Support/Maintenance Addendum (NIOS and NetMRI Products)
This Support/Maintenance Addendum (“Addendum”) is incorporated into and forms part of the master agreement (e.g., Master Customer Agreement) (“MCA”) between Infoblox Inc. (“Infoblox”) and the customer identified in the applicable Order or account (“Customer”). It governs Infoblox Support/Maintenance for NIOS and NetMRI. Capitalized terms not defined here have the meanings given in the MCA.
Customer accepts this Addendum by (i) placing an Order (directly or via an Authorized Reseller) that incorporates or references the MCA, or (ii) accessing or using Support. The “Effective Date” is the earliest of those acceptance events. If Customer does not accept, it must not access or use Support. If there is a conflict between this Addendum and the MCA, this Addendum controls for its subject matter; otherwise, the MCA governs.
1) SCOPE AND PROVISION OF SUPPORT
Scope of Support. Support is provided by telephone and online. It includes assistance with Product features, troubleshooting and diagnosis, configuration guidance, and Workarounds when applicable. Infoblox will use commercially reasonable efforts to provide Support (including the service levels in Exhibit A, based on the level purchased) in a professional and workmanlike manner. Support is provided in English.
Remote diagnostics and assistance. Effective Support may require remote diagnostics of the Product using Infoblox or third‑party tools. Customer will provide secure remote access and may require Infoblox to comply with Customer’s provided security policies related to such access.
Installation. Implementation planning and installation are not included in Support. These services are available separately through Professional Services.
Authorized Contacts. Customer will designate individuals authorized to open and manage Support cases (“Authorized Contacts”). Authorized Contacts will access Support via Infoblox’s support channels using unique credentials. They will provide required information, validate Severity, stay available for troubleshooting, and coordinate configuration changes or Workarounds. Customer will keep its list of Authorized Contacts current.
Third‑party product issues. If Infoblox determines an issue involves a third‑party product or service, Infoblox may assist at its then‑current Professional Services rates with Customer’s prior consent. For Elite Maintenance, Infoblox will provide triage at no additional charge if Customer maintains current support with the relevant third party.
Onsite services. Onsite services are not included in Support and may be purchased separately.
2) SOFTWARE RELEASES AND HARDWARE MAINTENANCE
Software releases. For Products under a current Support contract, Customer may download Releases from Infoblox’s support site. Installation and configuration of Releases are Customer’s responsibility. Support does not entitle Customer to new Software with additional applications or features; such functionality may require a separate license.
Hardware maintenance—advance exchange. Support for Hardware includes advance‑exchange replacement of Hardware Infoblox deems defective. Before returning Hardware, Customer must contact the Global Support Center to validate the issue and obtain a Return Merchandise Authorization (“RMA”) and shipping instructions.
The RMA number must appear on the return packaging. Infoblox may refuse unauthorized returns or returns not following instructions. If Infoblox does not receive the replaced unit within 30 days of delivering the replacement, Customer will be invoiced at Infoblox’s then‑current list price, and non‑payment may result in suspension of Support. If Infoblox determines the returned unit has no defect or failed due to misuse, negligence, unauthorized modifications, or damage while in Customer’s possession, Infoblox may return the unit at Customer’s expense and invoice Customer for the replacement.
Hardware maintenance—next‑business‑day (NBD). Support may include next-business-day (“NBD”) Hardware replacement. NBD eligibility requires that the Hardware be within a depot delivery radius, as listed in Infoblox’s Global RMA Locations List. Same-day shipment requires the RMA to be processed by 3:00 p.m. local time at the depot shipping the RMA. If the Hardware is outside an NBD-accessible depot delivery radius, replacement Hardware will be shipped to the Customer by commercially reasonable, available carrier methods based on available delivery times. If Infoblox’s installation-location records differ from the Customer’s requested ship-to address, Infoblox will use commercially reasonable efforts to deliver Hardware by NBD.
3) CUSTOMER RESPONSIBILITIES
Assist with diagnosis. For each request, Infoblox may require: (a) a general description of the operating environment; (b) a list of hardware, operating systems, and networks; (c) a reproducible test case; and (d) relevant log, trace, and system files. Customer must provide the Product activation ID or hardware serial number when opening a request. Failure to provide required information may impede diagnosis and relieve Infoblox of Support obligations to that extent.
Supported releases. Infoblox provides Support for Software release versions per its published lifecycle policy. Prior release levels that are no longer supported are excluded from Support. Installation of Software and Hardware in accordance with the Documentation is Customer’s responsibility.
RMA responsiveness. To meet RMA timelines, Customer will keep Product installation locations accurate and up to date. Infoblox is not responsible for delays caused by inaccurate information.
4) RENEWALS
If Support lapses and is later renewed, the renewal term starts the day after the prior term ended. Infoblox may charge a reinstatement fee of 15% of the applicable annual renewal fee. Support that lapsed more than six (6) months may be reinstated at Infoblox’s discretion and may require a Product inspection under Section 7(a)(ii).
5) EXTENDED MAINTENANCE SERVICE
For selected models and if offered by Infoblox, Extended Maintenance begins on the published End‑of‑Life (EOL) date. Except as stated here, the standard terms and service levels for the applicable maintenance program (e.g., Premium, Elite, ISP, MSP, Partner) apply; these terms control in case of conflict.
Response standards. Service levels for Extended Maintenance are described in Table 3 below.
New Software releases. Customer may download new Software releases for the platform during Extended Maintenance, but some releases may not function or may function with reduced performance on older hardware.
Hardware replacement. At Infoblox’s option, hardware may be replaced with newer models of equal or superior performance. Replacements do not extend the original EOL date or maintenance availability, and does not entitle Customer to upgrades or replacement of EOL hardware with newer models.
Latest release. Code fixes, patches, and updates under Extended Maintenance are limited to the most recent point release (e.g., Version X.y) as of the EOL date.
Fees; renewals. Extended Maintenance may require additional fees and is typically offered for one‑ or two‑year terms, without renewal.
6) SOFTWARE‑ONLY EXTENDED MAINTENANCE SERVICE
For releases past End of Software Development (EOSD), Version Extended Maintenance may be offered for Covered Versions (e.g., Version X.y). Standard Maintenance does not include new fixes, patches, maintenance releases, or feature additions for versions past EOSD. Version Extended Maintenance begins on the published EOSD date and supplements standard terms for covered units, which must already be under a current maintenance contract.
Covered Versions. Covered Versions are identified as the major.minor (X.y). A current list is available from Infoblox upon request.
Security fixes and patches. Version Extended Maintenance provides security fixes for Covered Versions. It does not include new functionality or fixes for prior release levels. Addressing some vulnerabilities may require upgrading to a current release.
Fees; renewals. Additional fees apply for Version Extended Maintenance and it is not renewable.
7) MISCELLANEOUS
Eligibility for Support. Products must run the current or immediately prior Software revision and be installed per the Documentation. Products of the same type at a site must be covered at the same Support level. For Hardware, the chassis and all add‑ons must be covered under the same plan. If Customer purchases additional same‑type Products during the term, Customer will notify Infoblox and pay a pro‑rated charge if a co‑terminating Support contract is requested.
Product inspection. Upon prior notice, Infoblox may conduct an onsite inspection before Support commences when (i) Support lapsed for more than six (6) months and Customer seeks reinstatement, or (ii) Support was not purchased at initial sale and more than twelve (12) months have elapsed. If a Product requires repair due to lack of maintenance, Infoblox (or an Authorized Reseller) will quote repair costs, and an inspection certification charge may apply at Infoblox’s then‑current Professional Services rate (plus travel/expenses). Inspection fees are non‑refundable.
Service exclusions. The following are excluded from Support (but may be provided at additional charge): (1) failure to implement available Releases; (2) use or operation outside the Documentation; (3) customizations, alterations, or additions other than Infoblox fixes/patches; (4) services or parts replacement necessitated by misuse, non‑Infoblox parts, negligence, or operation outside environmental specs; (5) onsite work unless separately ordered; (6) Products past published End‑of‑Life; (7) Products purchased from unauthorized sellers, or second‑hand appliances—Software and licensing are non‑transferable and use may violate license terms; (8) Support for lost, stolen, damaged, or destroyed Products.
8) DEFINITIONS
Release: A new Software release version for a Product, if and when available, that may include error corrections, patches, enhancements, new features, and/or functionality, made generally available to Support customers without additional charge, and indicated by a change in version number to the left or right of the decimal.
Workaround: A temporary solution to a Software error implemented by Infoblox (or enabled for customers) that restores functionality in line with the Documentation.
EXHIBIT A — MAINTENANCE SERVICE LEVELS
The following describes the level of support that can be expected by Customer under normal circumstances.
TABLE 1. PREMIUM MAINTENANCE SERVICE LEVELS
| Severity | Definition | Initial Response Target Time | Commitment (Infoblox and Customer) | Resolution Targets |
|---|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known Workaround. | Within 1 hour | Both Parties will commit necessary resources to restore services by a fix or evaluate potential Workaround. | Emergency bug fix (EBF) if necessary. Fix included in next Release. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 2 business hours | Both Parties will commit resources during normal business hours to resolve issues or evaluate potential Workaround. | Fix included in future Release. |
| 3 | Moderate to negligible impact. No impact to business. | 8 business hours | Both Parties will commit necessary resources during normal business hours to restore operation to satisfactory levels. | Schedule for future Release if necessary. |
| 4 | Requests for information, documentation issues, and enhancement requests. | 1 business day | Request‑dependent | Request‑dependent |
TABLE 2. ELITE MAINTENANCE SERVICE LEVELS
| Severity | Definition | Initial Response Target Time | Commitment (Infoblox and Customer) | Resolution Targets |
|---|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known Workaround. | Within 15 minutes | Both Parties will commit necessary resources to fix problem or evaluate potential Workaround. | Emergency bug fix (EBF) if necessary. Fix included in next Release. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 1 business hour | Both Parties will commit resources during normal business hours to resolve issue or evaluate potential Workaround. | Fix included in future Release. |
| 3 | Moderate to negligible impact. No impact to business. | 8 business hours | Both Parties will commit necessary resources during normal business hours to restore operation to satisfactory levels. | Schedule for future Release if necessary. |
| 4 | Requests for information, documentation issues, and enhancement requests. | 1 business day | Request‑dependent | Request‑dependent |
TABLE 3. EXTENDED MAINTENANCE SERVICE LEVELS
| Severity | Definition | Initial Response Target Time | Commitment (Infoblox and Customer) | Resolution Targets |
|---|---|---|---|---|
| 1 | Operation/Service down or critically impacted. No known Workaround. | Within 1 hour | Both Parties will commit necessary resources to fix problem or evaluate potential Workaround. | Emergency bug fix (EBF) if necessary. Fix included in next release. |
| 2 | Operation affected, but not down. Impact may be high. Workaround may be available. | 2 business hours | Both Parties will commit resources during normal business hours to resolve issue or evaluate potential Workaround. | Fix included in future release. |
| 3 | Moderate to negligible impact. No impact to business. | 8 business hours | Both Parties will commit necessary resources during normal business hours to restore operation to satisfactory levels. | Schedule for future release if necessary. |