1. General provisions

1. Agreement on service support (technical support) of the software “Tegu / Tegu Professional / Tegu Enterprise Mail Server” (hereinafter – Agreement) establishes uniform for all Users of the software of MBK Lab LLC (hereinafter – Software Products) rules of rendering and conditions of receiving service support (technical support) services.
2. The basis for provision of maintenance services is availability of a valid Certificate for maintenance (technical support) (hereinafter referred to as the Certificate). The Certificate validity period and activation procedure are described in Section 4 of this Agreement.
3. The use of maintenance (technical support) services means that the User agrees to the terms and conditions of this Agreement.

2. Terms and definitions

1. Response time is the period of time from registration of the request on the MBK Lab Technical Support Portal to the beginning of the request processing. The response time directly depends on the criticality of the incident and the set of support services available to the User of the Software Product in accordance with the selected tariff specified in the Certificate.
2. Application – 1) a User’s request to the Technical Support Service containing a description of an incident related to the Software Product; 2) a request to the Technical Support Service for advice on configuring the Software Product in accordance with the Certificate.
3. Incident (malfunction) – an unplanned event related to complete or partial violation of the documented functionality of the Software Product, its complete or partial inoperability, or errors of the Software Product. Incidents are classified by the degree of criticality of consequences for the User and (or) the infrastructure in which the Software Product is operated.
4. Temporary solution is such a solution to a problem of the Customer’s concern, which relieves its acuteness only for some time, but does not solve the problem definitively and does not guarantee the recurrence or aggravation of the corresponding problem in the future. Thus, a temporary solution implies a mandatory Solution of the problem (incident) within a certain period of time.
5. MBK Lab – MBK Lab Ltd.
6. Update – a computer program intended for modification of the Software Product and (or) its components in order to correct errors and (or) improve their functionality.
7. Product Error – a behavior of the Software Product that differs from the one described in the documentation for the given infrastructure conditions.
8. Partner – a provider of Software Products and Maintenance Certificates to the User.
9. User – the end User of the Software Product.
10. Technical Support Portal – an online system of the Manufacturer’s service department providing placement and control of requests, containing information on the progress of their solution (processing), located at https://project.mbk-lab.ru.
11. Software product – computer programs produced by MBK Lab, purchased by the User with the rightful consent of the User.
12. Manufacturer – MBK Lab Limited Liability Company (MBK Lab LLC).
13. Incident resolution – measures taken by the Manufacturer to eliminate the causes of the incident and (or) to prevent its recurrence.
14. Maintenance Certificate – a document in electronic form or on a paper form, containing the Software Product license number, confirming the User’s right to receive maintenance services of corresponding levels during the period defined in this document; the User’s name, Software Product name, other information at the discretion of the Manufacturer.
15. Technical Support Service – MBK Lab specialists authorized to provide technical support, providing maintenance services according to the terms and conditions posted on the page at https://mbk-lab.ru/index-html/service_support_sla/.
16. Certificate validity period – a period of time during which the user can request provision of maintenance (technical support) services.

3. Purchase procedure

1. You can purchase a Certificate of Support through authorized MBK Lab Partners or by request to sale@mbk-lab.ru.

4. Certificate validity period and activation procedure

1. For the “Extended” tariff the validity period is determined by the sum of the provided hours of support services. The Certificate expires when the paid hours are exhausted.
2. For the “Basic” tariff the validity period of the Certificate is 1 (one) year starting from the date of activation of the Certificate, but not later than 1 month from the date of license purchase.

5. Procedure for obtaining support under the Certificate

1. To be able to apply for technical support, you need to register the corresponding certificate on the page: https: //mbk-lab.ru/license_activation/. This procedure is necessary for the initial authorization of an employee on behalf of the company – the certificate holder and the start of the basic technical support term calculation.
2. Receipt and registration of requests of the Users of MBK Lab Software Products, as well as processing of requests, including interaction with the specialists of the Technical Support Service and provision of information on the progress of work on the request, are carried out through the Portal of the MBK Lab Technical Support Service, available at https://project.mbk-lab.ru/.
3. An application is initiated by creating a task with the “Technical Support” tracker on the MBK Lab Technical Support Portal.
4. Only registered Users have access to the Portal. The corresponding invitation is sent to the User to the email specified in the Certificate during registration.
5. Up to 5 (five) accounts can be associated with one Certificate. The primary User, within the framework of communication, while forming a task, transfers contacts of interested persons, who are then considered authorized and receive invitations to create personal accounts.
6. When forming a task, the User determines the criticality level of the problem:
   • Level 1 – Critical Error
   • Level 2 – Significant error
   • Level 3 – Minor error
   • Level 4 – Consultation
   • Level 5 – Request (improvement)
7. Description of criticality levels, as well as guaranteed response time for each of them is given on the site page: https://mbk-lab.ru/development/service_support_sla/.
8. Having received the task, the specialist of the Technical Support Service starts its fulfillment within the terms stipulated by the terms of this Agreement, changing the status of the task to “Accepted”.
9. Technical support specialist has the right to change the Criticality Level of the task upon agreement with the user.
10. Technical support specialists have the right to send to the User requests for additional information or actions on the User’s equipment, contributing to obtaining additional information on the merits of the request in writing or by phone.
11. Having received sufficient information at the stage of diagnostics, the technical support specialist transfers the status of the task to “In Progress”. Starting from this moment the time of technical support response to the incident is counted down.
12. Working with the User’s task, the Technical Support Specialist keeps track of the time worked (labor), recording all his actions and information received in the task.
13. In the process of solving the incident, the technical support service can offer a Temporary solution that relieves the incident, but does not guarantee its reappearance. The status of the task is set to “Temporary Solution”.
14. Having completed the task completely, the Technical Support Specialist sets the task status to “Resolved”.
15. The User, who confirms the task solution, sets the status “Closed” (closes the task). By this action the User confirms the fact of solving the task and agrees with the specified labor costs.
16. If there is no feedback from the User on the solved task within 5 (five) working days, the task is automatically set to the “Closed” status.
17. A task in the “Closed” status cannot be returned to work or revised. If the problem persists, a new task must be opened.
18. A user may be denied to work on a request for the following reasons:
    • Lack of Certificate of Support;
    • The user requires services that do not correspond to the technical support tariffs available to him in accordance with the Certificate;
    • The User violates the terms of the end-user license agreement, or the Software Product is operated in a configuration other than the supported one.

6. Scope and parameters of support

1. The scope and parameters of support are described on the Manufacturer’s website at https://mbk-lab.ru/development/service_support_sla/.
2. In myAlpari on the Portal the Technical Support Service provides the User with full information about the time spent on the Request execution.
3. If necessary, the Technical Support Service requests additional information about the configuration of software, equipment, network, etc.

7. Additional terms and conditions

1. MBK Lab’s liability to the end user or Partner for any losses associated with the use of maintenance (technical support) services is limited to the amount of real proven damage for each event or a series of interrelated events that caused such damage.
2. MBK Lab has the right to make changes to this Agreement with prior notification of the User of such changes through the Support Service Portal 15 (fifteen) calendar days before the changes come into effect. Continued use of the services means the User’s consent to the new version of the Agreement.