The CheckMAL Inc. Standard Support Policy is applied on a global basis. It describes the Standard Support Offering (Service) CheckMAL Inc. provides to its Customers. CheckMAL Inc. reserves the right to amend these Terms and Conditions and will publish updates at https://www.checkmal.com. Customers who have purchased additional support offerings are supported according to the conditions outlined in their agreement.
Customer shall mean a company (Corporate Customer) or an individual (Consumer) who has purchased Software under an active EULA and to which CheckMAL Inc. provides support services.
Freemium product shall mean a product which is provided free of charge but has additional functionality available on a paid basis.
Incident shall mean a Customer-reported Application behavior event that is not part of the standard operation (according to the Software documentation) and which causes, or may cause, an interruption to, or a reduction in, the quality of service provided by the Application.
License shall mean the right issued by CheckMAL Inc. to a Customer to use its products in the Customer’s environment in accordance with the corresponding License Agreement. This right is generally provided on a paid basis and has an expiration date.
Major Release shall mean the first commercially available version of a new Application. A major release is associated with switching to the next version number (e.g. from 14 to 15).
Minor Releases shall mean all subsequent versions of an Application available after a Major Release. A Minor Release is associated with switching to the next subsequent minor version number (e.g. from 14.0.0 to 14.0.1).
Patch shall mean any type of Application public update/upgrade which fixes Application errors and/or adds new functionality (maintenance packs, critical fixes, auto patches, manual patches).
Prospect shall mean a company or an individual who uses a trial version of the Application under a valid trial License.
Qualified answer shall mean any answer to the initiator that is made by an assigned specialist and contains the results of a preliminary analysis. If there is a lack of information in the initial request, this answer contains a request for all necessary information. Additionally, this request may contain an estimated resolution time, when applicable.
Response time shall mean the elapsed time between the moment information about an incident is received and the moment the Customer is given a qualified answer (via support system, email or phone).
Software or Application shall mean a piece of CheckMAL Inc. software that the Customer has acquired, deployed and installed in accordance with the terms of the license agreement between CheckMAL Inc. and the Customer.
Support hours shall mean the days of the week and the times during the day that support services are provided under the Terms and Conditions.
Support Team, Technical Support shall mean the CheckMAL Inc. support technicians, including those of CheckMAL Inc. subsidiaries or local service delivery partners.
Update shall mean a release of new virus signatures or modified licensed application(s) which provides functional or performance improvements and/or incorporates new functionality and improvements.
CheckMAL Inc. provides support services for supported versions of licensed Applications depending on the product type and License type and status:
The list below describes the support services CheckMAL Inc. provides to the Customer as part of the Standard Support Offering:
CheckMAL Inc. has no obligation to provide support when and where:
Request types not covered by the Standard Support Offering include, but are not limited to, the following:
* Remote support sessions are only conducted at the discretion of Technical Support.
Some actions outside the scope of the Standard Support Offering may be offered as a separate paid service. The catalogue of paid services may vary for specific CheckMAL Inc. subsidiaries and local service delivery partners.
CheckMAL Inc.’s Support Team assists Customers on a “best-effort” basis, but cannot guarantee successful installation of an Application or successful remediation of malware or a malfunction in the following scenarios:
Actual support hours may vary for specific CheckMAL Inc. subsidiaries or local service delivery partners.
CheckMAL Inc. provides standard support services in English, Korean and other languages supported by local subsidiaries and/or service delivery partners.
Local subsidiaries and/or service delivery partners will use commercially reasonable efforts to provide language support during regional business hours, based on available resources. A specific response time is not guaranteed within Standard Support. Commitments to a particular response time can be provided as part of a paid service.
CheckMAL Inc. will take commercially reasonable efforts to manage an Incident and address the Customer’s case according to the relative priority in the general queue of all CheckMAL Inc. customer requests.
For Consumers, all Incidents have the same priority and are processed one by one in the order of their arrival.
For Corporate Customers, an Incident gets priority based on the following criteria:
For Corporate Customers with extended and premium technical support, incidents are prioritized and handled according to the terms of the extended and premium technical support agreements.
All Incidents sent for resolution to CheckMAL Inc. Technical Support will be assigned “pending” status while waiting for the Customer’s confirmation that it is resolved. If incident resolution is not confirmed within a specified period of time (varies for specific CheckMAL Inc. subsidiaries) after information has been requested from the Customer or the resolution has been provided, the Incident is automatically considered resolved and then closed with corresponding notifications sent to the Customer.
Standard Support is delivered through the following channels:
* Email support is available in standard support languages.
CheckMAL Inc. provides different levels of support service depending on the phase of the Application support lifecycle. Support lifecycle consists of the following phases:
Phases follow one another in the specified order. Limited Support and Not Supported phases may be omitted for some products at CheckMAL Inc.’s discretion.
The deliverables provided during each support phase are defined below:
|Support phase / Service deliverables
|Standard Support Offering
|Full Support phase
|Limited Support phase
|Not Supported phase
CheckMAL Inc. warrants the availability of support services for the application(s) in accordance with the License Agreement (the Agreement) and these terms and conditions. Additional services as well as extended technical support can be provided on a paid basis.
While working with the Support Team, the Customer should provide CheckMAL Inc. with timely responses, information about the purchased License and any information that might be reasonably needed (logs, malware samples, etc.) as part of the remediation or Incident resolution process. CheckMAL Inc.’s Support Team may also request that the Customer use additional CheckMAL Inc. utilities whenever it is crucial for Incident resolution.
After an Incident is resolved, the Customer may be asked to complete a questionnaire on service quality.