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:
"Business Hours" means regular operating hours, excluding company holidays, where support coverage is available for each geography.
"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.
"Phone Support" means Support that is initiated via a call-back feature on the Ivanti Support portal.
"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.
"Support Portal” means the Support website located at: https://success.ivanti.com/customers.
"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|
|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 & Processing
A customer may submit Incidents 24 hours per day, 365 days per year via the online Support Portal located at:
A customer may also report Incidents by phone during Business Hours via the Support Portal.
Business Hours and company holidays for the Ivanti Support centers are located at:
Ivanti will direct the customer to a Support center within their corresponding 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.
If an Enterprise or Enterprise Plus level customer reports a Priority Level 1 Incident that is not solved during Business Hours of the office to which the Incident is initially reported and the Incident requires around-the-clock work, Ivanti will transfer the Incident to other Support sites in the United States, Asia, and/or Europe as needed so long as the customer has dedicated resources working on a 24x7 basis to resolve the Incident.
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).
IV. Technical Contacts
The customer will provide technical contacts to Ivanti as reasonably required by Ivanti. 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 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||4||2|
|P3 — Medium||8||4|
|P4 — Low||16||8|
To be eligible for the response times above, a customer must submit P1 or P2 Incidents to Ivanti by phone.
Customers with 24 x 7 Phone Support entitlement will have access to Phone Support outside of Business Hours for P1 issues via the online Support Portal. Ivanti will route calls via a follow-the-sun model and initial response time targets will apply 24x7.
VI. Renewal of Support and Maintenance
Support and Maintenance is offered on an annual basis and must be renewed prior to the expiration of the then-applicable Support and Maintenance term. If payment for a renewal term is not received prior to the expiration date of the existing term, Ivanti reserves the right to suspend access to Support and Maintenance until payment is received.
A customer must purchase Support and Maintenance for the total number of licenses of the Ivanti products the customer owns and may not purchase Support and Maintenance for a subset or partial set of licenses. For example, a customer purchasing 1000 licenses of Ivanti products may not purchase Support and Maintenance for only 500 licenses, unless agreed to in writing by Ivanti.
VII. Reinstatement of Support and Maintenance
If a customer has terminated or allowed Support and Maintenance to lapse or expire and would like to reactivate Support and Maintenance, the customer must pay a fee equal to the total fees retroactive to the date of lapse or termination, a reinstatement fee, and a fee for the then commencing Support and Maintenance term.
VIII. Termination of Support and Maintenance
If a customer elects to not renew Support and Maintenance, the customer must provide thirty (30) days written notice prior to the end of the then-applicable Term.
IX. Incident Packs
For customers purchasing Incident Packs, Ivanti Support will provide online Incident submission via the Support Portal located at:
Phone Support is also available during Business Hours 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 an Ivanti product, the Incident will not be subtracted from the number of Incidents purchased by the customer.
X. Legacy Wavelink, Shavlik, AppSense, Lumension, HEAT and RES Branded Products
Wavelink Branded Products: The Wavelink Support program had one level of Support available for purchase. The benefits and features of the Wavelink Support program match the Ivanti Professional level above.
Shavlik Branded Products: The Shavlik Support program had one level of Support available for purchase. The benefits and features of the Shavlik Support program match the Ivanti Enterprise level 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 generally match the Ivanti Professional level above while the AppSense Gold Support program match the Ivanti Enterprise level above. No ILO training is included for AppSense branded products.
HEAT/FrontRange/Goldmine Branded Products: The legacy Heat/FrontRange/Goldmine program had one level of Support. The benefits and features of the legacy Support program match the Ivanti Enterprise level above except that no ILO training is included for Heat/FrontRange/Goldmine branded products.
Lumension Branded Products: The legacy Lumension program had two levels of Support – Standard and Premium. The benefits and features of the Lumension Standard Support program match the Ivanti Professional level above. The benefits and features of the legacy Lumension Premium Support program match the Ivanti Enterprise level above and also included an annual health check (remote), designated account manager contact, and account reviews. No ILO training is included for legacy Lumension branded products.
RES Branded Products: The RES Support program had two levels of Support – Standard and Premium Solution Assurance. The benefits and features of the RES Standard Solution Assurance program match the Ivanti Professional level above. The benefits and features of the Premium Solution Assurance program match the Ivanti Enterprise level above. No ILO training is included for RES branded products.
XI. Support Exceptions
Ivanti shall be under no obligation to furnish Support for any Ivanti products to the extent that such Support is 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 the customer by Ivanti, including without limitation, modifications to the Ivanti products, made by the customer or on a customer's behalf.
XII. 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:
XIII. 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 customers 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 a 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.