenance; Updates. Aprimo shall advise Customer prior to any scheduled maintenance that requires Aprimo to take down the System. Aprimo shall not be responsible for any damages or costs incurred by Customer or any user during or as a result of the scheduled down time or down time as to which Aprimo has provided notice to Customer.
Backup and Recovery Requirements. Aprimo will perform a running archive on the System in conformity with Aprimo’s then current backup procedures and policies.
Exclusions. Aprimo shall have no support obligations with respect to any hardware or software product other than the System (“Nonqualified Products”). If Aprimo provides technical support for a problem caused by a Nonqualified Product, or if Aprimo’s service efforts are increased as a result of a Nonqualified Product, Aprimo may charge time and materials for such extra services at its then current rates.
Limitations. Customer acknowledges that inevitably some non-material errors may exist in the System and the presence of such errors shall not be a breach of this Service Level Agreement. If Customer adds additional Software products or users, is dissatisfied with the speed or performance of the System, or if the database or filestore capacity should prove insufficient for Customer’s actual requirements, additional payment by Customer may be required. In each case, Customer shall either: (a) limit its use of the System to conform to the capacity thereof or (b) elect to receive an upgrade to the System subject to additional payment to Aprimo at Aprimo’s then current rates. Customer acknowledges that, if applicable, the performance of the System in transmitting outbound e-mails may be adversely affected by the accuracy of Customer’s e-mail addresses.
Capitalized terms which are not defined herein shall have the meanings set forth in the Agreement. Additionally, the following terms shall have the meanings set forth below.
“Server Downtime” shall mean any interruption in the availability of the System, but only if such interruption is due to a disruption in the connection between the server on which the System is hosted and the internet and shall not include time the server is unavailable due to scheduled maintenance, unavailability necessitated through the improper use of the System by Customer, application errors of the operating or database systems or due to services requested by Customer.
“Priority 1” shall mean a problem that prohibits use of the product or renders the product inoperable. A Priority 1 case is a catastrophic issue in the Aprimo System, which severely impacts the customer’s production systems, as they are inaccessible or there is a system wide performance degradation making the System unusable.
“Priority 2” shall mean a problem that causes a significant impact to the business; however, operations can continue in a degraded fashion. A Priority 2 case is a production issue in the customer’s System is functioning but in a severely reduced capacity due to defect or performance. The issue is causing significant impact to portions of the customer’s normal business operations and productivity. Either a workaround is not available or the one that is available is not a reasonable resolution.
“Priority 3” shall mean a problem that negligibly impacts the ability to do business. A Priority 3 case is an issue in any licensed Aprimo application system where the customer is experiencing functional or usability restrictions that are either not critical to the business or possess a reasonable workaround, the customer has an issue with documentation or a question associated with product usage or any other inquiry.