Ivanti offers Support and Maintenance for purchase on an annual basis. Support provides a resource for a customer to receive answers to questions regarding installation, standard product configuration and usage of the Ivanti products. Maintenance entitles the customer to download and use the most recent versions of the Ivanti products it has purchased. The following defined terms are used to describe the Support services and Maintenance:
“Error” means a reproducible failure of a properly licensed, implemented, and used Ivanti product to perform in substantial conformity with its accompanying documentation.
“Incident” means a single Support issue, generally an Error, with an Ivanti product and the reasonable effort needed to resolve it.
“Maintenance” means the provision of Updates and Upgrades for the Ivanti products.
“Priority Level 1” or “P1” means an Incident where, notwithstanding proper installation and use of the Ivanti product(s): (a) a substantial portion of the Ivanti product(s) does not operate and cannot be restarted; (b) there is an Error in a major program function that renders such major program function completely unusable; or (c) there is an Error that causes a third-party, mission-critical application to be unstable.
“Priority Level 2” or “P2” means an Incident where, notwithstanding proper installation and use of the Ivanti product(s), there is an Error in a major program function causing significant impact to the Ivanti product(s) such that the Ivanti product(s) is difficult but not impossible to use.
“Priority Level 3” or “P3” means an Incident where, notwithstanding proper installation and use of the Ivanti product(s): (a) there is non-critical degradation of performance or function in the Ivanti product(s); or (b) there are minor intermittent problems in the Ivanti product(s). A commercially reasonable workaround may be available.
“Priority Level 4” or “P4” means all requests for an enhancement to, information, questions, or documentation issues concerning one or more Ivanti products or Errors with little or no effect on normal operation of the Ivanti product(s).
“Support” means the Ivanti provided customer service designed to resolve Errors and Incidents in the installation, configuration and usage of the Ivanti products, but does not include any type of assisted deployment, design particular to bespoke requirements, or assistance with third party applications being used in conjunction with the Ivanti products.
“Update” means bug fixes, minor enhancements and patches that are used to update the Ivanti products.
“Upgrade” includes major releases of products that replace a prior version of that product. Customers with active Support and Maintenance may install and use any Updates and Upgrades of the products for which they have purchased Support and Maintenance.
II. Support Levels
The Ivanti Support program has several levels that are determined by the Ivanti products the customer purchases. Each Ivanti product qualifies for a certain number of Support points. The sum of all the Support points of the Ivanti products under active Support and Maintenance determines the level of Support the customer receives. The levels of Support are as follows:
|0–2,999||3,000–49,999||50,000–199,999||200,000 or more|
The benefits of each level of Support are as follows:
|Base||Professional||Enterprise||Enterprise Plus||Incident Pack|
|Updates and Upgrades||Yes||Yes||Yes||Yes||Yes|
|Online Incident Submission||No||Yes||Yes||Yes||Yes|
|Standard Phone Support||No||Yes||Yes||Yes||Yes|
|24 x 7 Phone Support||No||No||Yes||Yes||No|
|Instructor Led Online Training||0||1||2||3||0|
|Annual Health Check (Remote)||No||No||No||Yes||No|
A customer can access its Support points total through its Ivanti sales representative, reseller, or on any Ivanti sales quote. Customers can also check their current Support program on the customer portal located at:
Support points expire at the end of each annual period. For each annual renewal period, Ivanti recalculates the number of Support points for that period. If a customer purchases additional Support and Maintenance, Ivanti will recalculate the Support level to which the customer is entitled.
III. Incident Submission
A customer may submit Incidents 24 hours per day, 365 days per year via the online Self Service Portal located at:
Ivanti will direct the customer to a Support center within their geography (Americas, Europe, Middle East, and Africa, or the Asia Pacific region) and responses from Ivanti Support will be delivered during business hours for that geographic region.
A customer may also report Incidents by phone during business hours by contacting the Support team in the customer’s geography.
Contact information and business hours for the Ivanti Support centers is located at:
Customers can submit Incidents outside of working hours via the 24 x 7 phone numbers in the customer portal:
Customers who purchase Enterprise Plus Support will receive an Enterprise Plus specific phone number when Ivanti fulfills the order for Support and Maintenance.
When notifying Ivanti of any Incident, customer must provide Ivanti with detailed information about any suspected Error(s), including an example, the context in which it was encountered, details of customer’s system configuration, and the steps necessary to generate or reproduce the Error. The priority level of an Incident shall be determined by Ivanti in its sole discretion (using the priority definitions described in these terms).
Each Incident submitted by customer will be issued a tracking number.
IV. Technical Contacts
The customer's designated technical contacts will be responsible for interfacing with Ivanti Support personnel. Each technical contact must be familiar with the Ivanti products and be capable of performing basic network administrative functions. The customer will provide technical contacts to Ivanti as reasonably required by Ivanti. The customer may change its designated technical contacts on written notice to Ivanti. Additionally, the customer may qualify to receive additional technical contacts by having individuals become certified on Ivanti products. Any individual certified by Ivanti as an Administrator (or greater) can be added as an additional technical contact to customer's account.
V. Response Times
Ivanti will respond to and set internal resolution priority for each reported Incident within the following initial response time targets in business hours:
|Business Impact||Professional / Incident Pack||Enterprise / Enterprise Plus|
|P1 — Critical||2||1|
|P2 — High||8||4|
|P3 — Medium||16||8|
To be eligible for the response times above, a customer must submit P1 or P2 Incidents to Ivanti by phone. Incidents submitted to Ivanti other than by phone will be classified as a P3 or P4 Incident, at Ivanti’s reasonable discretion.
If an Enterprise or Enterprise Plus level customer has a Priority Level 1 Incident that is not solved during the business hours of the Support office to which the Incident is initially reported, and if the Incident requires around-the-clock work, the Ivanti Support team will transfer the Incident from region to region through the Ivanti Support sites (in the United States, Asia, and/or Europe) as needed so long as customer also has dedicated resources working on a 24 x 7 basis to resolve the Incident.
VI. No Partial Support and Maintenance
A customer must purchase Support and Maintenance for the total number of licenses of the Ivanti products the customer owns and may not purchase partial Support and Maintenance. For example, a customer purchasing 1000 licenses of Ivanti products cannot purchase Support and Maintenance for only 500 licenses.
If a customer elects to terminate or allow its Support and Maintenance to lapse or expire, the customer must pay a reactivation fee for the time that has lapsed since the end of the prior Support and Maintenance period plus the fees for the entire next annual period.
VII. Incident Packs
For customers purchasing Incident Packs, Ivanti Support will provide online Incident submission via the Service Portal https://support.ivanti.com. Standard phone Support is also available during business hours. Such Support is available for each Incident up to the total number of Incidents purchased by the customer. If an Incident is reported by a customer with an Incident Pack which is found to have been caused by a defect in Ivanti products, the Incident will not be subtracted from the number of Incidents purchased by the customer.
VIII. Wavelink, Shavlik and AppSense Branded Products
Wavelink Branded Products: The Wavelink Support program has one level of Support available for purchase. The benefits and features of the Wavelink Support program match the Professional Ivanti Support program above.
Shavlik Branded Products: The Shavlik Support program has one level of Support available for purchase. The benefits and features of the Shavlik Support program match the Enterprise Ivanti Support program above except that no ILO training is included for Shavlik branded products.
AppSense Branded Products: The legacy AppSense Support program had two levels of Support: Silver and Gold Support. The benefits and features of the AppSense Silver Support program match the Professional level above while the AppSense Gold Support program match the Enterprise level above.
IX. Support Exceptions
Ivanti shall be under no obligation to furnish Support for any Ivanti products to the extent that such Support are necessary or desired as a result of: (i) the operation of the Ivanti products in environmental conditions or configurations outside those described in the Ivanti documentation; (ii) customer's failure to upgrade or update the Ivanti products to a supported version as specified at: https://community.ivanti.com/community/end-of-life, or to maintain the Ivanti products in accordance with the standards described in the Ivanti documentation or as specified in any Support and Maintenance received by customer from Ivanti; (iii) actions of any third party other than Ivanti or a third party authorized by Ivanti; and (iv) causes unrelated to the Ivanti products as delivered to customer by Ivanti, including without limitation, modifications to the Ivanti products, made by customer or on customer's behalf.
X. Instructor Led Online Training
Customers may redeem Instructor Led Online training (ILO) vouchers for either a full day or half day ILO training class. ILO vouchers are available beginning the first day of the Support and Maintenance period and expire after 1 year. ILO vouchers must be redeemed for an ILO class which takes place before the voucher expires. If the Support and Maintenance period is greater than one (1) year, then any ILO vouchers granted will expire and new vouchers will be granted. A customer can register for ILO classes online at:
XI. Technical Relationship Manager (TRM)
Ivanti also offers the services of Technical Relationship Managers (TRM) on an annual basis as set forth below:
|TRM Days||Up to 12 days annually||Up to 24 days annually||Up to 48 days annually||Up to 200 days annually|
|Number of Training Vouchers||1||2||3||4|
|Onsite Days Percentage||Up to 25%||Up to 25%||Up to 25%||Up to 100%|
Each TRM offering includes a specific number of TRM days available to the customer on an annual basis. The customer may use a certain percentage of the TRM days for onsite consultation. Onsite days must be used in at least 2 consecutive day increments. Travel costs are included.
Each TRM offering also includes vouchers for additional training that entitle one of the customer’s personnel per voucher to attend regularly scheduled training sessions at an Ivanti facility (the customer is responsible for all travel and expenses) or via the online learning system.
TRMs are product specific and customer may select TRM specialists for the following products: Ivanti Service Manager, Ivanti Process Manager, Ivanti Management Suite, Ivanti DesktopNow, Ivanti Environment Manager, Ivanti DataNow, Ivanti Performance Manager, Ivanti Endpoint Security, Ivanti IT Asset Management Suite.
TRM offerings are generally provided to purchasers on an annual basis and the initial period for TRM coverage begins on the purchase date and ends one (1) year thereafter. To ensure uninterrupted use of any TRM offering purchased by customer, the TRM services shall automatically renew for additional one (1) year periods unless either party provides written notice not to auto-renew the TRM offering to the other party at least sixty (60) days before the end of any TRM period. Any unused TRM days and training vouchers expire at the end of each annual period.