Services Support Agreement

This Support Services Agreement is a legal agreement between you (Customer), and the applicable LANDESK entity specified below (LANDESK):

  • For a Customer with its primary office located outside of the United States of America, Japan or the Peoples Republic of China (PRC), this Agreement is between Customer and LANDESK International Limited, an Irish company.
  • For a Customer with its primary office located in North America, Central America, South America, this Agreement is between Customer and LANDESK Software, Inc., a Delaware corporation.
  • For a Customer with its primary office located in Japan, this Agreement is between Customer and LANDESK Software K.K., a Japanese company.
  • For a Customer with its primary office located in the PRC, this Agreement is between Customer and Avocent (Beijing) Information Technology Co., Ltd., a Chinese company.

This Agreement is made effective as of the date you accept these terms and conditions (Effective Date). Terms with initial capital letters shall have the meanings ascribed to them in this Agreement. In consideration of the obligations contained herein, and for other good and valuable consideration, LANDESK and Customer agree as follows:

General Overview. LANDESK support programs are points-based programs with benefits based on the level of annual investment in LANDESK Products and Support Services. A customer's level of investment is expressed in points that are calculated based on the specific LANDESK Products licensed by the customer during each annual period, the Support Services purchased, and any additional points purchased by the customer to upgrade to a higher support level. Customer can access its specific point totals through the LANDESK sales personnel, via the Service Portal or on any LANDESK sales quote. The level of points accumulated determines the specific support benefits for which the customer is eligible. Points expire at the end of each Support Services period and new point calculations are done for each renewal period. For more information see Customer Support Program Details (PDF).

Support Services. LANDESK Support Services consist of software upgrade protection, support and maintenance, additional assigned support personnel, and professional services (as specified in this Agreement and additionally through the above link). The support services listed below may be provided by LANDESK to Customer pursuant to this Agreement (Support Services as defined below):

Software Upgrade Protection (SUP)
Support Initial Level:
0-2,999 Points: Base Support with Incident Packs (ICP)
3,000-49,999 Points: Professional Support (PS)
50,000-199,999 Points: Enterprise Support (ES)
200,000+ Points: Enterprise Plus Support (EPS)
Technical Account Manager (TAM) Services:
     Available Specialty: ALM/LPM, LDMS/LDSS, or LDSD
Advantage TAM
Premier TAM
Enterprise TAM
Dedicated TAM

Entire and Final Agreement. This Agreement constitutes the entire agreement and understanding between the Parties and supersedes all other prior and contemporaneous communications, discussions, understandings, negotiations, arrangements and agreements between the Parties, whether written or oral, relating to LANDESKs Support Services. This Agreement may not be modified or amended except in writing, duly executed by both Parties. Any terms and conditions of any purchase order or other document submitted by Customer in connection herewith that are in addition to, different from or inconsistent with this Agreement are not binding on LANDESK and are ineffective. No vendor, distributor, dealer, retailer, reseller, sales person or other person is authorized by LANDESK to modify this Agreement or to make any warranty, representation or promise that is different than, or in addition to, the warranties, representations or promises expressly set forth in this Agreement.

Before placing your order, you are advised to read the terms and conditions as set forth below. For additional questions on placing orders, status of an existing order or questions regarding existing agreements, please call 1-800-982-2130, to speak to LANDESK Sales.

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