Definitions

Incident - single support issue that cannot be broken down into subordinate problems

This document outlines the Tomcat Support package which Name On The Net Ltd offer to third parties. Support contracts can be negotiated under a fixed level of incidents to unlimited incidents. The client will be required to designate (dependent on level of support) named contacts from which Name On The Net will accept technical support enquiries. Installation and setup are not considered "incidents".

Name On The Net will provide a single point of contact for technical support and IT problem resolution. The services described within this agreement will be delivered using the expertise of Name On The Net Ltd and where applicable, any approved, reputable third party. Name On The Net is not responsible for failure to render service due to causes beyond its reasonable control.

Name On The Net undertake to treat any information supplied to us or to which we have access during the period of this agreement as being strictly private and confidential. We shall at all times take all necessary precautions to maintain its status as such.

In the event of Name On The Net failing to meet the support agreement, Name On The Net will work with the third party to identify why support process failed and may include compensation if appropriate.

This agreement is between Name On The Net Ltd and the client upon sucessful sign off by both parties.

For this agreement to be binding the client must ensure that the environment adheres to the following conditions.

1) The version(s) of Tomcat must be of release quality according to the developers of Tomcat. Modifications by the third party to the software will invalidate this support agreement.

2) The operating system must be of production quality, the following operation systems are actively supported. Please contact Name On The Net if support is required for an operating system not listed below.

• Solaris 2.6/7/8
• NT/W2K
• Linux (All flavours)
• HP-UX 11.x
• NetBSD 1.5
• FreeBSD 3.4-Stable, 3.5, 4.0, 4.1
• AIX 4.3
• OSX - Darwin

When issues arise, the third party's named contact(s) will contact Name On The Net by their preferred medium offering a clear explanation of the incident which requires resolution and classify the impact it is having on business. The types of incident can be broken down into the following:

• Emergency - Issues where the Third parties main operations cannot be carried out
• Impacting Business - Impacting business negatively
• Cosmetic - Business process unhindered

Upon successful completion of contract signing Name On The Net will assign a consultant who will handle your support requirements. In the event of issues needing escalation, your support consultant must be informed of the reasons why the issue needs escalation.

The third party is responsible for completing a systems questionnaire upon the sign off of a support contact. Details of operating system, installed JVM(s) and Tomcat versions must be provided. Modifications to infrastructure during the time of the contract must be relayed on to Name On The Net. Failure to do so may lead to a deterioration in service. When raising an incident, the Third pary is reponsible for providing sufficient details for Name On The Net to identity the problem, failure to do so may lead to increased resolution times.

Under the discretion of the third party Name On The Net can provide remote support using a secure channel (SSH / Windows Remote Terminal) allowing Name On The Net support consultants to remotely manage the third party's server. Name On The Net will agree to sign any required confidentiality agreement / non disclosure agreement. Name On The Net accept no responsibilty for any breaches of security which may arise from allowing remote access.

If an outstanding issue cannot be resolved remotely via the standard incident process Name On The Net can provide on-site consultancy at £400 per day.

In order for third parties to evaluate the level of service being received, the service will be reviewed annually.