itrezzo Software License Agreement

SOFTWARE LICENSE AGREEMENT
This Software License Agreement (the “Agreement”), dated _________________________ (the “Effective Date”), is entered into by and between itrezzo, Inc., a California corporation with principal offices located at 2255 South Bascom Avenue, Suite 100, Campbell, CA 95008 (“Licensor”); and ___________________________, with principal offices at _______________________________ (“Licensee”). Licensor and Licensee are sometimes referred to herein individually as a “Party” and together as the “Parties.”

RECITALS
A. Licensor produces and licenses software products for the coordination of data between Microsoft Exchange Server and wireless devices such as smartphones and tablets.
B. Licensee has had the opportunity to install and utilize the Products (as defined), and desires to license Products for use by its employees and staff.
NOW, THEREFORE, the Parties agree as follows:
1. GRANT OF LICENSE
Subject to the terms of this Agreement, Licensor grants to Licensee a limited, non-exclusive, non-transferable,  license to use the itrezzo Unified Contact Management Software (the “Products”) for the applicable subscription period  as follows:
  1. Install and maintain Products for use on one or more of the Licensee’s servers as set forth in the estimate provided by Licensor to Licensee on September 17, 2015 (the “Estimate”);
  2. Make a reasonable number of copies of, distribute, display, use and otherwise exploit the Products solely for (i) backup or archival purposes, (ii) to transfer the Products to a separate memory storage device solely for backup or archival purposes, and (iii) to facilitate installation of the Product. For the avoidance of doubt, Licensee may not copy the Products for any other purpose.

Licensor expressly reserves to itself all rights not expressly licensed to Licensee herein.

2. COPYRIGHT.
The Products are owned by Licensor or its suppliers and is protected by United States copyright laws and international treaty provisions.
3. OTHER RESTRICTIONS.
This license is for the use of the Products only in object code form. Except as otherwise set forth in this Agreement, Licensee may not sublicense, rent, lease, resell, modify, reverse engineer (except as required to maintain the Product), decompile, disassemble, or create derivative works from, the Products, or copy or duplicate the Products except in connection with the permitted licensed uses. For the purposes of this Agreement, all right, title, and interest in and to the Products, including associated intellectual property rights, are and shall remain with Licensor and Licensor's licensors.
Licensee may not use, export, or re-export the Products or any underlying information or technology except in full compliance with all United States and other applicable laws and regulations. By installing or downloading the Products, Licensee represents and warrants to Licensor that Licensee is not located in, under the control of, or a national or resident of any country on the U.S. Treasury Department's list of Specially Designated Nationals or the U.S. Commerce Department's Table of Deny Orders.
4. LICENSE FEES; DELIVERY; PAYMENT; SERVICES.
(a) Upon execution of this Agreement, delivery of the Products to Licensee shall be by electronic fulfillment. Licensor will promptly provide to Licensee, by email to such address as Licensee shall designate in writing to Licensor, electronic authorization which shall activate the Products for licensed use by Licensee under this Agreement.
(b) Licensee shall timely pay the license fees and charges set forth in the Estimate, including, without limitation, recurring fees (which are payable in advance, and are not contingent upon usage). Licensor shall bill Licensee at the address set forth in the Estimate for such fees and charges on an annual basis, with payment of undisputed amounts being due within forty-five (45) days following receipt of Licensor's invoice.
(c) If Licensee seeks to receive Professional Services for the installation of the Product or other assistance as Licensee and Licensor may agree to, Licensee and Licensor shall execute a separate service agreement and one or more statements of work.
(d) For the subscription period set forth in the Estimate, Licensee will participate in Licensor’s maintenance program (“Maintenance Program”) for updates, new feature additions, telephone and email technical support, as outlined in Exhibit B.
5. SYSTEMS.
Licensee shall be solely responsible for the selection, implementation, and performance of any and all third-party equipment, software and telecommunication equipment and services (including, without limitation, Internet email connectivity) used in connection with the Products. Licensee represents and warrants that the email and other related system with which Licensee may choose for operation of the Products meets Licensor's minimum standards, as indicated in Appendix A, for interoperability, including, without limitation, processing speed, memory requirements, the choice of email server and client software and the use of dedicated Internet access for accessing Internet email as set forth in Licensor’s written materials accompanying such Products.
6. INFORMATION SERVICES.
To the extent the Licensee utilizes through the Products any information service feature with content and data ("Licensed Content") supplied through any third party unaffiliated with Licensor (a "Content Provider"), Licensee agrees: (a) that the Licensed Content is or may be the property of the Content Provider and its licensors and may be protected by copyright or other proprietary restrictions, and (b) that, except to the extent caused by Licensor’s negligence or willful misconduct, Licensor disclaims all liability to Licensee and any third party with respect to the Licensed Content supplied by a Content Provider, including, without limitation, for any negligence or errors in procuring, editing, writing, reporting or delivering the Licensed Content, for any inaccuracies or errors in or omissions from the Licensed Content, and for any indirect, incidental, consequential or special damages arising therefrom.
7. LIMITED WARRANTY
7.1 Licensor represents and warrants that the Products shall not contain any code, programs or mechanisms that disrupt, modify, delete, harm or otherwise impede the operation of Licensee’s systems.  
7.2 Licensor further warrants that (a) the Products will perform substantially in accordance with the accompanying written materials for a period of ninety (90) days from the date of receipt; and (b) the media on which the Products are provided (if not downloaded from Licensor’s website) will be free from defects in materials and workmanship under normal use and service for a period of ninety (90) days from the date of receipt. Licensor's entire liability and Licensee’s exclusive remedy under this Section 7.2 shall be, at Licensor's option, either (a) refund of the price paid by Licensee, or (b) repair or replacement of the Product that does not meet Licensor's Limited Warranty and which is returned to Licensor. This limited warranty is void if failure of the Products or hardware has resulted from accident, abuse, or application not in accordance with the applicable documentation of the Product by Licensee. Any replacement Product will be warranted for the remainder of the original warranty period or thirty (30) days from receipt, whichever is longer. THESE REMEDIES ARE NOT AVAILABLE OUTSIDE OF THE UNITED STATES OF AMERICA.
EXCEPT AS EXPRESSLY SET FORTH IN THE FOREGOING WARRANTIES, LICENSOR DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED OR ARISING FROM COURSE OF CONDUCT, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. LICENSOR, ITS EMPLOYEES, SALES AGENTS AND REPRESENTATIVES, MAKE NO WARRANTIES, EXPRESS OR IMPLIED, CONCERNING ANY NETWORK OR WIRELESS SERVICES, THE DEVICE ON WHICH THE PRODUCTS ARE INSTALLED, OR THE MESSAGING NETWORK THROUGH WHICH THE SERVICES ARE PROVIDED.
This Limited Warranty gives Licensee specific legal rights. Licensee may have others, which may vary from state to state.
8. LIMITED LIABILITY.
EXCEPT FOR LICENSOR’S INDEMNIFICATION OBLIGATIONS HEREUNDER, BREACH OF A PARTY’S CONFIDENTIALITY OBLIGATIONS OR A PARTY’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, IN NO EVENT SHALL EITHER PARTY, THEIR RESPECTIVE EMPLOYEES, SALES AGENTS OR REPRESENTATIVES, BE LIABLE TO THE OTHER OR ANY OTHER PERSON FOR INDIRECT, INCIDENTAL OR SPECIAL DAMAGES, LOST PROFITS, LOST SAVINGS OR ANY OTHER FORM OF CONSEQUENTIAL DAMAGES, REGARDLESS OF THE FORM OF ACTION, EVEN IF SUCH PARTY IS OR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, WHETHER RESULTING FROM ANY BREACH OF THIS AGREEMENT OR OTHERWISE.  EXCEPT FOR LICENSOR’S INDEMNIFICATION OBLIGATIONS HEREUNDER, BREACH OF A PARTY’S CONFIDENTIALITY OBLIGATIONS, OR A PARTY’S GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, EACH PARTY’S AGGREGATE LIABILITY SHALL NOT EXCEED THE AMOUNTS PAID OR PAYABLE TO LICENSOR UNDER THIS AGREEMENT.
Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, the above limitation may not apply to Licensee.
9. NOTICES.
Unless otherwise provided in this Agreement, all notices required or permitted hereunder shall be in writing, via facsimile transmittal or via certified mail, return receipt requested, to:
If to Licensor: itrezzo, Inc.
PO Box 24527
San Jose, CA 95154
Attn: Customer Service

If to Licensee:







or to such other address for notice as may be designated in writing by a party delivered to the then-effective address provided under this section.
10. CONFIDENTIALITY.
The Products constitute the confidential and proprietary matter of Licensor and Licensor's licensors and embody trade secrets and intellectual property protected under United States copyright laws, other laws, and international treaty provisions. Licensee shall not disclose or permit the disclosure of the Product program code to third parties without the prior written consent of Licensor.  
Licensor shall preserve as confidential all non-public information related to the Licensee’s personnel or the business activities of Licensee and its affiliates, clients, and entities with whom Licensee does business that may be obtained by Licensor or its personnel from any source (such information, together with the existence and terms of this Agreement, constituting the “Licensee Confidential Information”).  Licensor shall hold Licensee Confidential Information in trust and confidence for Licensee and shall not disclose Licensee Confidential Information to any person, firm or enterprise, or use any Licensee Confidential Information for its own benefit or the benefit of any other party, unless authorized in advance by Licensee in writing.  Licensor shall limit access to and disclosure of such Licensee Confidential Information to Licensor’s personnel on a "need to know" basis only.  Licensor shall not use the name or trademarks of Licensee or refer to or identify Licensee or any affiliate of Licensee in any press release, interview, promotional or marketing material, announcement, customer listing, or testimonial without the prior written consent of Licensee.
11. ADDITIONAL REPRESENTATIONS AND WARRANTIES.
(a) Each party represents and warrants that it has the authority to enter into this Agreement and be bound by its terms.
(b) Licensee will not use the Products or any rights granted hereunder for any unlawful purpose or in violation of any applicable law.
(c) Licensee has had sufficient opportunity prior to the execution of this Agreement to examine and test the Products, and has installed and used the Products during a trial period, and is satisfied with the performance and functionality of the Products.
12. TERM AND TERMINATION; SURVIVAL.
(a) Either Party may terminate this Agreement or the applicable ordering document (in whole or in part) without cause upon written notice to the other Party at least thirty (30) days, , in advance of such termination. The license and Maintenance Program for any Products installed and fully paid shall survive such termination without cause through the end of the applicable subscription period.
(b) Upon the occurrence of an event of default by a Party, the non-breaching party shall have the right to terminate this Agreement upon written notice to the breaching Party and the failure by the breaching Party to cure such default within thirty (30) days following receipt of written notice thereof. As used herein, the term "event of default" shall mean (i) the failure by a Party to observe or perform in any material respect any of the covenants or agreements contained herein; or (ii) A Party’s insolvency, assignment for the benefit of creditors, appointment or sufferance of appointment of a trustee, receiver or similar officer, or any voluntary or involuntary proceeding seeking reorganization, rehabilitation, liquidation or similar relief under bankruptcy, insolvency or similar debtor-relief statutes. Upon termination of this Agreement for default by Licensee, Licensee shall execute an agreement as mutually agreed upon by the parties requiring destruction of the Products and faithfully perform its obligations thereunder.  In the event of termination of this Agreement by Licensee for Licensor’s uncured breach, Licensor shall promptly provide to Licensee a pro-rata refund of any amount paid to Licensor.
(c) Termination of this Agreement will not relieve a Party from obligations to pay any undisputed amount due and owing to the other Party, or any liability arising from such Party’s breach of the Agreement.
(d) Sections 14 (Indemnification), 13 (General Terms), 9 (Confidentiality), 8 (Limited Liability), 7 (Limited Warranty), and 3 (Other Restrictions) of this Agreement shall survive termination of this Agreement for any reason.  In addition, Licensee may maintain a reasonable number of copies of the Products post-termination solely for archival, regulatory and back-up purposes.
(e) . Unless terminated in accordance with this Agreement, the initial term of the license subscription shall be as specified in the Estimate.  Licensor shall provide written notice to Licensee at least sixty (60) days prior to the expiration of any license subscription period, and Licensee may elect to renew the license subscription for additional one (1) year subscription periods under the same terms and for the same fees by providing notice to Licensor prior to expiration of the then-current license subscription period.
13. GENERAL TERMS.
(a) This Agreement shall be governed by and construed in accordance with the laws of the State of California, without regard to the principles of conflict of law. Any action or proceeding arising from or relating to this Agreement must be brought exclusively in a federal or state court seated in California, and in no other venue.  
(b) If any provision of this Agreement is held to be illegal, invalid or unenforceable, such provision will be enforced to the maximum extent permissible so as to effect the intent of the parties, and the validity, legality and enforceability of the remaining provisions shall not in any way be affected or impaired thereby.
(c) No delay or failure by either Party to enforce any right under this Agreement will be deemed a waiver of that or any other right.
(d) Neither Party may assign this Agreement or delegate its obligations under this Agreement, either in whole or in part, without the prior written consent of the other Party.
(e) The headings and captions used herein are used for convenience only and are not to be considered in construing or interpreting the Agreement.
(f) No amendment to or modification of this Agreement will be binding unless in writing and signed by both parties.
14. INDEMNIFICATION.
(a) Licensor shall defend, indemnify and hold Licensee harmless from and against any and all claims, demands, losses, damages, liabilities, settlements, cost and expenses (including, without limitation, attorneys’ fees) arising out of or in connection with any third party claim or suit against Licensee that any Product infringes any copyright, patent, trademark, trade secret, or other intellectual property right of a third party; provided, however, that: (x) Licensee shall provide Licensor with prompt notice of any such claim or suit (provided that any failure by Licensee to provide such notice will not relieve Licensor of its indemnification obligations under this Agreement except to the extent Licensor can demonstrate actual, material prejudice to its ability to mount a defense as a result of such failure), (y) Licensor shall have control over the defense of such claim or suit (provided, however, that Licensee reserves the right to participate in the defense of any such claim through its own counsel and at its own expense and further provided that any settlement does not require a payment or admission of liability by Licensee), and (z) Licensee shall cooperate and provide reasonable assistance to Licensor in such defense. Licensor may, at any time, at its sole expense and discretion (i) obtain a license or other necessary right to permit the use of the Products by Licensee, or (ii) replace or modify the Products to permit the continued use provided such modified or replaced software meets the specifications of the Products.
(b) Licensee shall defend, indemnify and hold Licensor harmless from and against any and all third party claims, demands, losses, damages, liabilities, settlements, cost and expenses (including, without limitation, attorneys’ fees) arising out of or in connection with Licensee’s use of the Products in violation of this Agreement; provided, however, that: (x) Licensor shall provide Licensee with prompt notice of any such claim or suit (provided that any failure by Licensor to provide such notice will not relieve Licensee of its indemnification obligations under this Agreement except to the extent Licensee can demonstrate actual, material prejudice to its ability to mount a defense as a result of such failure), (y) Licensee shall have control over the defense of such claim or suit (provided, however, that Licensor reserves the right to participate in the defense of any such claim through its own counsel and at its own expense and further provided that any settlement does not require a payment or admission of liability by Licensor), and (z) Licensor shall cooperate and provide reasonable assistance to Licensee in such defense.
IN WITNESS WHEREOF, this Agreement is executed by duly authorized representatives of the Parties below, effective as of the date set forth above.
LICENSOR:
itrezzo, Inc.,
a California corporation

By _________________________________
Print Name: _________________________________
Title: _________________________________
Date: _________________________________

LICENSEE:
_________________________________

By _________________________________
Print Name: _________________________________
Title: _________________________________
Date: _________________________________


Appendix A

Installation, itrezzo Unified Contact Management Software
itrezzoAgent Server - Installation Prerequisites
There are several hardware, software, and Operating System requirements that must be met to complete the itrezzoAgent Server installation successfully. Before continuing, make sure that you have your Windows Operating System and Exchange Server media and their respective license keys available.
1. System Requirements
1.1 Minimum System Requirements
Operating System
Windows 2008 / 2012 / 2016
Processor
Dual Core or Equivalent virtual processor
Memory
2GB (for a GAL of up to 2000 mailboxes)
Disk Space
10 GB free before installation for application logs
Virtualization
Supported

1.2 Operating Supplements
The following Windows Roles and Features should be added:

2. Exchange Server
2.1 Microsoft Exchange Server Dependencies
The messaging API requirements:
  • MAPI/CDO 6.5.8353 ( for Exchange Server 2003/2007/2010 ). If  MAPI is used, you must NOT install Outlook  Desktop software on the same VM as the itrezzo software.
  • Exchange Web services is used for Exchange 2013/2016 and Office 365.
  • We do not support itrezzo Server software running on an Exchange Server.  You must use a separate application server
2.2 Required Server-Side Permissions
The itrezzoAgent Domain Service account will require the following permissions to perform the tasks listed below:
Task
Permissions Required for Microsoft Exchange Server 2003/2007/2010
Administering itrezzoAgent Server
Local Administrator Permissions of the Windows Instance
Running itrezzo Services
User Right to allow Logon as a service
Running the Emergency Preparedness Software (EPS)
'View Only' permission to the Administrative Groups 'Send As' and 'Receive As' permissions to the Administrator Information Store (AD also requires Send As Permission for 2003 2007)
Required Server-Side Permissions

Note concerning Exchange 2003

It is important to assign the 'Send As' permission for all user accounts in the User container of the Active Directory domain. This action will allow for permissions to be replicated from the top level of the root container in the domain down to all necessary containers.
2.3 Setting Service Account Permissions for Exchange 2007 & 2010
If you run the Windows PowerShell, you must first add the Exchange Management Snap-In:

For Microsoft Exchange Server 2007:
[PS] Add-PSSnapin microsoft.exchange.management.powershell.admin

For Microsoft Exchange Server 2010:
[PS] Add-PSSnapin microsoft.exchange.management.powershell.e2010   

The following commands use a generic identity "SVCitrezzo". Be sure to substitute your actual username if you copy the sample powershell commands below:

For Microsoft Exchange Server 2007:
[PS] Add-ExchangeAdministrator "SVCitrezzo" –role ViewOnlyAdmin

[PS] Get-MailboxServer | Add-ADPermission  -User "SVCitrezzo" -accessRights Extendedright -extendedRights Send-As, Receive-As, ms-exch-store-admin     

For Microsoft Exchange Server 2010:
[PS] Add-RoleGroupMember -Identity "View-Only Organization Management" -Member "SVCitrezzo"

[PS] Get-MailboxDatabase  | Add-ADPermission  -User "SVCitrezzo" -accessRights Extendedright -extendedRights Send-As, Receive-As, ms-exch-store-admin     
2.4 Setting Service Account Permissions for Exchange 2013
These are the powershell commands to grant the example svcitrezzo needed permissions. There are two methods; Delegation and Impersonation.

The Exchange 2013 Delegation / Full-Access:
Get-Mailbox -ResultSize unlimited -Filter {(RecipientTypeDetails -eq 'UserMailbox') -and (Alias -ne 'Admin')} | Add-MailboxPermission -User svc-itrezzo@itrezzo.com -AccessRights fullaccess -InheritanceType all

The Exchange 2013 Impersonation Role for cloud or local can be done with following command as suggested by Microsoft:
New-ManagementRoleAssignment –Name "Impersonation-itrezzo" –Role "ApplicationImpersonation" –User svcitrezzo@itrezzo.net
2.5 Setting Service Account Permissions for Office 365
Assigning svcitrezzo to the Application Impersonation Role is also the recommended strategy. Additional details on for setting up a service account is available from blog.itrezzo.com.
3. Download
You can find the latest installer on the itrezzo support site. This will bring up a file directory. Download the EXE installer and run it locally on the server.
Appendix B

Software Maintenance and Support Policy


itrezzo, Inc
2255 South Bascom Avenue – Suite 100
Campbell, CA  95008
Phone: 408-540-5020
Fax: 800-508-2304


Products covered by this Policy:
  • UCM – Unified Contact Management
  • EPS - Enterprise PIM Synchronization
  • SSU - Self Service Update
  • BPP - BES Performance Pack

This Maintenance and Support policy applies to customers on paid support plans. Maintenance and Support customers receive the benefits of advance updates to the itrezzo software they purchase, in addition to live technical support for their itrezzo software products. If you have any questions or would like further information about itrezzo's Maintenance and Support services, please contact us via email: support@itrezzo.com, or phone: 1-408-540-5020.

Maintenance and Support Term; Payment of Fees
Maintenance and Support is provided for the applicable software subscription period. A paid Maintenance and Support Term begins when itrezzo delivers you a license key for the supported software and terminates when the applicable software subscription period terminates. The fee for the initial Maintenance and Support Term is included in the applicable ordering document with itrezzo and paid in advance with your license fee.

Supported Software
Support is available for the current version of itrezzoAgent software and the versions released within the last 12 months. The same level of Maintenance and Support must be maintained for all licenses of a particular itrezzo product.

Revisions to Policy
itrezzo may revise this policy periodically by transmitting notification via e-mail to the designated support contacts, provided that no such revision will materially diminish the level of support you are entitled to receive during your existing Maintenance and Support Term. For any revision that will materially alter the service in an upcoming Maintenance and Support Term, itrezzo will provide thirty (30) days’ written notice of the change and provide you with an additional thirty (30) days’ time to decide whether or not to renew Maintenance and Support.




All Maintenance and Support services are provided in English.


Standard Maintenance and Support
With itrezzo's Standard Maintenance and Support, a customer is entitled to:
  • Receive software technical support and information during itrezzo's support hours, which are 7:00 AM EST to 7:00 PM EST throughout each weekday time zone within the United States. The technical support and information relates to Software use, configuration, maintenance, and troubleshooting;
  • Receive technical support during itrezzo Support Hours via telephone or electronic mail for customer's designated systems administrators. Licensee will designate two (2) Licensee support contacts, both of which must be system administrators. All Licensee technical support requests must originate from a Licensee-designated support representative, and itrezzo technical support responses will be directed to the Licensee-designated support representative;
  • Receive guaranteed initial response to support requests within 1 business day of requests received during support hours;
  • Have requests actively managed with problem prioritization and efficient incident resolution. Support requests will be prioritized as follows:
·       High Priority (the Software is not functioning at all and no workaround is available).  A support technician will contact the customer within two business hours.  If a resolution is not made in the first four hours, itrezzo will escalate the incident to software developers to diagnose and remediate.

·       Medium Priority (the Software is functioning, however, the Software operation is impaired, degraded, or not fully functional). A support technician will contact the customer within four business hours.

·       Low Priority (the Software is fully functioning but additional information, training or other assistance is requested).   A support technician will contact the customer within two business days.
  • itrezzo technical support will address all incidents in order of priority with High Priority incidents being addressed first;
  • Receive timely communication, via e-mail, about progress toward incident resolution to customer's designated support representative until all incidents have been closed, including periodic status report on all open requests;
    • Timely communications is defined with respect to priority:
    • ·       Low Priority – weekly emails regarding diagnosis and remediation
    • ·       Medium Priority – semiweekly email regarding diagnosis and remediation
    • ·       High Priority – daily email or phone call regarding diagnosis and remediation
  • Receive Updates to the Software and any updated documentation at no additional cost other than the payment of the annual support and maintenance fee; and
  • Receive access to all itrezzo email and/or based support resources 24x7.
A "Defect" is a reproducible failure of the software to substantially conform to the Specifications.  A "Software Fix" is a modification to the Software that significantly eliminates any material adverse effect of such Defect.

Standard Maintenance and Support does not include support or Updates for modified or custom Software, including Defects that result from modified or customized Software and any compatibility issues between modified or customized Software and Updates. Please contact your itrezzo sales representative about purchasing maintenance and support for modified or customized Software. After sufficient diagnosis, itrezzo reserves the right to withhold support for any Defect caused by:
  • alteration, modification, or the improper use or damage of the Software;
  • interaction between the Software and operating systems, database software, applications or other such environment when not supplied or approved by itrezzo in its Documentation, Specifications, or other writing by an authorized employee for use with the Software; or
  • Licensee's developments, custom developed content or other software used in conjunction with the Software.
In order for itrezzo to effectively provide its support services, information from your system administrator may be required. When you submit a support request, you may be asked to provide itrezzo with:
  • The SMTP address of the itrezzoAgent mailbox;
  • The specific itrezzo product or feature that you need help with
  • A detailed description of the Defect/issue you would like resolved;
  • The diagnostic logs as generated by specific itrezzo applications
  • Remote access to the software at the installation site, where possible. If remote access is not possible or customer chooses not to allow access, itrezzo will utilize its remaining support  options in its attempt to resolve defects