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This Support and Maintenance Policy describes the support and maintenance services Fair Isaac provides for its generally available software products. Clients who have purchased these services from Fair Isaac and are current on support and maintenance fees are eligible for services set forth in this policy.
The agreement under which Client has licensed generally available software from Fair Isaac.
Software designated by Fair Isaac as an application product on the Support Site.
A calendar day Monday through Friday, excluding holidays observed by Fair Isaac.
One or more procedures recommended by Fair Isaac to avoid an Error or to mitigate the impact of an Error on the Client’s business operations, including backing out to a previous Release or rebooting systems, SQL scripts, configuration changes and/or implementing a specific release of a third party software product.
The Fair Isaac client identified in the Agreement.
The Consumer Price Index for All Urban Consumers (CPI-U) for the U.S. City Average for All Items, 1982-84=100, as published by the US Bureau of Labor Statistics.
End of Life (EOL)
The date upon which Fair Isaac no longer generally provides Support and Maintenance of the Software.
End of Release (EOR)
The date upon which Fair Isaac no longer generally provides Support and Maintenance of a specific Release of the Software.
End of Version (EOV)
The date upon which Fair Isaac no longer generally provides Support and Maintenance of a specific Version of the Software (including all Releases to that Version).
A persistent malfunction, inherent within the Software, that prevents the Software from operating according to its standard technical documentation.
Entitles Client, for an increased fee, to Support for a Release that has been designated as EOR or Version that has been designated as EOV.
Fair Isaac Corporation and its subsidiaries.
Entitles Client to standard Versions, Releases and Service Releases in accordance with this policy when and if made generally available by Fair Isaac to its clients that are current on support and maintenance fees.
A programmatic correction to the Software, targeted to address a specific Error that has undergone limited or no regression testing.
An update to the Software designated by Fair Isaac as "right of dot" (i.e., X.y.z where y is the Release number). A Release will generally include minor improvements, functionality modifications, or Error corrections developed since the previous Release.
An update to the Software designated by Fair Isaac as "right of the second decimal” i.e., X.y.z where z is the Service Release number). A Service Release will generally contain one or more fixes for recognized Errors.
A number assigned by Fair Isaac in accordance with Section 3.8 to a Client-reported Error with the Software.
The generally available Fair Isaac software product licensed by Client under the Agreement.
Entitles Client to submit questions about the Software to Fair Isaac Product Support, in order for Fair Isaac to use commercially reasonable efforts to resolve operating Errors that are attributable to the Software, and to resolve verified and reproducible Errors in the Software.
Support and Maintenance Fees
Fees for Support and Maintenance applicable to the Software, including any Extended Support fees.
Hours Fair Isaac is available to provide Support, as specified in Section 3.7.
Fair Isaac’s public website located at http://www.fico.com, or a successor URL designated by Fair Isaac.
Software designated by Fair Isaac as a tool product on the Support Site.
An update to the Software designated by Fair Isaac as “left of dot” (i.e., Version X.y.z where X is the Version number). A new Version of the Software will generally include significant additional features, functionality, performance improvements, simplifications or improvements to the operator interfaces, and/or load capacity.
Production Down Emergency: An Error in the production environment that inhibits all or substantially all of the Software from functioning in accordance with its documentation and which has a material detrimental impact on Client’s business. A severity “one” Error is both severe and mission-critical.
Support will be provided 24x7x365. Client must report Severity Level 1 Errors by phone. Once the Error is identified and logged, Fair Isaac will provide services to resolve the Error on a diligent-efforts priority basis seven days per week until the Error has been resolved, received a Patch, resulted in a Bypass, or downgraded to a lower priority or Severity Level.
Provide a phone response within 30 minutes during Support Hours or within 1 hour outside of those hours.
Provide subsequent updates every 2 hours thereafter, or as mutually agreed with Client.
Provide action plan within 4 hours for the development of a Patch or Bypass. After development of the Patch or Bypass (if applicable), Fair Isaac will notify Client of inclusion of the Patch or a solution in a Service Release.
Production Impaired: An Error that causes major functionality of Software to be inhibited, but the Error does not materially disrupt Client’s business.
Error will be worked on during Support Hours.
Provide a written or phone response within 4 hours during Support Hours.
Provide subsequent updates every 4 hours thereafter during Support Hours or as mutually agreed with Client.
Provide an action plan within 2 Business Days for a Bypass. If resolution requires a Patch, Fair Isaac will notify the Client of inclusion of the Patch or a solution in a Service Release.
Production Inhibited: An Error that inhibits a feature of the Software, but the Error does not materially disrupt Client’s business.
Provide a written or phone response within 1 Business Day.
Provide subsequent updates as mutually agreed with Client.
Consider for correction or inclusion in the next Release.
General Assistance: A “how to” question or an Error that is minor or cosmetic in nature or an enhancement to be considered for a future Release.
Provide a written or phone response within 2 Business Days.
Services outside the scope of this policy are subject to availability of resources and will be charged for separately at Fair Isaac’s then-current rates for those services. The following are outside the scope of this policy: