Ivanti may revise these Support Terms from time to time by publishing such updates at https://www.ivanti.com/company/legal/support-terms. In the event that Ivanti makes any revision that includes a material change to these Support Terms during your current annual Support and Maintenance term (“Change”), Ivanti shall give you notice of such Change. You shall have thirty (30) days to object to any such Change by written notice to Ivanti, otherwise you agree to accept the Change and incorporate any such Change into this Agreement. If you reject the Change on a reasonable basis, the Parties shall work together in good faith to come to a mutual resolution of the issues.
Ivanti offers Support and Maintenance for purchase on an annual basis. Support provides a resource for customers like you to receive answers to questions regarding installation, standard product configuration and usage of Ivanti products. Maintenance entitles you to download and use the most recent versions of the Software you have 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.
"Documentation" means, collectively, the official product operation instructions, release notes and user manuals provided by Ivanti for the Software, in electronic or written form, that Ivanti has made publicly available.
"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 Software.
"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 in a production environment, when a workaround is not immediately available and a large portion of your environment is so severely impacted that you cannot reasonably operate, 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 Software or Errors with little or no effect on normal operation of the Ivanti product(s).
"Software" means the object code form of the Ivanti proprietary software product(s) made available by Ivanti under this Agreement, including any Documentation.
"Support” means the Ivanti-provided customer service designed to resolve Errors and Incidents in the installation, configuration, and usage of the Software, 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 Software.
"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 Software.
"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 benefits of each level of Support are as follows:
|Updates and Upgrades||Yes||Yes||Yes|
|Online Incident Submission||Yes||Yes||Yes|
|24 x 7 Phone Support||No||Yes||Yes|
|Assigned Ivanti Support Engineer||No||No||Yes|
|Assigned Support Manager for Escalations||No||No||Yes|
* Premium Support is an add-on service. Contact your Sales Representative for details to upgrade.
III. Incident Submission and Processing
You may submit Incidents 24 hours per day, 365 days per year via the online Support Portal located at:
You 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 you to a Support center within your 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 you are an Enhanced-level customer and you report a Priority Level 1 Incident that is not solved during Business Hours of the regional support center 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, as long as you have dedicated resources working on a 24x7 basis to resolve the Incident.
When notifying Ivanti of any Incident, you must provide Ivanti with detailed information about any suspected Error(s), including an example, the context in which it was encountered, details of your 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).
If you are a Premium Support customer, you will be assigned a Support engineer who is skilled in supporting the Ivanti product for which you have purchased Premium Support. The Support engineer will be available during your normal business hours and be responsible for solving submitted Incidents. In case the Support engineer is not available for any reason, Ivanti will provide a back-up engineer.
Premium Support customers will be provided direct access to a Support Manager who is available to manage escalated incidents or coordinating incidents across time zones for customers with multiple sites in different geographic locations.
IV. Technical Contacts
You will provide technical contacts to Ivanti as reasonably required by Ivanti. Your designated technical contacts will be responsible for interfacing with Ivanti Support personnel. Each technical contact must be familiar with the Software and be capable of performing basic administrative functions. You may change your designated technical contacts on written notice to Ivanti. Additionally, you may qualify to receive additional technical contacts by having individuals become certified on Software. Any individual certified by Ivanti as an “Administrator” (or greater) can be added as an additional technical contact to customer's account. For more information on the Ivanti Certification Program and Services, visit https://www.ivanti.com/services/training-certifications.
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:
|P1 — Critical||2 hrs.||1 hr.|
|P2 — High||4 hrs.||2 hrs.|
|P3 — Medium||8 hrs.||4 hrs.|
|P4 — Low||16 hrs.||8 hrs.|
To be eligible for the response times above, you 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. Ivanti will not increase the price of the Support and Maintenance or subscription renewal more than five percent (5%) per annum. 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.
You must purchase Support and Maintenance for the total number of licenses of the Software you have purchased or are using (whichever is greater) and may not purchase Support and Maintenance for a subset or partial set of licenses. For example, if you purchase 1,000 licenses of Software, you may not purchase Support and Maintenance for only 500 licenses.
VII. Reinstatement of Support and Maintenance
If you terminate or allow Support and Maintenance to lapse or expire and would like to reactivate Support and Maintenance, you must pay: 1) a fee equal to the total Support and Maintenance fees retroactive to the date of lapse or termination; 2) a reinstatement fee; and 3) a fee for the then-commencing Support and Maintenance term.
VIII. Termination of Support and Maintenance
If you elect to not renew Support and Maintenance, you must provide ninety (90) days written notice prior to the end of the then-applicable annual Support and Maintenance term.
IX. Current Support and Maintenance Customers
If you received Professional Support under the point-based system, you will now receive Standard Support. If you received Enterprise or Enterprise Plus Support under the point-based system, you will now receive Enhanced Support.
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 Standard level.
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 Enhanced level.
AppSense-Branded Products: The legacy AppSense Support program had two levels of Support: Silver and Gold. The benefits and features of the AppSense Silver Support program generally match the Standard level above, while the benefits and features of the AppSense Gold Support program match the Ivanti Enhanced level above.
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 Enhanced level.
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 Standard level above. The benefits and features of the legacy Lumension Premium Support program match the Enchanced level above and also included an annual health check (remote), designated account manager contact, and account reviews.
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 Standard level above. The benefits and features of the Premium Solution Assurance program match the Enhanced level above.
XI. Support Exceptions
Ivanti shall be under no obligation to furnish Support for any Software to the extent that such Support is necessary or desired as a result of: (i) the operation of the Software in environmental conditions or configurations outside those described in the Documentation; (ii) your failure to upgrade or update the Software within a supported version as specified at: https://community.ivanti.com/community/end-of-life, or to maintain the Software in accordance with the standards described in the Documentation or as specified in any Support and Maintenance you receive from Ivanti; (iii) actions of any third party other than Ivanti or a third party authorized by Ivanti; and (iv) causes unrelated to the Software as delivered to you by Ivanti, including without limitation, unauthorized modifications to the Software, made by you or on your behalf.
XII. Ivanti Global Academy
Ivanti® Global Academy is a comprehensive and self-paced training environment—a 24x7x365 learning “ecosystem” that places the power of learning in the learner’s hands. Cloud-based, multi-device, and blended, our learning environment helps Ivanti customers train on the things they want to, when they want to, where they want to, and how they want to, to benefit from training as quickly and easily as possible.
- Short, easy-to-consume training modules
- Access to all available product training via annual subscription
- Role-based learning paths that take the guesswork out of which training to take
- A convenient approach to training on product updates
- An easy way to track your training progress
- A qualitative self-assessment to identify accomplishments, strengths, training needs, and future goals
- Greater comprehension through self-administered learning
- Just-in-Time training, so you’re never left without the skills you need to get the job done
- Points and badges for completing activities that bring motivation and fun to learning
Ivanti Global Academy offers annual subscription based educational services or single course offerings through the Ivanti Global Academy Storefront. https://globalacademy.ivanti.com/store
XIII. Additional Service Offerings
Technical Relationship Manager (TRM)
Ivanti also offers the services of Technical Relationship Managers (TRMs) on an annual basis as set forth below. For more information click here.
|TRM Days per year||12||24||48||200|
|Training and Event Vouchers||1||2||3||4|
|On-site Days Percentage||Up to 25%||Up to 25%||Up to 25%||Up to 100%|
The TRM service is a subscription-based offering that generally runs for a period of 12 months. Your TRM serves as a “Technical Advisor on Retainer” and works with your executive sponsor, business stakeholders, and key operational personnel within your organization. Each TRM offering includes a specific number of TRM days available to the customer on an annual basis. You may use a certain percentage of the TRM days for on-site consultation. On-site days must be used in increments of at least two consecutive days. Travel costs are included. What’s more, each TRM offering includes vouchers for additional training that entitle one of your personnel per voucher to register for a course through Ivanti Global Academy (you are responsible for all travel and expenses) or via the online learning system.
TRM offerings are generally provided to customers on an annual basis. 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 renew automatically for additional periods of one (1) year unless either party provides written notice to the other party not to auto-renew the TRM offering 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.
Managed Services (MSE)
Managed Services is a cost-effective way to implement Ivanti solutions if you are in a bind. Perhaps your administrator left or you don’t have the budget to bring one on staff. Managed Services is able to fulfill those services with a deployment accelerator.
Interested in learning more about our TRM or MSE service offerings? Please contact your sales representative today!