Service Level Overview
The Maintenance and Support Contract is mandatory for an initial one year term with all N-able Software purchased under the Purchase Order. Renewal notices for subsequent years will be sent prior to the expiration of the current term and Partners will have the option to renew for a subsequent 12 month term, or to no longer be supported. If Partner chooses not to renew, services under the Maintenance and Support Contract will be terminated at the expiration date (Partner will have access to limited resources as described herein). If Partner subsequently chooses to re-initiate maintenance and support, there will be a "back-maintenance" charge for the period of non-coverage.
The Maintenance and Support Contract entitles the Partner to the following services based on the license level purchased by Partner as specified in the Purchase Order:
- Unlimited access at no charge to Partner to online support resources
- Participation in N-able University lectures and labs, as well as access to the N-able message board
- Access to telephone, electronic and emergency pager support;
- Access to a designated Solutions Architect to provide one-on-one technical consulting on the integration of the N-able technology into the Partner's network and the Partner's client's network; and
- Access to all services listed in the Services Summary table in Section 2.1 of the service level agreement, and if more than 15 Customer licenses have been purchased optional access to:
- A designated Partner Development Specialist to provide one-on-one consulting regarding the Partner's business model and the ability to personalize the Primetime materials to the Partner's needs;
- A designated Sales Account Executive to help plan and deliver a customer event, as well as accompany Partners on sales calls when the Sales Account Executive is in market.
- Access for up to five individual Partner participants, identified in writing to N-able, to any basic and advanced technical N-central/N-compass product and MSP business training courses offered by N-able from time to time including all N-able University courses associated with the MSP program associated with the MSP Maturity Model Self Assessment. Access to all optional N-able University courses associated with the MSP program and to all related Primetime collateral;
- Initial Configuration Support must be scheduled with N-able at least one week in advance of services being provided. The average support session is 1 hour in duration but length of support session may vary; and
- Incidents reported that are related to Partner's network configuration such as router, firewall and Partner DNS issues, as reasonably determined by N-able in its sole discretion, are not included in the Maintenance and Support Contract.
- Access to Product Version Updates, Functional Enhancement Updates, Service Pack Updates and Hot Fixes for one year from the date of purchase of the product or from the date of Maintenance and Support Contract renewal as the case may be. Upon expiry or termination of the Maintenance and Support Contract, partners will not have access to Product Version Updates or Functional Enhancement Updates but will retain access to Service Pack Updates and Hot Fixes for the version they are operating while that version remains supported by N-able in accordance with Section 7 of the service level agreement.
Self-Service Portal
