aem managed services product description

(C) Included CPU, Storage, Network I/O, and Backup. Use of these capabilities is licensed to Customer for use on the Author and Publish Instances included with Adobe Apps. A Document will be deemed unique unless it is an identical copy of a Deployed Document, is a direct language translation of a Deployed Document, differs from other Deployed Documents only with respect to correction of typographical errors, or contains pre-deployment customizations of information about Recipients (e.g. Definitions In these Service Level Terms ( SLT ), the following terms, indicated with a capital, whether single or plural, will have, Software Maintenance & Support Agreement This agreement ( Support Agreement, Software Assurance, Agreement ) is for the purpose of defining the terms and conditions under which Technical Support, Maintenance, SPYDERS END USER LICENSE AGREEMENT TERMS AND CONDITIONS 1. Once Adobe performs such installation, Customer (or its Development Partner) will work with Adobe to test the upgrade s implementation in a timely fashion and will notify their Adobe contacts, as listed in the Runbook, of the success or failure of such testing. WEB HOSTING SERVICES. Additional Instances may be licensed separately and added to an AEM Deployment of AEM Assets to increase the capacity of that AEM Deployment. If applicable, such list is intended to assist Adobe in running and supporting the Managed Services in the Production Phase Service Availability means the percentage obtained by dividing the number of minutes the Managed Services in the Production Phase is capable of receiving, processing, and responding to requests, during the applicable month by the number of total minutes in the applicable month, excluding in all cases Planned Scheduled Maintenance, Customer Error Incidents, and any event described in the Force Majeure section of the General Terms Service Availability Objective means the Service Availability identified in Sales Order for each Managed Service licensed or as further identified in the product descriptions in this PDM. WEB HOSTING SERVICES 1. (C) Adobe will continue to simultaneously run the Managed Services in the Production Phase while such customizations are in the Pre-Production Phase. AEM Sites Generic Production Instances are licensed per Instance. 1.1 AEM Sites (A) License Metric. (E) Commerce (1) License Metric. Specify a Customer contact who Adobe should notify if the system goes down. Capitalized terms used herein but not otherwise defined, This Service Level Agreement ( SLA ) further defines the Services offered under the Master Service Agreement ( MSA ) between SherWeb and the recipient of such services (hereinafter you or your ). (4) In addition to the Instances included in the base package described above, additional Author, Publish, or Generic Instances can be recommended based on Customer s specific use. (3) Product Limitations and Use Restrictions. (4) 99.99% Service Availability. 2.2 AEM Assets Add-ons (A) Additional Instances (1) License Metric. 8. If the Service Availability Objective was not met in a given calendar month, then for each day in such month that the duration of the Managed Services unavailability exceeds one continuous hour, Customer is entitled to receive a one-day Managed Services credit, subject to this Agreement. (B) For purposes of calculating the Service Availability Objective, Adobe will only consider the Managed Services unavailable if Customer opened a trouble ticket relating to the Managed Services unavailability with the Adobe customer support department within 3 business days of the Managed Services unavailability. AEM Forms Managed Services consists of the following capabilities; use of these capabilities is licensed to Customer for use with each licensed AEM Deployment of AEM Forms Managed Services: (1) Forms Portal (a) AEM Sites Limited Functionality for Forms Management. AEM Apps base package does not include licenses for use on any Mobile Apps; one of the following Mobile App licenses must be purchased for each Mobile App and identified in the applicable Sales Order: (1) PhoneGap Enterprise Apps is licensed per Mobile App. 3. Recipient licenses may not be shared or used by more than one individual Recipient but may be reassigned (A) when new Recipients replace former Recipients who have terminated their engagement with Customer, or (B) upon written permission from Adobe Runbook means a document written by Customer, the Development Partner, or both, that provides Adobe with a list of the Customer Customizations and configurations Customer, the Development Partner, or both, made to the Managed Services. (B) Response Procedure (1) Adobe acknowledgement of Managed Services Request. Multisite Manager lets AEM Users define relations between sites and to what degree re-use or control is automatically exerted on the different sites. 10. (a) PDF Forms. These TERMS AND CONDICTIONS (this Agreement ) are agreed to between InfluencersAtWork, Service Description: Dell Backup and Recovery Cloud Storage, Service Description for Avaya Messaging Service Release 1.0 A hosted Software-as-a-service offering, Winshuttle, LLC Technical Support and Maintenance Program, Installing and Configuring Adobe LiveCycle 9.5 Connector for Microsoft SharePoint, MDM Zinc 3.0 End User License Agreement (EULA), Terms and conditions Ecommerce internet services, At a Glance. In the event of a conflict between the data in Customer s records and Adobe s records, the data in Adobe s records will prevail. (c) Adobe Response Time: 1 hour. A list of all Adobe LiveCycle ReaderExtensions credentials or PKI certificates applied to PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 13 of 17, 14 Runbook Subject Matter System Monitoring User Acceptance Testing Documentation Post Production CAB Events and Responses Contacts and Contracts Description the Managed Services by Customer or Development Partner. I. Adobe LiveCycle OnPremise Software is an enterprise server platform that enables, Additional License Authorizations For HP Exstream and HP Autonomy Software products licensed by HP Exstream In addition to the governing agreement ( Agreement ) and any terms and conditions set forth in, PRODUCT DESCRIPTIONS AND METRICS Adobe PDM Adobe Campaign Managed Services (2014v1) The Products and Services described in this PDM are subject to the applicable Sales Order, the terms of this PDM, the, Platinum Support Service Agreement ("Support Agreement") The following sets forth the terms and conditions for the provision of maintenance for Adobe software licensed by Customer and support services, PRODUCT DESCRIPTIONS AND METRICS Adobe PDM Adobe Campaign On-premise (2014v1) The Products and Services described in this PDM are subject to the applicable Sales Order, the terms of this PDM, the General, STANLEY HEALTHCARE SUPPORT POLICY The following describes the Support which Stanley Healthcare or an authorized Stanley Healthcare third party partner (collectively Stanley Healthcare ) provides to Buyer, AeroScout Industrial Support Policy February 20, 2015 AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party, SERVICE LEVEL AGREEMENT - Shared Exchange Hosting This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Constructure, SERVICE LEVEL AGREEMENT: Shared Exchange Hosting This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Global Data, HTCondor SOFTWARE MAINTENANCE AGREEMENT This Software Maintenance Agreement is entered into on (the Maintenance Agreement ) between the Board of Regents of the University of Wisconsin System on behalf, SERVICE LEVEL AGREEMENT Shared Exchange Hosting This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Intermedia Technologies. A list of all software installed by Customer or Development Partner in connection with the Managed Services. TALECH SAAS SERVICES ORDER FORM. Notwithstanding anything to the contrary herein, Customer must accept all Emergency Upgrades. and similar differences that do not alter the fundamental business purpose of the Document Dispatcher Instance means the environment for the AEM caching or load balancing tool for a dynamic Web authoring environment. Any unused Managed Services credits will expire upon termination of this Agreement. Adobe reserves the right to alter the Adobe Response Services, from time to time, using reasonable discretion but in no event may such alterations result in: (i) diminished support from the level of support set forth herein; (ii) materially diminished obligations for Adobe; or (iii) materially diminished rights of Customer. Adobe Experience Manager Apps ( AEM Apps ) Product Description 4.1 AEM Apps. Includes 1 Author Instance and 1 Dispatcher Instance for Production (2) 99.9% Service Availability. 4. In a load-balancing role, the Dispatcher Instance distributes load across different clustered AEM Instances Instance means one copy of the AEM Managed Services running on one Computer. Additional Terms for Adobe LiveCycle. (3) AEM Assets does not include licenses for AEM Users, which must be licensed separately and identified in the applicable Sales Order. DATA, TERMS AND CONDITIONS INFLUENCERS AT WORK These TERMS AND CONDICTIONS (this Agreement ) are agreed to between InfluencersAtWork, Ltd. ( InfluencerAtWork ) and you, or if you represent a company or other, Service Description: Dell Backup and Recovery Cloud Storage Service Providers: Dell Marketing L.P. ( Dell ), One Dell Way, Round Rock, Texas 78682, and it s worldwide subsidiaries, and authorized third, Service Description for Avaya Messaging Service Release 1.0 A hosted Software-as-a-service offering Effective Date: October 2013 1 Table of Contents 1 SERVICE TERMS 5 1.1 Term of Service 5 1.2 Service, Winshuttle, LLC Technical Support and Maintenance Program Overview The Winshuttle Technical Support and Maintenance Program ( Support Program ) is the comprehensive technical support and maintenance service, !! INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions: SaaS Hosting Agreement V1.2, August 18th, 2014 Between: Project Open Business Solutions, S.L. Service Definition. AEM Assets also includes use of any of the following modules and tools on each licensed AEM Deployment of AEM Assets: Commerce, dynamic renditions, reporting, rights management security by ACL, advanced rights management functionality including closed user group access at folder level and on the Publish Instance, copyright web statement and expirations, LDAP with SSO, advanced review and approval workflows to create ad-hoc reviews on batch assets, and Projects. AEM Sites Generic Non-production Instances are licensed per Instance. PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 8 of 17, 9 (2) Description. Additional Instances are added to an AEM Deployment of AEM Assets to increase the capacity of that AEM Deployment and can be designated either as an Author or Publish instance. Multisite Manager is licensed per Instance. (b) Adobe Response Time: 1 business day. PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 2 of 17, 3 (5) AEM Sites Managed Services does not include CDN services by default, but can be purchased separately. BY EXECUTING, To make this website work, we log user data and share it with processors. (2) Description. Additionally, Customer may use Reader Extensions in an unlimited fashion only when Document has been rendered by PDF Forms immediately prior to its distribution and use by a Recipient. PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 14 of 17, 15 Additional Managed Services Terms 13. Adobe will provide Customer with 60 days prior written notice of any material changes to the Adobe Response Services contemplated herein Customer Success Engineer. MIDDLESEX SAVINGS BANK ONLINE BANKING AGREEMENT, 1. Mobile includes LiveCopy functionality, which allows a link content between standard websites created in AEM Sites and mobile/tablet sites created with Mobile. (b) For fonts identified as Licensed for editable embedding on Adobe s website at Customer may embed copies of the font software for these fonts into Customer s Documents for the purpose of creating editable Documents. Standard Warranty provides that the (a) CloudShield Hardware, Dedicated Server Services Specific Terms and Conditions These Specific Terms and Conditions and ROOT General Terms and Conditions shall be interpreted and applied together as a single instrument (the Agreement, 1/9 CLOUD SERVICE AGREEMENT (hereinafter Agreement ) 1. Use of these capabilities is licensed to Customer for use on the Instance included with AEM Assets and on each Additional Instance of AEM Assets licensed and added to the Deployment. 1. (a) Priority identification: (i) During either the Production Phase or the Staging Phase, the problem does not prevent operation of the Managed Services in either the Production Phase or the Staging Phase but there could be minor degradation in performance. Purchase, use, and reliance upon digital certificates are the responsibility of Customer and the certificate authority. This PDM describes the following Managed Services products: Section Name of Product 1 Adobe Experience Manager Sites 2 Adobe Experience Manager Assets 3 Adobe Experience Manager Forms 4 Adobe Experience Manager Apps Products and Services subject to this Managed Services Exhibit are delivered to the Customer as hosted managed services and are referred to as Managed Services under the Agreement. Customer s Runbook must, at a minimum, include the subject matters listed below in the format provided by Adobe. Includes 1 Author Instance, 1 Publish Instance, and 1 Dispatcher Instance for Production. (3) Product Limitations and Use Restrictions. Customer can license AEM Sites Managed Services in the four different SLA Service Availability levels and base package configurations described in this section below. Adobe may delete and overwrite all backup files from media seven days after the end of the retention period unless Adobe is otherwise requested to retain these files, in writing, by Customer or law enforcement. Adobe will provide resolutions as required to correct Managed Services malfunctions in order to bring the Adobe provided portion of the Managed Services into substantial conformity with applicable documentation. Development Consultant. 17. Adobe may, in its sole discretion, from time to time during the License Term, change or modify the subject matters required to be included in the Runbook, and Customer will promptly update its Runbook to include such new subject matters. (E) The Managed Services credit offered in this section regarding remedies for failure to achieve the Service Availability Objective will be Customer s sole and exclusive remedy for any failure of the Managed Services or any failure of Adobe to meet the Service Availability Objective. At a Glance These Support Policies describe the Support Services applicable to Online Services ordered by Customer pursuant, PENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015 This Agreement is provided in addition to the Order Form addendum which accompanies it and, governs the purchase and delivery of the, SERVICE LEVEL AGREEMENT between Open Source Support Desk B.V. and Hargray, Inc. AEM Sites includes the following capabilities. The Client,, authorizes GeekArtist Web Solutions, LLC at 4314 Princeton Drive, Garland, TX 75042 (herein referred to as the The Company ) to develop, ASYMMETRIC DIGITAL SUBSCRIBER LINE INTERNET ACCESS TERMS The following Terms and Conditions govern the rights and obligations of Cable and Wireless and the Customer in connection with Cable and Wireless, SYMPHONY LEARNING LICENSE AND REMOTE HOSTED SERVICES AGREEMENT PLEASE READ THIS LICENSE AND REMOTE HOSTED SERVICES AGREEMENT CAREFULLY BEFORE USING THIS WEB SITE BY CHOOSING THE ACCEPT BUTTON YOU ARE (1), CRM in a Day Support Services Agreement Agreement Number: Start Date: Renewal Date: Minimum Term: This Agreement sets forth the terms and conditions under with CRM in a Day shall support the Microsoft, SERVICE LEVEL AGREEMENT Cloud Server This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Intermedia.Net, Inc. ( Intermedia, Annual Hosting Service Level Agreement This Agreement (the Agreement ) for AtoM (the Software ) hosting service (the Service ) is entered into between Artefactual Systems Inc. ( Artefactual ) located in, TUFIN SOFTWARE NORTH AMERICA, INC. [Last revised: May 11, 2014] 1 SCOPE OF APPLICATION 1.1 These General Terms and Conditions shall apply to Services with respect to Tufin Technologies software programs, Board Policy: The purpose of this ipad Usage Policy is to establish guidelines and procedures for staff and Board members of the Colorado State University System (CSUS) to implement the efficient use of, VARONIS SUPPORT PRINCIPLES 1. Enterprise SaaS, CCH INCORPORATED, A WOLTERSKLUWER COMPANY ACCESS AGREEMENT FOR THE, PeopleMatrix Application Hosting Services Agreement, Hosting Agreement. Specify a Customer resource who has technical knowledge of the Managed Services and who can answer questions from Adobe. Customer Content Transition or Deletion. Definitions Software means the exist-db Open Source Native XML database, its, What s new Installing and Configuring Adobe LiveCycle 9.5 Connector for Microsoft SharePoint Contents Introduction What s new on page 1 Introduction on page 1 Installation Overview on page 2 System requirements, Service Schedule for CLOUD SERVICES This Service Schedule is effective for Cloud Services provided on or after 1 September 2013. AEM Forms Workflow includes use of the following functions and tools: routing, Workspace, and Mobile Workspace. (b) AEM Assets Limited Functionality. 15. (b) Customer Action: The Customer must call Adobe Customer Support for all critical Priority 1 issues and Customer s Technical Support Contact must be available to work with the Adobe Technical Support team while Adobe resolves Customer s issue. Notwithstanding anything set forth to the contrary herein, upon Customer s request, Adobe will use commercially reasonable efforts to assist Customer in transitioning all Customer Content and personal information off of the Managed Services. (D) Upgrade Deferrals. AEM Cloud Hosted offerings are licensed to Customer under the terms of the Exhibit for OnDemand, PRODUCT DESCRIPTIONS AND METRICS Adobe PDM - AEM 5.6.1 Cloud Hosted, Managed Services (2013v3) The Products and Services described in this PDM are subject to the applicable Sales Order, the terms of this, 1. Prepared On: March 27, 2013. (3) Additional Modules Included. (4) Backup: Customer may use a total combined backup space of one terabyte per AEM Author and Publish Instance. 7.2 Customer is solely responsible for all security testing of Customer Customizations, and Adobe has no obligation in connection with any failure or defect caused by Customer Customizations or Customer s failure to meet the obligations in section 5 (Pre-Production Phase) of thispdm. (3) Product Limitations and Use Restrictions. For caching, the Dispatcher Instance works as part of an HTTP server that caches as much of the static website content as possible and accessing the website's layout engine as infrequently as possible. A list of parameters for such connections that should be monitored by Adobe to ensure functioning of the Managed Services. (b) Adobe will use reasonable efforts to diagnose the problem and if it is mutually determined by Customer and Adobe that the problem represents an error in the Managed Services that causes it to not operate in substantial conformity with applicable documentation, Adobe will use commercially reasonable efforts to provide a remedy to the Customer, which may include eliminating the defect, providing updates, or demonstrating how to avoid the effects of the defect with reasonable commercial effort. Web.com may make available for purchase, from time to time, a variety of hosting or hosting related packages referred to as nscommercespace, Shared Web Hosting (formally Web Hosting), DATA SECURITY AGREEMENT Addendum # to Contract # This Data Security Agreement (Agreement) is incorporated in and attached to that certain Agreement titled/numbered and dated (Contract) by and between the, DASSAULT SYSTEMES R&D Customer Support 10, Rue Marcel DASSAULT 78140 Vlizy Villacoublay FRANCE SUPPORT SERVICE POLICIES FOR LICENSED PROGRAMS For indirect channel through VAR Date: August 6th, 2014 Summary, SharePoint Hosting AGREEMENT on SharePoint Hosting use Subject and Definitions The Subject of this Agreement is hosting of SharePoint hosting system (hereinafter: the Agreement ) which allows the use of. Storage 15.1 Adobe stores all long term Customer Content, Sensitive Personal Information, and related operational data on mechanisms external to the virtual machines supporting the Customer system Adobe encrypts all Customer Content, Personal Data and related operational data stored outside the virtual machine at a standard of no less than AES Backup 16.1 Adobe backs-up all long term Customer Content, Sensitive Personal Data, and related operational data such that Adobe can make a rapid recovery of the Services in the event of a loss of the primary data within a system Adobe encrypts all backups at the same standard or better as set forth above for long term storage. The following guidelines should be used by Customer to identify the appropriate priority level. the same login ID may not be used by more than one User or Computer at a discrete moment in time) or by multiple Users. Fax: E-Mail: A. AEM Assets Generic Non-production Instances are available either as a large or medium Instance for use in the Non-production Phase (development, staging, or transition phases). Service Level Terms Inter8 Cloud Services. Unless a certificate authority provides a separate written warranty to Customer, Customer s use of digital certificates is at Customer s own risk. AEM Forms Managed Services also includes use of any of the following modules and tools on each licensed Instance of AEM Forms Managed Services: Assembler, ECM Connectors, Output, PDF Generator, Digital Signatures, Adaptive Forms, Mobile Forms, and Correspondence Management. Integration connectors are available for Adobe products and third-party products (purchased separately), including Adobe Creative Cloud and Marketing Cloud folder sharing, PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 4 of 17, 5 Creative Suite application integrations via Adobe Bridge, Drive, and PIM integration, Advanced InDesign Server integration, SharePoint, and Documentum integrations. Customer is granted a reasonable number of AEM Users needed to administer and access AEM Sites and AEM Assets each as part of AEM Forms Managed Services. Hosting Services Agreement. This, CENTRAL SAVINGS BANK BUSINESS INTERNET BANKING AGREEMENT This Business Internet Banking Agreement ( Agreement ) contains the terms and conditions governing your use of Central Savings Bank s ( Bank ) Business, Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide. Online Banking This Agreement made between you and Middlesex Savings Bank (the "Bank") governs the use of Online Banking services (the "Service"). 1 PRODUCT DESCRIPTIONS AND METRICS Adobe PDM - AEM 6.0: Managed Services (2015v1) The Products and Services described in this Product Description and Metrics ( PDM ) document are subject to the applicable Sales Order, PDM, Exhibit for Managed Services, and General Terms. All other upgrades will be implemented by Adobe throughout the License Term upon prior written notice to Customer as specified in the Runbook. (A) At Customer s request, Adobe will calculate Customer s Service Availability during a given calendar month. (D) Customer is responsible for ensuring the Development Partners compliance with all terms and conditions of this Agreement, as applicable, and will remain liable for any acts or omissions of the Development Partners which results in a breach or violation of this Agreement, including indemnifying Adobe for any and all third party claims arising from such acts or omissions of Development Partner. A list of parameters associated with any Customer Customizations that should be monitored by Adobe to ensure functioning of the service. Each Instance can be designated as either Author or Publish, but each will be counted separately as one Instance Mobile App means application software designed to run on a mobile device, such as a smartphone or tablet computer Planned Scheduled Maintenance means any maintenance performed on the Managed Services during Adobe s standard maintenance windows, currently (as of the Effective Date) occurring between 8:00pm PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 16 of 17, 17 Pacific Time and 12:00am (midnight) Pacific Time each Friday or at such other time as identified in the applicable Runbook Pre-Production Phase means the period of time before the Production Phase in which Customer or Development Partner (A) may customize and test the components and features of the Managed Services for the purpose of evaluating potential configurations of the Managed Services; (B) may conduct quality testing of those configurations by performing bug elimination, simulations, and integration with other Customer systems; and (C) if applicable, as noted in the relevant PDM, creates a Runbook and obtains Adobe s written approval of such Runbook Processing Instance means the environment where run-time processing operations that do not occur on the Publish Instance are conducted Production Phase means the period of time when Managed Services Users use the Managed Services (A) on Customer Sites; or (B) for its internal operations Publish Instance means the environment that makes content available to Customer s intended audience Recipient means a person to whom Customer directly or indirectly Deploys Documents. (D) Product Limitations and Use Restrictions (1) AEM Sites integrations with Adobe Marketing Cloud, Adobe Digital Publishing Suite, Adobe Creative Cloud, and Adobe Creative Suite include only the integration code; Customer must license each of the additional products separately. Service Level Agreement 9. Support Services 10.1 Technical Support Contacts. PDM-AEM-6.0-MgdSvcs-NA-2015v1 Page 7 of 17, 8 3.2 AEM Forms Managed Services Add-ons (A) Additional vcpu Capacity (1) License Metric. License for Development Software. AEM Sites also includes use of any of the following modules and tools on each licensed AEM Deployment of AEM Sites: Adobe Marketing Cloud Integrations, Advanced Content Management, Dispatcher, LDAP with Single Sign On (SSO), Marketing Campaign Management, Media Publisher, Portal, Portal Director, Targeting, and Projects, and Tools. (2) Description. Notwithstanding the foregoing, Customer is not obligated to pay to Adobe any such Extended Operations Uplift Fees if Customer is willing to install the Support Upgrade, but an action by Adobe causes such Support Upgrade to fail to be backward compatible with the then-current version of the Managed Services; however, Customer will work with Adobe to install the applicable Support Upgrade within a reasonable period of time Emergency Upgrades. (b) Reader Extensions. Customer is also granted access to the AEM Forms SDKs. After Adobe provides such notification, Adobe will work with the Customer to determine a mutually agreed upon time to provide a Staging Phase system for the Customer to start testing the upgrade.

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