Rockliffe Services

MailSite Collaborator is a mail server and calendar server that works with Outlook 2007 without any plug-ins and provides a low cost alternative to Microsoft Exchange Server

License Subscriptions Anti-Virus Subscription Anti-Spam Subscription

MailSite Standard Support Subscription Agreement

1. Services Provided by MailSite

1.1. MailSite will, during Regular Business Hours and for the Components Supported, provide unlimited Technical Support for the MailSite software license(s) specified in the Support Subscription via telephone and email.

1.2. MailSite will provide all Major and Minor version upgrades for the MailSite software license(s) specified in the Support Subscription. Such upgrades will be provided free of any additional charge. To qualify for free major upgrades, a continuous support subscription is required from 30 days of original purchase date.

2. Quality of Services Guarantee

2.1. MailSite will provide said services in a professional, courteous manner via responsive, well-trained Technical Support Engineers.

2.2. MailSite will respond to Technical Support enquiries within one working day of receipt.

3. Regular Business Hours

3.1. 8am to 5pm Pacific Standard Time (GMT - 8 hours)

3.2. 9am to 5pm Western European Time (GMT)

3.3. Weekends and Public Holidays excluded

4. Components Supported

4.1. Standard Product Installations. MailSite will provide Technical Support for the installation, configuration, fault diagnosis, fault resolution, and troubleshooting of standard, non-customized deployments of specified MailSite product(s), including Documented Product Interfaces with third party applications.

4.2. Non-Standard Product Installations. MailSite will not provide Technical Support for non-standard, customized deployments of specified MailSite product(s) other than to advise customers of the location of known, accessible technical support documents.

4.3. Product Installations Interfacing With Non-Standard Applications. MailSite will not provide Technical Support for the Documented Product Interfaces of specified MailSite product(s) where the Documented Product Interfaces are used to interface with applications that do not conform to standard operating system, database or Internet protocols.

5. Customer Responsibilities

To benefit from the above Services, customers are required to:

5.1. Provide on request the relevant product Serial Number(s) or License Key(s)

5.2. Provide on request the customer contact details as logged in our database against the License Key. These details can be updated via our website at any time http://www.MailSite.com/portal/ (login required).

5.3. Use the allocated Case Number when enquiring or communicating on existing Cases

5.4. Have good administrator-level understanding of the appropriate server operating system

5.5. Have a basic understanding of the principles and concepts of internet email, including:

5.5.1. DNS (MailSite recommends the O’Reilly series on DNS administration)

5.5.2. Internet RFC 2821 SMTP

5.5.3. Telnet, PING and NSLOOKUP

5.5.4. Email client configuration

6. Exclusions

6.1. MailSite will not provide Technical Support services to MailSite customers’ end users.

6.2. MailSite will not provide Technical Support for the following:

6.2.1. Operating Systems

6.2.2. Programming/scripting

6.2.3. Sieve filter scripts

6.2.4. Hardware

6.2.5. Antivirus/firewall software

6.2.6. NAT servers

6.2.7. LANs / WANs

6.2.8. Database applications

6.2.9. Software Development Kit (SDK)
(NOTE: Fee-based professional services are available and required for answers to developer or development questions as well as custom hooks and application development.)

7. Service Access

7.1. Telephone +1 408 879 5600 8am to 5pm Pacific Standard Time (GMT - 8 hours)

7.2. Telephone +44 (0)113 383 0125 9am to 5pm Western European Time (GMT)

7.3. Opening new Support Cases: http://www.MailSite.com/portal/cases/ (login required)

7.4. Correspondence regarding existing Cases and other enquiries support@MailSite.com

8. Additional Services

8.1. The following services are available free of charge via the Support Section of the MailSite website http://www.MailSite.com/support:

8.1.1. Online product knowledge base(s)

8.1.2. Other Support Pages

8.2. The following services are available free of charge via the MailSite Customer Portal http://www.MailSite.com/portal/ (login required):

8.2.1. Free hot-fix updates

8.2.2. Regular Newsletter available online or distributed via opt-in email list

8.2.3. Archived email User discussion groups

8.2.4. A detailed Product Administration Guide

9. Professional services

MailSite Professional Services offers a range of services including planning, migration, installation, customization and upgrades. Please contact your nearest MailSite sales team for more information http://www.MailSite.com/contacts/

10. Escalation Procedure

Any dissatisfaction with any element of MailSite Technical Support Services should be communicated in the first instance to:

10.1. By email feedback@MailSite.com

10.2. By phone to the Support Services Manager on:

10.2.1. ++1 408-879-5600 8am to 5pm Pacific Standard Time (GMT - 8 hours), or

10.2.2. +44 (0)113 383 0125 9am to 5pm Western European Time (GMT).

11. Modification of Agreement

11.1 MailSite reserves the right to make changes to the terms and conditions in this agreement without prior notice. The electronic form of this agreement publicly displayed on MailSite's web site supersedes any other printed or electronic agreement.