ARTESCA LICENSE AND SUPPORT TERMS & CONDITIONS

Terms of Use

1. SOFTWARE LICENSE

All software and copies of software (Software) identified in order form (Order), which may be provided in paper or via electronic means, that is executed by either (a) an authorized distributor (Distributor) on behalf of Scality (Licensor), or by Licensor, and (b) the party who is entitled to use the software (Licensee) are licensed and not sold in accordance with the Order and those Artesca License and support Terms & Conditions. Distributors must be authorized by Licensor to distribute the Software for this License to be valid. An Order may establish prices and volume/metrics of licensed Software but may not modify those Artesca License and support Terms & Conditions unless the Order expressly states that the Order terms supersede those Artesca License and support Terms & Conditions, and such provision is separately signed by Licensor. Licensor owns and retains the exclusive right, title and interest, including intellectual property rights, in the Software and Software documentation and all Software and Software documentation and copies made thereof are licensed, not sold.

2. LICENSE TYPES

The Software may be licensed in an Order as a Free License or as a Term License. A Free License is subject to the special terms and conditions in the section “FREE LICENSE TERMS AND CONDITIONS” below. A Term License means a license to use the Software for a specific period of time or for a specific usable storage capacity, or both, as set forth on the Order. In those Artesca License and support Terms & Conditions, the term “Commercial License” means a Term License.

3. OWNERSHIP.

Unless Licensee breaches those Artesca License and support Terms & Conditions or the Order and Licensor terminates those Artesca License and support Terms & Conditions and/or an Order, Licensor grants Licensee a worldwide, limited, non-exclusive, non-transferable and non-sublicensable during the Term set forth on an Order, license to use the object code version of the Software for up to the usable storage capacity identified on the Order Form (if the Order fails to specify a specific amount of storage the storage limit shall be one terabyte) at the location(s) set forth on the Order.

Unless otherwise specified on the Order, the License shall start on the date the Licensor receives a valid order from the Licensee or an Authorized Reseller.

Licensee is also licensed to use and make internal copies of all Software documentation provided by Licensor solely in connection with the use of the Software as authorized above. Licensee may make internal copies of the Software solely for backup and restoration purposes but may not use such copies of the Software for live or production use, or any direct or indirect use of the Software which is in live or production use or serving its final or intended or revenue generating purpose (Production Use).

“usable storage capacity” is calculated by dividing total raw capacity used for storing data (which the total capacity of disks used to store data) by the data protection overhead required to protect data on such hardware per the attached formula:

usable data = (raw storage used to store data) / (data protection overhead).

Licensee may only use the Software on operating system listed on the Licensor website at www.scality.com as compatible with the Software.

4. FREE LICENSE TERMS AND CONDITIONS

Licensor may establish the right to use the Software without a fee for defined period of time (the “Trial Period”). Any Trial Period and the start date will be set forth on Licensor’s website. Licensor may change the terms of the Free License, including the Trial Period, at any time, including terminating the Free License completely. While Licensee may use the Free License in regular production, Licensee acknowledges that Licensor’s right to change or even terminate the Free License program means that at any time in the future Licensee’s use may no longer qualify for the Free License. If Licensor makes a change to the Free License, any fees and charges for use of the Software shall only accrue for the time period after the date Licensor makes the change and publishes such modification.
For clarity, in the event the Licensee continues to use the Software for any purposes beyond the Trial Period, Licensor reserves the right to charge the Licensee, and the Licensee shall accept and pay the Licensor’s invoice within thirty (30) days, based on the usable capacity and the applicable Scality list price.
The Licensor makes no commitment regarding technical support provided to the Licensee. The Licensor may provide technical support, in its sole discretion.

5. THIRD PARTY SOFTWARE

Licensor may distribute software owned by third parties (Third Party Software) with the Software. Third Party Software may be subject to other license terms. To the extent Licensor has the right to distribute such Third Party Software, Licensor grants Licensee all of the rights the Licensor has to Third Party Software for use in connection with the Software. Third Party Software that is not embedded into the executable Software image provided by Licensor is not “Software” in those Artesca License and support Terms & Conditions and Licensor makes no representations or warranties in respect of such Third Party Software.

6. LIMITATIONS

Except to the extent expressly licensed as provided in those Artesca License and support Terms & Conditions and an Order, Licensee may not directly, or indirectly through another, reproduce, modify, translate or otherwise create derivative works from, rent, lease, loan or otherwise distribute, copy, decompile, disassemble, reverse engineer or attempt to reconstruct, identify or discover any source code, underlying ideas, processes or algorithms by any legal or technical means whatsoever, in respect of all or any part of the Software, Software documentation or Licensor’s Confidential Information (defined below). Licensor reserves all rights to the Software, Software documentation and Licensor Confidential Information not expressly granted herein or in an Order.

7. OTHER RESTRICTIONS

Unless otherwise stated in an Order or approved by Licensor in writing, Licensee may not directly or indirectly through or with another: (i) move the Software to a location other than the initial location set forth on the initial Order; (ii) publish or disclose any features, functionalities, attributes, results of any test or benchmarking or comparative study of, the Software or documentation or use such results or information for any software development activity; (iii) remove any product identification, proprietary, copyright or other notices contained in the Software or documentation; or (iv) use the Software on any hardware or systems environment other than those approved by Licensor.

8. UPDATES AND UPGRADES

Software includes patches, updates, improvements, additions, enhancements and other modifications that may subsequently be made available to Licensee to the extent provided in an applicable Order for maintenance and support services for Commercial Licenses. Licensor makes no commitment to update, upgrade or provide support for Free Licenses. Unless otherwise provided in an Order for maintenance and support services, Licensor may determine that it will not support a particular version of Software licensed on a Commercial License basis with at least one year’s prior notice to Licensee.

9. ADDING STORAGE CAPACITY

Licensee shall be responsible for the Fees (at Licensor’s standard rates, if none are set forth in an Order) for added usable storage capacity from the date of such addition regardless of whether an Order has been placed or not by the Licensee or by an Authorized reseller of Licensor. Licensor will “true up” accordingly the license Fees which are due on that basis and will invoice the Licensee as necessary. If a given storage device containing the Software that is licensed on a Hardware License basis is decommissioned and replaced by a new device Licensee would be required to purchase a new Hardware License for the new device.

10. AUDIT

For the term of those Artesca License and support Terms & Conditions and all applicable Orders and one (1) year thereafter, (a) Licensee will maintain all books, records, contracts and accounts relating to its use of the Software, the receipt of Services and general compliance under those Artesca License and support Terms & Conditions and applicable Orders, and (b) Licensor will have the right, at its own expense and under reasonable conditions of time and place, to audit and copy any or all of such records; provided however, that in no event shall Licensor be permitted to engage in more than two (2) audits in any given calendar year. If any such audit discloses a breach of those Artesca License and support Terms & Conditions and applicable Orders or underpayment of any amounts by Licensee or its employees or agents, Licensee will, in addition to such other rights and remedies as may be available to Licensor as the result of such breach, pay to Licensor the reasonable cost of such audit and copying. Licensor will use information obtained from such audit only to verify and enforce Licensee’s compliance with the terms of those Artesca License and support Terms & Conditions and applicable Orders, to comply with any governmental reporting requirements and for such other purposes as required by law.

10. CONFIDENTIALITY

Each Party acknowledges that it may be furnished, receive or otherwise have access to information that is of a confidential, proprietary, or trade secret nature furnished or disclosed by one Party (the “Discloser”) to the other Party (the “Recipient”) under those Artesca License and support Terms & Conditions and applicable Orders, including information exchanged in contemplation of entering into those Artesca License and support Terms & Conditions and applicable Orders (Confidential Information) of the other Party in connection with those Artesca License and support Terms & Conditions and applicable Orders which shall remain the property of the Discloser. Each Party agrees that Confidential Information received from the other Party: (a) will only be used as necessary to achieve the purposes and objectives of those Artesca License and support Terms & Conditions and applicable Orders; (b) will not be disclosed to any third party without prior written approval of Discloser; (c) may only be disclosed within the receiving organization on a “need-to-know” basis to persons who have been advised of the existence of those Artesca License and support Terms & Conditions and applicable Orders and agree to be bound by its terms; and (d) will be treated with at least the same degree of care as Recipient treats its own Confidential Information, but in no event with less than a reasonable degree of care. Recipient will notify Discloser promptly of any unauthorized use or disclosure of Confidential Information and cooperate with and assist Discloser in every reasonable way to stop or minimize such unauthorized use or disclosure. Notwithstanding the above Confidential Information will not include information that: (i) is or becomes known to the public without breach of those Artesca License and support Terms & Conditions and applicable Orders by Recipient; (ii) is already known to or in the possession of Recipient at the time of disclosure; (iii) is independently developed by or for Recipient as evidenced by Recipient’s own files and records; (iv) is rightfully obtained by Recipient from a third party that was lawfully in possession of the information and had the right to disclose the same; or (v) the Parties mutually agree in writing to release from the terms of those Artesca License and support Terms & Conditions and applicable Orders. Confidential information will not be deemed to be publicly known merely because all or a portion of such information is embodied in general disclosures or because individual features and/or components (or the combination of such features and components) are or become known to the public. A Party may disclose Confidential Information to the limited extent required (a) in order to comply with the order of a court or other governmental body, or as otherwise necessary to comply with applicable law, provided that the Party making the disclosure pursuant to the order shall first have given written notice to the other Party and made a reasonable effort to obtain a protective order or otherwise maintain the confidentiality of the information to be disclosed; or (b) to establish a Party’s rights under those Artesca License and support Terms & Conditions and applicable Orders, including to make such court filings as it may be required to do.

11. LICENSOR WARRANTIES; REMEDY

With respect to a Commercial License, Licensor represents and warrants that the Software will conform in all material respects to the Software documentation for a period of ninety (90) days after the Software is delivered to Licensee pursuant to those Artesca License and support Terms & Conditions and applicable Orders, provided that such warranty will not apply to failures to conform to the Software documentation to the extent such failures arise, in whole or in part, from (a) any use of the Software other than in accordance with the Software documentation, (b) modification of the Software by Licensee or any third party, or (c) any combination of the Software with software, hardware or other technology not provided by Licensor under those Artesca License and support Terms & Conditions and applicable Orders or specified by Licensor to work with the Software. For all warranty claims made by Licensee during the warranty period, Licensor will use commercially reasonable efforts to resolve, at no charge to Licensee, any such nonconformities. This is Licensee’s sole and exclusive remedy for a breach of this warranty, except to the extent provided in an Order. LICENSOR MAKES NO REPRESENTATIONS OR WARRANTIES IN RESPECT OF FREE LICENSES.

12. DISCLAIMER

EXCEPT AS EXPRESSLY WARRANTED IN THOSE ARTESCA LICENSE AND SUPPORT TERMS & CONDITIONS, THE SOFTWARE, AND ANY OTHER MATERIALS (INCLUDING THIRD PARTY SOFTWARE) AND/OR SERVICES PROVIDED BY LICENSOR ARE PROVIDED “AS IS” AND “WITH ALL FAULTS,” AND LICENSOR AND THEIR
SUPPLIERS EXPRESSLY DISCLAIM ALL OTHER WARRANTIES OF ANY KIND OR NATURE, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTIES OF QUIET ENJOYMENT, ACCURACY OF DATA, AS WELL AS ANY WARRANTIES OF MERCHANTABILITY, SYSTEM INTEGRATION, FITNESS FOR A PARTICULAR PURPOSE, OR THE ABSENCE OF ANY DEFECTS THEREIN, WHETHER LATENT
OR PATENT. NO WARRANTY IS MADE BY LICENSOR ON THE BASIS OF TRADE USAGE, COURSE OF DEALING OR COURSE OF TRADE. LICENSOR DOES NOT WARRANT THAT THE SOFTWARE OR SERVICES PROVIDED UNDER THOSE ARTESCA LICENSE AND SUPPORT TERMS & CONDITIONS WILL MEET LICENSEE’S REQUIREMENTS OR THAT THE OPERATION THEREOF WILL BE UNINTERRUPTED OR ERROR-FREE, OR THAT ALL ERRORS WILL BE CORRECTED.

13. TERM AND TERMINATION

Those Artesca License and support Terms & Conditions is effective on the date the first Order referencing those Artesca License and support Terms & Conditions is executed by the Parties and will terminate on the earlier of termination as provided below, or the last date the last Order term ends. A Party may terminate those Artesca License and support Terms & Conditions and applicable Orders if the other Party is in material breach of any obligation under those Artesca License and support Terms & Conditions and applicable Orders and fails to remedy such failure or breach within thirty (30) days after receipt of written notice of such breach from the non-breaching Party, including, but not limited to failure to timely pay the Fees. If those Artesca License and support Terms & Conditions and applicable Orders are terminated by either Party, or otherwise expires, then (a) within ten (10) days of the effective date of termination or the date of expiration, as applicable, Licensee will certify in writing to Licensor that the Software and all other Confidential Information in the possession of Licensee have been destroyed; (b) any License rights granted by Licensor under the applicable Order will immediately terminate as of the effective date of termination or the date of expiration, as applicable; (c) Licensee will promptly pay all unpaid amounts accrued under the terminated or expired Order; (d) each Party shall return or destroy all Confidential Information of the other Party in its possession; and (e) Licensor will have no further responsibility or liability thereunder as of the effective date of termination or the date of expiration, as applicable. Notwithstanding the above, unless the term was terminated for Licensee’s material breach, Hardware Licenses shall continue solely for the licensed devices in the amount of licensed usable storage capacity. Notwithstanding the above, a Free License may be terminated at any time by Licensor, with notice (email suffices) to Licensee.

14. INDEMNITY

With respect to Commercial Licenses Licensor shall defend, indemnify, and hold Licensee harmless against all costs and reasonable expenses (including reasonable attorneys’ fees), damages, and liabilities awarded to a third party arising out of any claim by a third party that the Software as delivered by Licensor infringes or misappropriates, as applicable, any U.S. or French patent issued as of the effective date of the applicable Order, or any copyrights or trade secrets under applicable laws of any jurisdiction within the United States or within France. Notwithstanding the foregoing, Licensor shall have no obligation or liability to the extent that the alleged infringement arises from (1) the combination, operation, or use of the Software with products, services, information, materials, technologies, business methods or processes not furnished by Licensor or specified in the Software documentation; (2) modifications to the Software, which modifications are not made by Licensor; (3) failure to use updates to the Software provided by Licensor; (4) misuse of the Software or use of the Software except in accordance with the Software documentation; or (5) breach of confidentially provisions herein (circumstances under the foregoing clauses (1), (2), (3), (4), and (5), collectively, “Licensee Indemnity Responsibilities”). Upon the occurrence of any claim for which indemnity is or may be due by Licensor, or in the event that Licensor believes that such a claim is likely, Licensor may, at its option (i) appropriately modify the Software so that it becomes non-infringing, or substitute functionally equivalent software or services; (ii) obtain a license to the applicable third-party intellectual property rights; or (iii) terminate those Artesca License and support Terms & Conditions and applicable Orders on written notice to Licensee and refund to Licensee any unused prepaid license Fees under the then current Order Term(s). The obligations set forth in this section constitute Licensor’s entire liability and Licensee’s sole remedy for any actual or alleged infringement or misappropriation.
Licensee shall indemnify, hold harmless, and defend Licensor from and against all losses, expenses (including reasonable attorneys’ fees), damages, and liabilities awarded to a third party resulting from a claim by a third party arising from or in connection with the Licensee Indemnity Responsibilities.
Each party (as the indemnitee) agrees to give the other Party (as the indemnitor) (a) prompt written notice of such claim; (b) sole authority to control and direct the defense and/or settlement of such claim; and (c) such information and assistance as may reasonably be requested, at the indemnitor’s expense, in connection with such defense and/or settlement. Notwithstanding the foregoing, the indemnitor shall not settle any third-party claim unless such settlement completely and forever releases the indemnitee with respect thereto or unless the indemnitee provides its prior written consent to such settlement. The indemnitee may participate in such defense at its own expense by counsel of its choice. For the avoidance of doubt, Licensor does not agree and will not indemnify Licensee in respect of any Free License.

15. LIMIT OF LIABILITY

With respect to Commercial Licenses Licensor will be liable to Licensee (or any affiliate of Licensee) only for the amount of Licensee’s actual direct damages, not to exceed (in the aggregate for all claims) the amount paid by Licensee to Licensor for the specifically deployed Software that caused the liability and is the subject of the claim. For the avoidance of doubt, Licensor will not be liable in damages for any claim arising from any use of a Free License by Licensee; Licensee’s sole and exclusive remedy for any claim relating to a Free License is to terminate use of the Software licensed under the Free License. In no event will Licensor’s aggregate liability for all claims arising under or relating to any single Order exceed the total amount paid to Licensor by Licensee pursuant to such Order for the twelve (12) months prior to month in which the event giving rise to liability occurred under such Order. EXCEPT WITH RESPECT TO (A) BREACHES OF LICENSEE’S OBLIGATIONS SET FORTH IN THE SECTION “CONFIDENTIALITY” AND THE SECTION “INDEMNITY”; AND (B) DAMAGES ATTRIBUTABLE TO LICENSEE’S MISAPPROPRIATION, VIOLATION OR INFRINGEMENT OF LICENSOR’S INTELLECTUAL PROPERTY RIGHTS, IN NO EVENT WILL EITHER PARTY, OR LICENSOR’S SUPPLIERS, BE LIABLE TO THE OTHER PARTY OR ANY OTHER PERSON OR ENTITY FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY OR PUNITIVE DAMAGES (INCLUDING WITHOUT LIMITATION ANY LOST PROFITS, DAMAGES RESULTING FROM LOSS OF DATA, SECURITY BREACH, PROPERTY DAMAGE, LOST REVENUE, LOST SAVINGS OR LOSS OF BUSINESS) ARISING OUT OF OR IN CONNECTION WITH THOSE ARTESCA LICENSE AND SUPPORT TERMS & CONDITIONS, THE PERFORMANCE OF THE SOFTWARE OR LICENSOR’S PERFORMANCE OF SERVICES OR OF ANY OTHER OBLIGATIONS RELATING TO THOSE ARTESCA LICENSE AND SUPPORT TERMS & CONDITIONS, WHETHER OR NOT SUCH PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. The limitations of liability set forth in this Section will survive and apply notwithstanding the failure of any limited or exclusive remedy for breach of warranty set forth in those Artesca License and support Terms & Conditions and applicable Orders.

16. APPLICABLE LAW

17. COMPLIANCE WITH LAWS

Each Party will perform its obligations and exercise its rights in a manner that complies with all applicable laws. Licensee covenants to obtain all permits, licenses and other consents necessary for the installation, importation, use and exercise of other rights granted to it herein.

18. PERSONAL DATA PROTECTION

In the course of its activity, Licensor may be required to collect and process or sub-process the personal data of the Licensee or the Licensee’s customers (hereafter referred to as the “Users”).
Licensor attaches particular importance to the respect for the privacy of the Users and of the confidentiality of their personal data, and is thus committed to processing or sub-processing the data in compliance with the applicable laws and regulations, and in particular Law No. 78-17 of 6 January 1978 relating to Information Technology, Data Files and Civil Liberties, and Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (hereafter referred to as the “GDPR”).

19. GENERAL

Those Artesca License and support Terms & Conditions, and each Order constitute the entire agreement between the Parties and supersedes all other prior or contemporaneous communications between the Parties (whether written or oral) relating to the subject matter of those Artesca License and support Terms & Conditions and applicable Orders. Those Artesca License and support Terms & Conditions and all Orders may be modified or amended solely in a writing signed by both Parties. Licensee may not assign or otherwise transfer any right or obligation set forth in those Artesca License and support Terms & Conditions or any Order without Licensor’s prior written consent, which consent shall not be unreasonably delayed, conditioned or withheld. Any purported assignment in violation of the preceding sentence will be void. Those Artesca License and support Terms & Conditions and all Orders will be binding upon the Parties’ respective successors and permitted assigns. Those Artesca License and support Terms & Conditions and each order have been mutually negotiated and are deemed to have been prepared at arm’s length at the joint direction and construction of the Parties and is to be interpreted in accordance with its terms without favor to either Party. Any notice hereunder will be in writing and sent by electronic mail, provided any notice the failure to respond to of which would result in a termination of those Artesca License and support Terms & Conditions or an Order will be delivered by reliable overnight courier, signature required. Notices shall be in English and will be deemed given on the earlier of the date of actual receipt without rejection by an email system, or the date recorded as delivered by the overnight courier. All notices will be sent to the other Party at its address as set forth in the Order. Each party consents to receive communications from the other electronically. The Parties agree that all agreements, notices, disclosures and other communications that are provided electronically satisfy any legal requirement that such communications be in writing. The provisions of those Artesca License and support Terms & Conditions and applicable Orders will be deemed severable, and the unenforceability of any one or more provisions will not affect the enforceability of any other provisions. In addition, if any provision of those Artesca License and support Terms & Conditions and applicable Orders, for any reason, is declared to be unenforceable, the Parties will substitute an enforceable provision that, to the maximum extent possible under applicable law, preserves the original intentions and economic positions of the Parties. No failure or delay by a Party in exercising any right, power or remedy will operate as a waiver of that right, power or remedy, and no waiver will be effective unless it is in writing and signed by the waiving Party. If a Party waives any right, power or remedy, the waiver will not waive any successive or other right, power or remedy the Party may have under those Artesca License and support Terms & Conditions and applicable Orders. Those Artesca License and support Terms & Conditions and applicable Orders do not confer any benefit, right or privilege in any person or entity not a party to those Artesca License and support Terms & Conditions and applicable Orders. Licensee grants Licensor the right to (a) identify Licensee as a customer of Licensor, and (b) use Licensee’s name, mark and/or logo on Licensor’s website and/or in Licensor marketing materials. Except for the obligations related to Confidential Information, License rights and restrictions, and payment, neither Party is responsible for any failure to comply with the terms of those Artesca License and support Terms & Conditions and applicable Orders or any Order where the failure or delay is due to causes beyond the reasonable control of the Party. The relationship established by those Artesca License and support Terms & Conditions and applicable Orders is solely that of a licensor and licensee, and each Party will act at all times as an independent party for its own account. Neither Party may represent or hold itself out as an agent or representative of the other. Neither Party has any authority to, and is expressly prohibited from, creating or assuming any obligation on behalf of the other, and from otherwise making or extending any representation, warranty, guarantee or other commitment for or on behalf of the other. The terms set forth in the sections entitled LIMITATIONS, OTHER RESTRICTIONS, FEES (to the extent not paid at the end of the Term), AUDIT (for the period stated), CONFIDENTIALITY, DISCLAIMER, TERM AND TERMINATION, INDEMNITY, LIMIT OF LIABILITY, APPLICABLE LAW, COMPLIANCE WITH LAWS and GENERAL survive any termination or expiration of those Artesca License and support Terms & Conditions and applicable Orders.

20. SOFTWARE ERROR CORRECTIONS

Licensor will use commercially reasonable efforts to adapt, reconfigure or reprogram the Software, as applicable, to correct any material nonconformity of the Software with the Software documentation (Error(s)) reported to Licensor by Licensee, in a reasonable time in light of the severity of the Error, provided that if such Error is the result of errors or misstatements in the Software documentation, Licensor may correct such non-conformity by amending the Software documentation (Error Correction).

21. WORKAROUND

If Licensor is unable to complete an Error Correction, Licensor will use commercially reasonable efforts within a reasonable time in light of the severity of the Errors, to develop procedures or routines which, when employed in the regular operation of, or access to, the Software, will avoid or substantially diminish the practical adverse effects of the relevant Errors (Workaround).

22. SOFTWARE UPDATES AND UPGRADES

Licensor may develop modifications to the Software that (a) are minor improvements or augmentations and do not introduce material new functionality (Updates) or (b) additional features or functions, or substantial and material improvements with respect to the utility and efficiency of the Software or that add new features or functionality to the Software, and which are not marketed by Licensor as a separate module, product and/or service (Upgrades). Licensee is entitled to all Updates during the term of a Support services Order for the Software identified therein. Updates that are designated as remediation for security vulnerabilities must be installed by Licensee within a reasonable time, not to exceed 30 days, after Licensee is informed that such security release is available. If Licensee fails to install such security updates, Licensor is not liable for any security issue or maintenance related to such issue that was remediated in such release. Licensor may provide Upgrades that resolve Errors and designate prior releases as end of life. Licensor shall not be required to support Software beyond its stated end of life period, provided that no version of Software under a then unexpired Order for support services shall have an end of life for Licensee prior to the end of the term for such Order for support services. All Updates and Upgrades constitute Software under the Artesca License and Support Terms & Conditions.

23. TECHNICAL SUPPORT

Licensor will provide the following levels of technical support to the Licensee. Technical support is only provided for the production instance (i.e. not lab, test, preview or other non in-production environments) of the Software.

Priority Category^[1]	Access Method	Response Time^[2]	Target Service Restoration^[3]
Priority 1	Phone^[4]	15 minutes (24×7)	2 hours
Priority 2	Ticketing Only	4 business hours	3 business days
Priority 3	Ticketing Only	3 business days	N/A
Service and/or Information Requests	Ticketing Only	As can be accommodated	N/A

“Priority 1” means an Error that results in data residing on a storage volume managed by the Software being Unavailable, where “Unavailable” means that the data is not returned upon request, where such Unavailable condition arises solely as a result of the Error in the Software..
“Priority 2” means that despite data on a storage volume managed by the Software being available, the Software is malfunctioning in a manner that seriously degrades the performance of the Software or the availability of material functionality exposed by the Software.
“Priority 3” means all other Errors (including but not limited to loss of redundancy)
Business hours and business days are defined as “normal business hours” within the time zone of the Customer (e.g., 9am to 5 pm, Monday through Friday, with the exclusion of bank holidays in such time zone). “Response Time” means that Licensor gives Licensee an acknowledgment of receipt of the notice regarding the issue.
This is the period of time that Licensor targets to either have an Error Correction or a Workaround available to Licensee. Licensor does not guarantee an actual Error Correction or a Workaround in this time frame and provides no credits or other rights to damages or claims for Licensee under these SUPPORT Terms. Licensee may purchase Dedicated Care Service plans that provide levels of guaranteed performance and credits.
Licensor’s telephone Priority 1 support numbers are currently available on Licensor’s website, Scality.com. If such numbers later are not made public, they will be provided to Licensee separately and may not be disclosed or shared without Licensor’s written permission.

24. CONDITIONS

Licensee is responsible for identifying all Software and hardware and the Software environment operating system as of the beginning of the Support services (Supported Platform). If the Supported Platform information has not been communicated to Licensor and is not kept up-to-date by Licensee in communications to Licensor during term of the Support services, Licensor will not be responsible for failure to provide SUPPORT services to the extent such failure arose from lack of up to-date Licensee contact information. Unless an Order specifically provides otherwise, or Licensor otherwise consents in writing, Licensee must use Licensor’s identified phone numbers and trouble ticket system (https://support.scality.com) for the technical support provisions to apply. Licensee shall cooperate with Licensor and provide Licensor access to Licensee personnel and resources as Licensor may reasonably require in order to provide technical support, which may include access through the Internet, VPN, remote desktop or other remote help technology, access to Licensee facilities, and/or access to, and assistance of, qualified Licensee personnel. Licensor is excused from any non-performance of SUPPORT services to the extent any such non-performance is attributable to Licensee’s failure to meet these conditions.

25. EXCEPTIONS

Licensor shall have no obligation to provide technical support with respect to any Errors resulting from (i) misuse of the Software; (ii) modification of the Software by Licensee or any third party, except as expressly permitted in writing by Licensor; (iii) any combination or integration of the Software with hardware, Software and/or technology not identified by Licensor in the Software documentation, the Order, or other agreement between the parties, as compatible with the Software; (iv) Third Party Software, monitoring, or other applications which have not been certified for implementation by Licensor at the Licensee site; (v) continued support requests for issues where Licensor has provided an Update or Upgrade which has not been implemented by the Licensee; (vi) implementation of the Software on platforms other than Supported Platforms. Licensor is not required to provide technical support to the extent the provision thereof might reasonably be expected to jeopardize or harm Licensor’s rights in any intellectual property, or reveal trade secrets or other proprietary information of Licensor not generally available to the public or to end users of the Software.

25. LICENSOR COMMUNICATIONS

Licensee shall identify a primary point of contact with Licensor to receive notices and information from Licensor regarding Support services and keep such contact information up to date. Licensee expressly agrees to receive Licensor notices electronically, and such notices will be deemed received when sent to the then last known contact address, unless Licensor receives a rejection notice from the Licensee’s server. Licensor may establish one or more forms of communication channels for Licensee to receive such notices.