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Appendix 1-Service Support

Service Eunoia Security Hub
SaaS Essential and Entreprise offers

1. INTRODUCTION AND UPDATES OF THIS DOCUMENT

This document describes the measures and conditions under which EUNOIA provides, a support service for the Service (Support), to any Licensee covered by a current and valid Contract. 

EUNOIA reserves the right to update and modify the Terms of Use at any time without notice. You can consult the most recent version of the conditions of use on the Eunoia website in the "Conditions of Use" section. 

Email notifications will be sent to the accounts referenced by the person who subscribed to the EUNOIA license. These will cover EUNOIA events, documentation, training, product developments and contractual documents (General Terms of Service and its appendixes). 

2. ADDITIONNAL DEFINITIONS

In addition to the terms and expressions defined in the Contract, the following terms relevant to this Appendix and beginning with capital letters will have the following meanings, regardless of their gender, whether or not they are singular or plural, conjunctive or disjunctive, or their tense: 

  • Administrator: A User designated by Licensee to administer the Service and to serve as the technical and functional contact for EUNOIA from Licensee. Several Administrators may be designated when appropriate, due to the size or nature of the Licensee. 

  • Case: Any case, incident, problem, question, query, or defect that corresponds with an unexpected behavior of the Service, and which limits or prohibits access to one or more substantial functions of the Service, as indicated in the Documentation. 

  • Support: The Service support provided in connection with the Contract and defined in this Appendix. 

  • System: The EUNOIA online system that allows the Licensee to enter and submit a Case. 

3. SERVICE SUPPORT PROVIDED AND ADMINISTRATOR LISTS REVIEW

Only an Administrator can use Support. The System connection codes and access details for Support (ticketing system) are provided to the Licensee's Administrator at the start of the Contract. 

Support is open on Business Days from 9:00 to 18:00 (Europe/Paris local time, CET/CEST), excluding French public holidays. 

Specific support conditions may be defined between the Licensee and EUNOIA. A commercial proposal may be drawn up if necessary. 

The business manager who has subscribed to the license is responsible for keeping an up-to-date list of administrators authorized to open Cases with EUNOIA support. 

4. CASE REPORTING PROCEDURE

The Administrator must submit a Case through the System, which includes all necessary information.  

Notification of Case by Licensee shall include the name of User; any applicable reference; contact details (telephone and email) of the person reporting the Case; full details of the nature of Case, and any steps that may assist EUNOIA to recreate the Case. The allocated Case ID should be quoted by the Licensee in all subsequent communications with EUNOIA about that Case. 

EUNOIA will gather such information as may be necessary to assess or replicate the reported Case and to confirm the appropriate Case Severity with Licensee. 

EUNOIA and Licensee shall use reasonable efforts to agree on the assigned Case severity levels. Where such agreement is not possible the escalation process described below shall apply. 

5. SUPPORT OPERATION AND RESPONSE TARGET

EUNOIA aims to respond to support requests as quickly as possible. Please note that Eunoia does not commit to a time limit for closing the request or resolving incidents with the EUNOIA SaaS offer. 

 

For requests not falling within the "Exclusions" section of this document, as part of support: 

  • EUNOIA will work on the most significant incidents as a priority until the Case is resolved or an acceptable workaround is provided. 

  • EUNOIA will use its best endeavors to resolve the case, provided that the Licensee can provide all the elements necessary for its reproduction, but without being bound by any obligation of result. Once EUNOIA can reproduce and examine the Case, the time taken to resolve the Case will depend on its nature and complexity. Resolution may include a correction or workaround. If it proves difficult to resolve a Case quickly, EUNOIA will inform the Licensee so that EUNOIA and the Licensee can work together to determine whether a temporary solution is appropriate. Cases that cannot be resolved quickly will be referred to higher levels of support expertise for further analysis. EUNOIA reserves the right to stop investigating a case that cannot be reproduced. 

 

EUNOIA reserves the right not to deal with requests for assistance considered inappropriate or abusive, to offer personalised assistance at additional cost, or even to request the termination of the contract. 

6. SUPPORT OPERATION AND RESPONSE TARGET

In the event the Licensee has a complaint regarding the provision of the Support or Severity level assignment, the escalation process within EUNOIA will sequentially be Support Center, Support Team Leader, Support Manager, and SVP who will deal with Licensee VP or equivalent. 

7. REPRODUCIBILITY

EUNOIA’s ability to reproduce a Case is essential to finding a resolution. To this end, Licensee must provide EUNOIA with its entire cooperation. 

Licensee shall provide EUNOIA with the information and assistance needed for it to address Cases, including but not limited to : 

  • Performing diagnostic activities, if and when reasonably appropriate. 

  • Access to the configuration of the licensee's Eunoia environment. 

  • Sharing of traces and potentially configuration elements relevant to the analysis and resolution of the incident that are specific to the licensee's information system. 

  • the availability and possible participation of the Licensee's administrators with the necessary access rights, until the incident is closed. 

8. EXCLUSIONS

The role of support is to deal with bugs concerning the elements made available to the licensee. The EUNOIA Support does not cover: 

  • Training on the use of the Service. 

  • Engineering, definition, and realization of business aspects (ie: define the security business organization, security process, risks analysis, assets management, etc.). 

  • Configuration assistance. 

  • Help with drafting reports. 

  • Help with writing specific programs. 

  • Responses to methodological or organizational questions. 

  • Assistance with the installation or configuration of third-party hardware and/or products (including computers, operating systems, middleware, storage, networks, IT networks, anti-virus/EDR systems, virtualization, containerization technologies, network security, orchestration, CI/CD pipeline, infrastructure as code, etc.). 

  • Assistance in the proper functioning of an interface between the Service and another system that isn’t under the responsibility of EUNOIA. 

Licensee must respond within a reasonable time to any request by EUNOIA for additional information. Licensee’s failure to respond within 7 days shall automatically terminate any related investigation and any open tickets associated with the Case shall be closed. 

EUNOIA reserves the right to refuse to address a Case submitted by the Licensee if its cause is an improper use of the Service such as a use that deviates from the use specified in the Documentation, including profound changes or customizations of the default configuration without the prior agreement of EUNOIA and/or is the consequence of an event outside of the contractual relationship. This includes, but is not limited to: 

  • Non-compliance with the specifications, procedures, usage instructions, security, prudence measures, various warnings included in the Documentation, or any unauthorised usage of the Service, regardless of the reason, including but not limited to negligence, manipulation error or accident. 

  • Usage that does not comply with a purpose, as indicated in the Documentation. 

  • The usage of third party programs, other than those that may be authorized or distributed by EUNOIA, or indicated in the Documentation, that modify the Service data and, more generally, any compatibility problem between the Service and its software environment (browser, operating system, network system, and other applications). 

  • Networks problems, and problems related to Licensee’s infrastructure. 

  • Abusive usage, negligence or handling errors by Licensee or any User. 

  • Total or partial malfunction of the Service due to phenomena outside of the Service and beyond the control of EUNOIA, including fire, water damage, malfunction of electricity grids, lightning, bad weather or any event of this nature, including any Force majeure event. 

On-site service calls are excluded from the Contract. If necessary, any service call including time spent to resolve the encountered difficulty, and any travel expenses will be invoiced to Licensee at the previously accepted service call price. 

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