Nextiva Software Service and Support Plan - Verint Systems Inc.

Plan Summary
Plan Features Gold Platinum Platinum Plus
First Year (required)
Beyond First Year
Technical Support (Contact
Center)
10% of the net software
selling price 1
14% of the net software
selling price 1
COSTS
STANDARD SERVICES
Business days 2
9 AM to 5 PM Local Time 3
Page 1
15% of the net software
selling price 1
19% of the net software
selling price 1
7 days 4
8 AM to 8 PM EST
18% of the net software
selling price 1
22% of the net software
selling price 1
7 days 4
8 AM to 8 PM EST
(plus off hour response)
Off Hour Response n/a n/a 2 hours
Online Resources Included Included Included
Software Error Corrections Included Included Included
Software Updates 5 Included Included Included
Microsoft Support
(as applicable)
On-Site Installation
Services
Testing results posted in the
Verint Knowledge Base within 5 business days
ADVANCED SERVICES
Fee based Fee based Included (2 days)
System Audit Fee based Included (1 day per year) Included (1 day per year)
On-Site Support Fee based
Included (1 day per
quarter)
Included (2 days per
quarter)
Dedicated Service Manager Fee based Fee based Included
Project Management Fee based Fee based
Included (3 days per
month)
Beta User Program Option Available Available Available
1 Minimum fees apply for Platinum and Platinum Plus plans. Discounts do not apply to the price of any software Support
Plans.
2 Excluding Verint company holidays.
3
Local Time is the time zone the call is originating from. Time zones supported under Local Time are Pacific (incl.
Hawaii), Mountain, Central, and Eastern. Calls from regions outside of Canada and the United States will be routed
based on Eastern Time.
4
Excluding Thanksgiving Day, Christmas Eve (after 2pm EST), Christmas Day, New Year’s Eve (after 2pm EST), and
New Year’s Day.
5
Periodic unspecified improvements or additions to the Software, including Error Corrections, new Versions, and other
changes to the Software, that may be provided, but excluding any new Software feature or substantial additional
functionality, which in Verint’s sole discretion, is subject to additional fees. New Versions may require the procurement by
Customer of additional hardware, related third party software (including, but not limited to, Microsoft SQL), and/or
installation and configuration services.
Nextiva Software ships with a 90-day warranty, after which the Nextiva Service and Support Plan must be purchased for
the remainder of the first year (9months).
The start date of coverage for support begins on the ship date of the Nextiva Software.
Support must be continuous. There will be a one-time fee if a request to renew support is received after coverage has
lapsed.