Enteros UpBeat VmWare Support Statement

Enteros, Inc will support customers who run Enteros UpBeat SaaS on supported Operating Systems. Irrespective of whether they are running in VMware environments or not. Enteros, Inc supports Operating Systems, not specific hardware configurations. Accordingly, VMware operates as a hardware abstraction layer.

VMware supports a set of certified Operating Systems and Hardware. The customer and VMware will be responsible for any interactions or issues that arise at the Hardware or Operating System layer due to their use of VMware.

Enteros, Inc will not require clients to recreate and troubleshoot every issue in a non-VMware environment. However, Enteros, Inc. reserves the right to request our customers to diagnose the specific problems in a native certified operating system, operating without the virtual environment. Enteros, Inc will only make this request when there is reason to believe that the virtual environment contributes to the issue.

Any time spent investigating difficulties that Enteros, Inc feels are attributable to VMware will be paid in the following way:

1) Enteros, Inc will provide legal support to all Enteros UpBeat SaaS products.

2) The problem can appear when using Enteros UpBeat SaaS in a VMware environment. In this case, the client may require to replicate the situation. Enteros, Inc is here to help you daily.

3) The client can authorize Enteros, Inc to investigate VMware-related items and materials rates regularly. If such investigation shows that the problem is VMware related, the client may contract Enteros, Inc. To provide a software change to resolve the issue if such a resolution is possible.

4) If the issue is not Software, the time spent investigating and resolving it will pay as part of standard maintenance, regardless of the kind of source of the problem. We will provide the support as usual.