OEMPurchaseandDevelopmentAgreementOEM及研发协定doc.docx

OEMPurchaseandDevelopmentAgreementOEM及研发协定doc.docx

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OEMPurchaseandDevelopmentAgreementOEM及研发协定doc

OEMPurchaseandDevelopmentAgreementOEM及研发合同-

1Definitions:

AuthorizedCaller.AuthorizedCallermeansapersonorpersonsdesignatedbyAAAasthetechnical/engineeringsupportinterfacefortheProducts.

DesignatedSupportEngineer.DesignatedSupportEngineermeansapersonorpersonsdesignatedbyBBBasthetechnical/engineeringsupportinterfacefortheProducts.

EndUser.EndUsermeansacompanyororganizationthatusesAAAproductsintheoperationoftheirbusiness.

Error.ErrormeansadefectintheProductwhichisreproducibleandwhichcausessuchProductnottofunctionsubstantiallyinconformancewiththeSpecifications,enduserdocumentation,orotherrelateddocumentation,includingwithoutlimitationanyfunctionalspecificationsorotherengineeringdocumentationfortheProduct,orcommonlyacceptedoperatingprinciplesasdefinedbyindustrystandards.ErrorsareclassifiedaccordingtotheProblemseverity.

Incident.IncidentmeansasituationwhichnecessitatesanEndUsertocontactAAAforassistance.

Problem.Problemmeansanyerror,oranyactualorperceivedfailureorfunctionalimpairmentthatcausesreducedfunctionalitytotheProduct.ProblemsareassignedaclassificationatthetimeofAAA’sinitialcontactwithBBB.

Problemclassificationsmaybechangedbaseduponnewinformationorcustomersituation.ProblemsareclassifiedbyAAAaccordingtoSeveritylevel,baseduponTechnicaland/orCustomerSensitivityasfollows:

Severity1:

Technical:

Productionnetworkfailurewhichresultsinacriticalimpacttobusinessoperations.Noviableworkaroundisknown.CustomerSensitivity:

Customeraccountisinjeopardy,andthereisriskoflosingbusiness.

Severity2:

Technical:

Criticalproductionnetworkserviceinterruptionordegradationcreatingdifficultyintheexecutionofanetworkfunctionwhichresultsinacriticalimpacttobusinessoperations.Customeracceptableworkaroundisavailable.CustomerSensitivity:

Thereispotentialriskoflosingactualorfuturebusiness.

Severity3:

Technical:

Significantsystemproblemswhichpreventsomenetworkfunctionsfrommeetingtheproductionspecificationsorcauseparticularfeaturesorfunctionalitytobeinoperative.Somebusinessoperationsareimpaired,butthenetworkcontinuestofunction.Customeracceptableworkaroundisavailable.CustomerSensitivity:

Theproblemisimpactingthecustomer’sdaytodaybusiness,thereisnoriskoflosingbusiness.

Severity4:

Technical:

Enhancementrequestsforhardware,software,manualsorelectronicservices.CustomerSensitivity:

Theproblemisnotcurrentlyimpactingthecustomer’sdaytodaybusiness,butmayinthefuture;thereisnoriskoflosingbusiness.

Repair.RepairmeanstherepairorreplacementofaProductorpart.

SoftwarePatch.SoftwarePatchreferstoexecutablesoftwarecreatedandmadeavailabletocorrectanErrorormalfunctionidentifiedinaspecificversionofsoftware.

SoftwareUpdate.SoftwareUpdatemeansaformalsoftwarerelease（i）whichprovideesfunctionalityenhancements,reliabilityenhancements,andothermodificationstotheProductsoftwareor（ii）thatisamaintenancereleasethatcorrectsdeficienciesand/orbugsaffectingperformancetothepublishedspecifications.

TechnicalSupportLevels.Levelmeansacertainclassofserviceprovidedtoauthorizedresellersandendusers.Definitionsareasfollows:

LevelOne:

Firstcallsupportonallcustomercalls,technicalsupportstaffanswerstechnicalinquiriesregardingProducts,andprovidesproblemdiagnosticsservicesforidentifyingProblemsandgenericapplicationfaults,analysis,andwherepossible,Problemresolution.

LevelTwo:

Specialistleveltechnicalsupport,technicalsupport/escalationstaffperformsProblemisolationandreplication,labsimulationsandinteroperabilitytesting,providesremotediagnosticscapabilitiesandon-sitetroubleshooting,ifrequired,andimplementsasolutionforaProblemthatisnottheresultofaProductError.InthecaseofaProductError,thetechnicalstaffisabletoidentifythesourceoftheError,createareproducibletestcase,anddocumentthedetailsoftheErrorforescalationtoBBB.

LevelThree:

Backupengineeringandtechnicalsupport;staffisolatesaProblem/Errorandimplementsasolution,including,butnotlimitedto,aProductchange.

Workaround.AWorkaroundisafeasiblechangeinoperatingprocedureswherebyanendusercanavoidanydeleteriouseffectsofanError.

2TechnicalSupportServices

2.1SupportServices.AAAshallprovideLevelOneandLevelTwosupportservicestoitsauthorizedresellersandEndUsers.BBBshallprovideLevelThreeback-uptechnicalsupporttoAAA,andshallmakesupportavailabletoAAAviatelephone,FAXorE-MailtoAAA’sAuthorizedCaller（s）.BBBwillprovidesuchsupportduringnormalbusinesshours（8:

30-5:

30PacificTime）,excludingholidays.BBBwillprovidesupportviapageroutsideofnormalbusinesshoursforSeverity1andSeverity2Problems.AAAwillreceivemostfavoredclassofpriorityfromBBB.AAAwillhavedirectaccesstoBBB’sLevelTwoandLevelThreetechnicalsupport,aswellastoBBB’stechnicalmanagementsupportasrequiredforescalationpurposes.ThesupportshallcommenceasoftheEffectiveDateandshallbeprovidedatnocosttoAAA.

TheAuthorizedCallersandDesignatedSupportEngineerswillbetheprimarycontactsbetweenAAA’sandBBB’stechnicalsupportand/orescalationcenters.AAAwillprovidealistofAuthorizedCallersincludingnames,address,phonenumbers,andinternete-mailaddress.BBBwillprovidealistofDesignatedSupportEngineers.Theselistswillbereviewedquarterlyandupdatedasrequired.AAAwillbepermittedtoregisteruptoten（10）AuthorizedCallers;allAuthorizedCallersshallreceivetrainingassetforthinSection5ofthisExhibit.

AAAshallreasonablyattempttoresolvecustomerproblemsfortheProductspriortocontactingBBB.BBBwillnotcontactorprovidedirectsupporttoAAA’scustomerswithrespecttotheProductspursuanttothisAgreementwithoutAAA’spriorapproval.BBBwillprovideaninitialresponsetoallAAAsupportinquiriesaccordingtothefollowing:

one

（1）hourforSeverity1Problems.two

（2）hoursforSeverity2Problems,three（3）hoursforSeverity3Problems,andone

（1）businessdayforSeverity4Problems.Ifunabletoresolve,AAAandBBBwillagree,ingoodfaith,whatadditionalinformationand/ordocumentationwillberequiredforresolution.BBBshallworkwithAAAinattemptingtoreproduceanysuchproblem.ProblemresolutionshallbemanagedinaccordancewithSection2.3.

2.2EmergencyTechnicalSupport.ExceptassetforthinSection9.3ofthisAgreement（EpidemicFailure）,andinthisExhibitD（SupportServices）,BBBshallhavenoresponsibilityforprovidingtechnicalsupportdirectlytoAAA’sauthorizedresellersandendusers..However,forSeverity1ProblemsdeemedbyKomtorequireemergency,on-sitesupportthatwouldbesignificantlyfacilitatedbyBBBassistanceandsuchsupportisrequestedbyAAA,BBBagreestouseitsbesteffortstoprovidesuchemergencysupportwithintwo

（2）businessdays.AAAwillattempttomanagetheIncident,suchthatBBB’sassistancewillbetransparenttothecustomerandshallreimburseBBBforitstimeatmutuallyagreeableandreasonablerates,plusotherreasonableexpensesapprovedinadvancebyAAA.Insituationswherethesitevisitwasprecipitatedbyaknown（butunresolved）oracknowledgedBBBproblem,AAAwillnotreimburseBBBforcosts,labororotherexpenses.

2.3ProblemResolution/ErrorCorrection.AAAandBBBshallpromptlyagreeingoodfaithtoanyinformationand/ordocumentationwhichmayberequiredtopermitBBBtoidentifyandresolveProductProblems,includingbutnotlimitedtoErrors.BBBagreestorespondtoidentifiedProblemsbasedonthefollowingcorrectionperiods:

Severity1.BBBshalluseitsbesteffortstoresolveorreducetheseverityviaWorkaroundand/orSoftwarePatchwithintwo

（2）businessdaysofreceiptofnoticeofsuchError.BBBshallprovideitsactionplanwithinone

（1）businessday,andregularstatusupdates.Afinalresolutionshallbeidentifiedintheactionplan.AAAandBBBproblemmanagersshallreviewincidentaftertwo

（2）businessdays.

Severity2.BBBshalluseitsbesteffortstoresolveorreducetheseverityviaWorkaroundand/orpatchwithinfive（5）businessdaysofreceiptofnoticeofsuchError.BBBshallprovideanactionplanwithinthree（3）businessdays,andregularstatusupdates.AAAandBBBproblemmanagersshallreviewincidentafterfive（5）businessdays.Afinalengineeringresolutionshallbeidentifiedintheactionplan.

Severity3.BBBshalluseitsbesteffortstoacknowledgetheProblemwithinten（10）businessdaysofreceiptofnotice.BBBshallprovideafinalengineeringresolutionwithinthree（3）monthsornextscheduledrelease,whicheverissooner.

Severity4.BBBshalluseitsbesteffortstoacknowledgetheProblemwithinthirty（30）businessdaysofreceiptofnotice.AfinalengineeringresolutionwillbedeterminedandscheduledthroughmutualagreementbetweenAAAandBBBEngineeringandMarketingmanagement.

Theprescribedcorrectionperiodsabovemaybeextendedasmutuallyagreed,e.g.,ifresolutionofproblemrequirestimelyhardwarecertificationortest,orifresolutionrepresentssignificantrisktotheessentialfunctions.

2.4ProblemStatus.BBBshallprovideAAA,asacommonbusinesspractice,amechanismbywhichAAAmayreceiveamonthlystatusreportofallProblemsreportedand/orresolved.ThisreportshallcontainknownProductProblems,Workarounds,fixesandopenEffors/Bug