A subscription agreement allows for designated customer technical contacts to raise service requests. The customer may modify its designated technical support contacts at any time. These technical support contacts will be the only interface to the Opsview support team.

First line support is typically provided by the customer support team. Second line support is offered by Opsera or through our certified partner network. Third line support is provided by Opsera's dedicated support and engineering personnel.

Enterprise support is available in the core service hours of 0900-1700 Monday to Friday excluding Bank Holidays in either UK time zone or the local time zone of our certified support partners.

Maintenance Releases and Upgrades

During the Support Services term, Opsera will make maintenance releases and upgrades available to customers. If a question arises as to whether a product offering is an upgrade or a new product or feature, Opsera's opinion will prevail, provided that Opsera treats the product offering as a new product or feature for its customers generally.

As part of the conditions of providing support, customers will be obliged to promptly install all maintenance releases and upgrades to maintain their software at the then current level and undertake any other reasonable requests from Opsera to maintain their system, communication lines, hardware and software.

Distributed Systems

Enterprise support covers one master and two slave servers. Support for larger systems will charged based on number of monitoring servers they comprise.

Sponsored Feature Development

Where the current standard product does not have the particular feature(s) that your organisation requires, Opsera can develop those features as a specific, bespoke development for you. However we often find that many of these features would have wider applicability to other customers and that it would be valuable for the customer to have the development incorporated into the standard product so that it falls under standard support in the future. In this instance, we would propose that the particular customer sponsor the development of the feature. This approach has been successfully used many times to enhance the Opsview product for the benefit of all.

Consulting

Opsera provides a full range of consulting services to support our customers and partners in the evaluation, selection, implementation and support of system management solutions. We can help you to evaluate the need for better system management, quantify the benefits and recommend the right technical approach.

Opsera's System Infrastructure services team are highly experienced in the design and implementation of Opsview systems, as well as a wide range of other products such as Nagios and Puppet. Typical services are

• Business requirements analysis and process change
• Project management
• Overall technical architecture design
• Installation and configuration
• Migration from previous management systems
• Integration with existing systems
• Best practice and performance tuning
• Adoption and documentation of best practice
• Customisation of existing Opsview features

The services you may need will vary depending on your internal knowledge and technical capability. Opsera are happy to work with your internal team providing support and guidance to them or we can take full responsibility for the entire implementation and roll-out - whatever fits your needs.

Training

We provide two Opsview training courses that can be delivered at your premises or at our training facility.

Operator Training

The target audience is helpdesk and support staff who will be reacting to alerts generated by the Opsview system. Delivery of the course is typically on-site.

Content covered

• Overview of monitoring concepts and how these apply to Opsview
• Overview of plugins and monitoring agents
• Description of host and service monitoring options (scheduled downtime, scheduling checks, etc)
• Description of hierarchical hostgroups and other dashboard functionality
• Interpreting monitoring information
• Basic troubleshooting

System Administrator Training

The target audience is engineers who will be responsible for managing the Opsview system. This is a 2 day training course delivered on-site or at our training facility.

Content covered:

• Overview of Opsview monitoring capabilities
• Overview of Opsview management capabilities
• Installing and upgrading software
• Initial software configuration
• Diagnosing network and host problems using Opsview
• Configuring SNMP traps
• Troubleshooting

Please contact opsview@opsera.com for details of our training courses.

Opsera Training Services - Terms and Conditions

These terms shall apply to all training services provided by Opsera Limited

Definitions

The Student is the person attending the training course

The Host is the member of Opsera staff providing the training session.

The Course is a complete body of prescribed studies constituting a curriculum

The Training Session is one specific instance of the Course

The Software is the Opsera owned software that is the subject of the course

1.0 Payment

1.1 The fee is payable before the start of the Training Session in order to reserve a place. Until payment is received it will not be possible to confirm a place on the course.

1.2 Non-UK Sales Tax will be charged in accordance with the prevailing legislation. UK Sales Tax (VAT) shall be applied at the standard rate of 15% between 1^st December 2008 and 31^st December 2009. Otherwise VAT will be charged at 17.5%.

1.3 You will have 5 working days from delivery of the Training Session to raise reasonable comments or objections about the course in writing. Opsera will endeavor to resolve your objections quickly and fairly, but if you remain dissatisfied, then we will provide a full refund of your Training Session fee.

2.0 Intellectual Property

2.1 Opsera will retain the Intellectual Property Rights and copyright of all materials used in the Course. Opsera owns all right, title and interest in and to all Opsera logos, trade names, trademarks and service marks, (collectively, the "Opsera Marks") and are the sole and exclusive property of Opsera and may not be used without Opsera's prior written consent.All copyright, trade marks and other intellectual property rights subsisting in or used in connection with the Software (including but not limited to all images, animations, audio or other identifiable material relating to the Software) are and remain the sole property of Opsera.

3.0 Liability

3.1 Neither party shall have any liability to the other which is greater than the fees payable for the Training Session (except for liability for death or personal injury which is unlimited under law).

3.2 Neither party will be liable to the other for any delay in or failure to perform its obligations as a result of any cause beyond its respective reasonable control including strikes, lock-outs or other industrial disputes (whether involving employees or any other party), failure of a utility service or transport network, act of God, war, riot, civil commotion, malicious damage, compliance with any law or governmental order, rule, regulation or direction, accident, breakdown of plant or machinery, fire, flood, storm or default of suppliers or sub-contractors.

3.3 Opsera will take no responsibility or liability for the behavior of other course attendees.

4.0 Course Cancellation

4,1 If the Student cancels the Training Session more than 48 hours before the Training Session is scheduled to take place 80% of the fees will be refunded. This small retention fee will cover Opsera's administration costs.

4.2 If the Student cancels the Training Session less than 48 hours before the Training Session is scheduled to take place the course fee will not be refunded. The Student may be rescheduled on a future Training Session at Opsera's discretion.

4.3 If Opsera cancels a Training Session because the number of subscribers is below the minimum level or for other operational reasons, the Student will be issued a credit that may be used for a future Training Session for that Course. If Opsera discontinue the Course then we will provide a full refund of your Training Session fee.

4.4 Opsera reserves the right to refuse or limit any services for a Training Session if a Student fails to satisfy the requirements for a Course as published or provided to the Student by Opsera prior to the start of such Course. In such cases no refund or cancellation fee will be paid.

4.5 If due to unforeseen circumstances it is necessary to abandon a Training Session the Student will be issued a full credit that may be used for a future Training Session for that Course

5.0 Student Conduct

5.1 The Student shall use all reasonable endeavors to observe all health and safety rules and regulations and any other reasonable security requirements that apply to the premises and have been communicated to them by Opsera,

5.2 Opsera reserves the right to refuse, limit or cancel any Training Session if a Student in the sole opinion of Opsera has displayed unreasonable behavior or is deemed to be violent, abusive or disruptive. In such cases no refund or cancellation fee will be paid.