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Infoblox Premium Maintenance and Elite Maintenance Services Terms

This Support Addendum (“Addendum”) to the Master Purchasing Agreement (together, the “Agreement”) sets forth additional terms and conditions that govern the purchase and provisioning of Infoblox Premium Maintenance and Elite Maintenance (collectively, “Support”). Support is available for the deployment of non-BloxOne products. The provision to Customer of the Support described herein is subject to placement of an Order by Customer for Support and advance payment of all applicable Support fees to Infoblox or an Authorized Reseller, as applicable. Each Product must be registered with Infoblox prior to receiving Support, and Customer will be required to provide the registered Product unit serial number when opening a Support request with Infoblox. Support is provided in the English language only. Infoblox may, at its sole discretion, modify these terms or the services provided as Support; such modifications will only be effective with respect to subsequent Support renewals or Support for new or additional Product purchases. Capitalized terms shall have the meaning ascribed to them in Section 7 or elsewhere in this Addendum or the Agreement.

1. SCOPE AND PROVISION OF SUPPORT

(a) Scope of Support. Support is provided via telephone or internet and includes assistance with questions related to Product features, troubleshooting or issue diagnosis, configuration, and Workarounds, when applicable. Infoblox will use commercially reasonable efforts to provide the Support described in this Addendum, including the service levels set forth in Exhibit A based on the level of Support purchased by Customer, and to do so in a professional and workmanlike manner.

(b) Remote Diagnostics and Assistance. Provision of timely and effective Support, including diagnosis and resolution, may require the use of online diagnostics of the Product by Infoblox’s support personnel. Online diagnostic access may include the use of remote support tools from Infoblox or third parties. Customer may elect to provide remote access at its discretion and may require that Infoblox comply with Customer security policies related to such remote access, but acknowledges that denial of remote access may adversely impact Infoblox’s ability to provide the Support described herein.

(c) Installation. An implementation plan is essential for successful installation of Products. Support does not include configuration or assistance with implementation planning or installation of Products. If Customer requires assistance to support successful installation of Products, Infoblox professional services may be separately purchased.

(d) Authorized Customer Support Contacts. Customer will designate the individuals that are authorized to contact Infoblox on behalf of Customer to receive Support (“Authorized Contacts”). The Authorized Contacts may contact an Infoblox Global Support Center (“GSC”) by logging into Infoblox’s support website or by telephone. Authorized Contacts will be provided with a unique login and password for Infoblox’s support website by Customer’s administrator. In order to facilitate efficient resolution of issues, Infoblox recommends that Authorized Contacts submitting support requests and engaging with the GSC maintain a current Infoblox Core DDI Advanced Troubleshooting (CDAT) and Network Automation CCS Scripting (NACS) certification.

(e) Third-Party Product Issues. In the event Infoblox determines that an issue submitted to the GSC is a third-party product or service issue, Infoblox may continue to assist Customer subject to Customer’s payment for efforts to resolve such issue at Infoblox’s then-current and applicable hourly rate. Prior to Customer incurring any such charges, Infoblox will notify Customer of the third-party issue and obtain Customer’s consent to continue providing support for the third-party issue. If Customer has purchased Elite Maintenance for the impacted Product, Infoblox will assist with triage support for the third-party issue at no additional charge provided Customer also has a current support or maintenance agreement in place with the relevant third party for the relevant third-party product or service.

(f) Onsite Services. Onsite support services are not included in Support offerings. Professional Services for onsite requirements may be separately purchased. Infoblox is not obligated to provide a local service center or sales office in any particular country outside of the United States. This extends to but is not limited to technical assistance centers, replacement part stocking locations, and training centers.

2. UPDATES AND RELEASES.

(a) Software Releases. Customer is entitled to download Releases from Infoblox’s support website for Products under a current Support contract. Installation and configuration of Releases is not included as part of Support and is the responsibility of Customer. Software Support does not entitle Customer to new Software that is designed to add additional applications or features available in the Software or to provide additional functions and features that were not included in the Software originally licensed, which may be licensed separately from Infoblox at the price set forth on Infoblox’s then-current price list or the then-current price charged by the Authorized Reseller, as applicable.

(b) Hardware Upgrades. Support does not include Hardware upgrades or replacement of Hardware no longer supported with a current model; replacement with a current model is subject to purchase by Customer.

(c) Hardware Support..

(i) Hardware Exchange. In addition to 1(a) – (e) above, Support for Hardware Products includes advance exchange replacement of Hardware determined to be defective by Infoblox. Prior to any return of Hardware, Customer must contact a GSC to verify the existence of a warrantable defect in the Hardware and to obtain a Return Merchandise Authorization (“RMA”) number by Infoblox and the correct return shipping address. Customer must promptly deliver the defective unit to be replaced (as identified by the serial number provided to Infoblox at the time of RMA issuance) in accordance with Infoblox’s return instructions provided at the time of RMA issuance. The RMA number must be clearly listed on the outside of the return packaging. Infoblox may refuse delivery and return to Customer at Customer’s expense any unauthorized return or return packages not in compliance with Infoblox’s return instructions. If Infoblox has not received the replaced unit within thirty (30) days of delivery of the replacement unit, Customer will be invoiced for and shall pay for the replacement unit at Infoblox’s then-current list price or the then-current price charged by the Authorized Reseller, as applicable; non-payment may result in suspension of Support. If, after receipt, Infoblox determines in good faith that the returned unit does not contain the claimed defect or that failure of the unit was caused by misuse, negligence, software additions, modifications, or other damage caused to the unit when in Customer’s possession, then Infoblox may, in its sole discretion, return the unit to Customer at Customer’s expense and Customer shall pay for the previously shipped replacement unit at Infoblox’s then-current list price or the then-current price charged by the Authorized Reseller, as applicable.

(ii) Next Business Day Hardware Replacement. Support may include next business day Hardware replacement service (“NBD”). To be eligible for NBD Hardware replacement, Hardware must be located in a geography’s depot delivery radius as identified on Infoblox’s support website for NBD service coverage. In order to ship the same day, the RMA must be processed by 3:00 pm local time of the depot processing the RMA for shipment. For Hardware located outside of a geography’s depot delivery radius identified as NBD accessible, replacement Hardware will be shipped by reasonable, commercially available means for carrier delivery to Customer based on available delivery times. If Infoblox’s record of the installation location differs from the Customer’s requested ship to address, Infoblox will use commercially reasonable efforts to deliver Hardware by NBD.

3. CUSTOMER RESPONSIBILITIES.

(a) Customer’s Obligation to Assist. For each issue request submitted, Infoblox may require Customer to provide the following information: (a) a general description of the operating environment, (b) a list of all hardware components, operating systems and networks present, (c) a reproducible test case, and (d) any log, trace, and systems files. Customer’s failure to provide this information may prevent Infoblox from diagnosing and resolving the issue and will relieve Infoblox of its Support obligations to the extent such failure impedes Infoblox’s ability to diagnose or resolve the issue.

(b) Supported Releases. Infoblox will provide Support for Software release versions in accordance with its published lifecycle policy. Support does not cover prior release levels no longer supported in accordance with the policy; if required by Customer, services for prior release levels may be available at an additional charge. Installation of Software and Hardware in accordance with Infoblox documentation is the responsibility of the Customer.

(c) RMA Response Time. In order to ensure adequate RMA response times, Customer is responsible for ensuring Product installation locations are updated and accurate. Infoblox will bear no responsibility for delays caused by Customer’s failure to adhere to this section.

4. TERM AND TERMINATION.

The initial term of this Support Addendum will commence on the Infoblox purchase order book date (“Book Date”) and will have the term specified on the contract notification document emailed to Customer by Infoblox upon Product shipment or subsequent renewal. Infoblox may terminate Support upon thirty (30) days’ prior written notice to Customer, provided that such termination by Infoblox will not apply to any pre-paid Support period purchased by Customer. Customer may terminate any purchased Support upon thirty (30) days’ prior written notice to Infoblox. Pro-rated refunds for any remaining Support term following Customer’s termination may be issued at Infoblox’s sole discretion.

5. RENEWALS.

(a) Support Renewal. Fees for annual Support renewals are due in advance prior to the expiration of the then-current Support term. Infoblox reserves the right to increase Support prices annually and/or change the current pricing and fees from time to time. Renewal of Support will be under this Support Addendum (or any superseding document, as designated by Infoblox) applicable at the time of renewal. Prior to the expiration of a Support term, Infoblox may send a reminder notice to Customer or the applicable Authorized Reseller. The Authorized Reseller or Customer, as applicable, must initiate the renewal process and provide Infoblox a full and complete Customer Product install list and corresponding order to renew Support. It is the sole responsibility of the Authorized Reseller or Customer to validate the renewal requirements and to provide all documentation and information necessary to complete the renewal request. If a Support renewal is not completed prior to the expiration date of the current Support term and Support correspondingly expires, Infoblox shall have no responsibility and will not provide any Support services to Customer following the expiration date. Notwithstanding anything to the contrary, any renewal in which subscription volume or subscription length for any Services has decreased from the prior term will result in re-pricing at renewal without regard to the prior term’s per-unit pricing.

(b) Lapsed Support; Late Fee; Reinstatement Fee. If Customer fails to renew Support prior to the expiration of the then-current Support term, Infoblox may charge Customer a late fee equivalent to fifteen percent (15%) of the applicable annual Support renewal fee (“Late Fee”) which shall be due at the time of renewal. If Customer allows Support to lapse for ninety (90) days or more and later requests to resume Support, in addition to the Late Fee, Customer will be required to pay a reinstatement fee of not less than fifteen percent (15%) of the applicable annual Support renewal fee for each lapsed Product and the fees that would have been paid for all missed Support periods prior to reinstating Customer’s Support for the lapsed Products. In addition, at the time of such reinstatement, any other previously agreed pricing with regard to Support shall be void, and Customer will be charged Infoblox’s then-current Support price. Any Support that has lapsed for more than six (6) months may be reinstated at the sole discretion of Infoblox subject to a Product inspection as described in Section 6(a)(ii) below.

6. MISCELLANEOUS.

(a) Eligibility for Support. To be eligible for Support, the Products must contain or be the most current, or immediately prior, revision of Infoblox Software. Support does not include updates of Products and upgrading to the most current level shall be at Customer’s expense. Products must be installed and remain in an operating environment which is in accordance with the specifications set forth in the applicable Documentation.

(i) Same Product Coverage. Products of the same Infoblox Product type located at the same site location must be covered by the same level of Support. For Hardware, Customer must have both the chassis and all associated add-on components covered under the same Support plan. Customer shall notify Infoblox if additional same type Products are purchased or licensed during the term of this Addendum and shall pay a pro-rated support charge for such additional Product if a co-terminating Support contract is requested by Customer.

(ii) Product Inspection. Upon prior notice, Infoblox may conduct an onsite, physical certification inspection before commencement of Support hereunder to determine whether the Product is in good operating condition when: (1) Customer has allowed Support to lapse for more than six (6) months and wants to reinstate Support for the Product, or (2) Customer did not purchase Support when initially purchasing the Products and greater than twelve (12) months have lapsed since the Products were purchased. If during inspection Infoblox determines that a Product needs repair because it has not been maintained, Infoblox or an Authorized Reseller will provide Customer an estimated repair cost. Additionally, an inspection certification charge will be applied and invoiced by Infoblox or the Authorized Reseller, as applicable, at Infoblox’s then-current, professional services rate (travel and expenses are additional charges). Fees associated with the Product inspection are non-refundable.

(b) Service Exclusions; Unauthorized Product. Infoblox shall not be responsible or liable for correcting any errors that are not reproducible by Infoblox or providing Support related to or that entails the following:

(1) Customer’s failure to implement Releases made available under Support;

(2) the use or operation of the Product other than as set forth in the Documentation;

(3) any customizations, alterations, modifications of or additions to Products other than fixes and patches provided by Infoblox;

(4) Products that have been the subject of accident, negligence, misuse, loss, theft, damage or destruction in whole or in part;

(5) any work to be performed at a Customer’s site, other than as mutually agreed and documented in an Order;

(6) Products that have reached Infoblox’s published end-of-life date.

Infoblox will not extend Support or provide Software for any Infoblox Product purchased from an unauthorized third-party. Additionally, any customer purchasing used or second-hand appliances should be aware that Software and licensing (including embedded firmware) is non-transferrable pursuant to the applicable Infoblox Software license terms, and installing or using such Software may be a violation of such terms.

7. DEFINITIONS.

(a) “Release” means a new Software release version issued for a specific Product, if and when available, containing error corrections, patches, enhancements, new features and/or functionality, which is made generally available by Infoblox to its Support recipients without additional charge and may be indicated by a change in the version number to the left or right of the decimal point.

(b) “Workaround” means a temporary solution to a Software error that Infoblox has implemented or enabled customers to implement that allows the Software to regain functionality or provide Software functions in accordance with the Documentation.

EXHIBIT A

SUPPORT SERVICE LEVELS

The following describes the level of support that can be expected by Customer under normal circumstances.

TABLE 1. PREMIUM MAINTENANCE SERVICE LEVELS

SeverityDefinitionInitial Response Target TimeCommitment (Infoblox and Customer)Resolution Targets
1Operation/Service down or critically impacted. No known Workaround.Within 1 hourInfoblox and Customer will commit necessary resources to fix problem or obtain a Workaround.Emergency bug fix (EBF) if necessary. Fix included in next Release.
2Operation affected, but not down.
Impact may be high. Workaround may be available.
2 business hoursInfoblox and Customer will commit resources during normal business hours to resolve issue or obtain Workaround.Fix included in future Release.
3Moderate to negligible impact. No impact to business.8 business hoursInfoblox and Customer will commit necessary resources during normal business hours to restore operation to satisfactory levels.Schedule for future Release if necessary.
4Request for information, documentation issues, and enhancement requests.1 business dayRequest-dependent.Request-dependent.

TABLE 2. ELITE MAINTENANCE SERVICE LEVELS

SeverityDefinitionInitial Response Target TimeCommitment (Infoblox and Customer)Resolution Targets
1Operation/Service down or critically impacted. No known Workaround.Within 15minInfoblox and Customer will commit necessary resources to fix problem or obtain a Workaround.Emergency bug fix (EBF) if necessary. Fix included in next Release.
2Operation affected, but not down.
Impact may be high. Workaround may be available.
1 business hourInfoblox and Customer will commit resources during normal business hours to resolve issue or obtain Workaround.Fix included in future Release.
3Moderate to negligible impact. No impact to business.8 business hoursInfoblox and Customer will commit necessary resources during normal business hours to restore operation to satisfactory levels.Schedule for future Release if necessary.
4Request for information, documentation issues, and enhancement requests.1 business dayRequest-dependent.Request-dependent.

Last updated December 2021

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