SAMSUNG KNOX END USER LICENSE AGREEMENT
This End User License Agreement ("EULA") is a binding contract between you and Samsung Electronics Co., Ltd. (“Samsung”) which governs your use of Samsung KNOX software and services provided by Samsung (collectively, the “Software”).
PLEASE READ THIS AGREEMENT CAREFULLY BEFORE ACCESSING OR USING THE SOFTWARE BECAUSE IT CONSTITUTES A BINDING LEGAL AGREEMENT BETWEEN YOU AND SAMSUNG. IF YOU ARE AN EMPLOYEE OF OR CONSULTANT OR CONTRACTOR TO AN ENTITY SUBCSCRIBING THE SOFTWARE (“CUSTOMER”), YOUR AGREEMENT TO THIS EULA WILL BE DEEMED TO BE THE AGREEMENT OF THAT CUSTOMER AND YOU AND THE CUSTOMER REPRESENT AND WARRANT THAT YOU HAVE AUTHORITY OR HAVE BEEN PROVIDED THE AUTHORITY OT BIND THE CUSTOMER TO THE TERMS AND CONDITIONS OF THIS EULA.
BY ACCESSING OR USING THE SOFTWARE, YOU ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTOOD THIS AGREEMENT, AND YOU AGREE TO COMPLY WITH AND BE BOUND BY ITS TERMS. IF YOU ARE NOT WILLING TO BE BOUND BY THE TERMS OF THIS AGREEMENT, YOU MAY NOT ACCESS OR USE THE SOFTWARE. SAMSUNG MAY MODIFY THIS EULA FROM TIME TO TIME. IF YOU CONTINUE TO ACCESS OR USE THE SOFTWARE AFTER SUCH MODIFICATION, YOU WILL BE DEEMED TO HAVE READ, UNDERSTOOD AND UNCONDITIONALLY AGREED TO SUCH CHANGES.
1.1 Grant of License. Subject to the terms and conditions of this EULA, during the applicable license term, Samsung hereby grants to you, and you accept, a limited, personal, revocable, non-exclusive, non-transferable and non-sublicensable license to use the Software only as authorized in this EULA. The Software is only for your internal business purposes, and solely in accordance with the applicable documentation (“Documentation”) provided by Samsung for use of the Software. You may not use the Software for any purpose or in any way, not expressly permitted by this EULA. Your access to the Software is licensed, not sold. All references to the Software includes all related graphics, user interfaces, scripts and services provided by Samsung for you to use the Software, and any updates, upgrades, enhancements, modifications, revisions or additions to the Software made available to you by Samsung. However, Samsung is under no obligation to provide any updates, upgrades, enhancements, modifications, revisions or additions to the Software.
1.2 Restrictions. As a condition of the license granted in Section 1.1, you shall not: (i) use the Software or any portion thereof, except as expressly authorized by this EULA; (ii) use the Software or any portion thereof on equipment, products, or systems not identified in Documentation; (iii) modify the Software or any portion thereof or create derivative works based upon any Software or any portion thereof; (iv) reverse engineer or decompile, decrypt, disassemble or otherwise reduce the Software or any portion thereof to human-readable form; (v) use the Software or any portion thereof in any way that is in violation of any applicable laws; (vi) distribute, sell, license or otherwise provide the Software or any portion thereof to any third parties; (vii) use the Software or any portion thereof to perform services for third parties except as otherwise expressly provided herein; (vii) release, publish, and/or otherwise make available to any third party the results of any performance, functional or security evaluation of the Software or any portion thereof without the prior written approval of Samsung; or (viii) alter or remove any proprietary notices or legends contained on or in the Software or any portion thereof.
2. INTELLECTUAL PROPERTY, LICENSES
2.1 Ownership. The Software is proprietary to Samsung and its licensors (if any), and protected under applicable copyright, patent, trademark and trade secret laws. You further acknowledge and agree that, as between you and Samsung, Samsung owns and shall continue to own all right, title and interest in and to the Software, including associated intellectual property rights under the above referenced applicable laws. This EULA does not grant you any ownership interest in or to the Software, but only a limited license to use that is revocable in accordance with the terms of this EULA.
2.2 Right To Modify, Suspend or Discontinue Software. Samsung reserves the right to change the Software without notice. Without limiting the generality of the foregoing, and notwithstanding any other provision of this EULA, Samsung and its licensors reserve the right to modify, suspend, remove or disable access to the Software, or discontinue the Software, in whole or in part, at any time without notice for any reason, and in no event shall Samsung be liable for any claims, costs or damages caused by or arising out of such actions.
2.3 Third Party Software. The Software includes software developed by third parties (“Third Party Software”). In connection therewith, additional or different terms may be applicable or otherwise made available to you. You agree to, and your usage and/or access of Third Party Software is subject to, such terms.
3. SPECIAL PROVISION: USE OF SAMSUNG KNOX CONTAINER
3.1 Container. Software provides additional security by creating a separate Samsung KNOX Container (“Container”) in order to protect your data and applications from certain attacks including data leakage, malware & malicious attacks such as vicious virus infection. (For further information, please visit: http://www.samsung.com/knox)
3.2 Application. Applications installed in the Container will be wrapped to be capable of operating in the Samsung KNOX container to enhance security. Samsung will not be responsible for any failure of performance, deterioration, or malfunction of such applications.
3.3 Trusted Boot. Software provides a security feature, called Trusted Boot, which detects rooting and custom ROM (i.e., detection of non-Samsung-official firmware) installed in your device during booting time. Upon detection of such rooting or custom ROM, the Container will be automatically locked and you may not use the data or application stored or installed in the Container. Thus, you are strongly advised to back up important data or information as set forth in Section 3.4.
3.4 Back-Up. Data or information stored in the Container shall NOT be extracted from the Container at your own discretion. Notwithstanding the foregoing, you may back-up data and information stored in the Container via back-up methods officially designated by you (or Customer) and Samsung. However, Samsung shall not be liable for any failure of restoring such backed-up information, nor any loss thereof.
4. SUPPORT AND MAINTENANCE SERVICES
Support and Maintenance Services (“Maintenance Service”) may be delivered by Samsung in accordance with Appendix A. If Samsung provides Maintenance Services to Customer Company on behalf of a Samsung KNOX authorized reseller (“Authorized Reseller”), the policies of Appendix A will be applicable. If you have paid an Authorized Reseller the relevant fees to obtain support and/or maintenance services directly from such Authorized Reseller, you should contact such Authorized Reseller for such support and/or maintenance and relevant sections under this EULA and Attachment A shall not apply.
5. INFORMATION; PRIVACY
You agree that the following information will be provided to Samsung in encrypted form for the sole purpose of validation and activation of the Software, improving the Software or for statistical or demographic analysis:
Samsung KNOX License Key, IMEI (or MAC address), MODEL description of your mobile device, Android OS Version, Build Number, Samsung KNOX-SDK version, MCC (Mobile Country code) / MNC(Mobile network code), Country ISO code, CSC code (customer software configuration), Samsung KNOX Container ID, Activation time for container, your e-mail address in hashed form, your e-mail domain, Samsung KNOX Login frequency, Samsung KNOX usage time.
6. TERM; TERMINATION
6.1 Term. The license granted herein with respect to the Software shall remain effective until terminated or until the applicable license term expires, whichever is earlier. This EULA is effective upon your acceptance of the EULA, or upon your downloading, accessing or otherwise using the Software.
6.2 Termination by Samsung. If you fail to comply with any of the provisions of this EULA, without limiting Samsung's other rights and remedies, all of which are expressly reserved, at its sole discretion and without notice to you, Samsung may immediately discontinue your access to the Software and terminate this EULA. Upon termination of this EULA, you shall destroy all copies of Software in your possession or control. Section 10 and 11 and all liabilities that accrue prior to termination or expiration shall survive any termination or expiration of this EULA.
7. LIMITED WARRANTIES; DISCLAIMER
7.1 Limited Warranties. For a period of ninety (90) days from the date of initial delivery of the Software to you, Samsung warrants that such Software materially conforms to the specifications described in the relevant Documentation. Your sole and exclusive remedy and the entire liability of Samsung and its licensors under this limited warranty will be, at Samsung’s option, repair or replacement of such Software, or if repair or replacement is not possible, to refund the license and any associated support and maintenance fees paid for such non-conforming Software upon the return and removal of all such Software from servers and devices. Samsung represents and warrants to you that such services provided shall be professional, workmanlike and performed in a manner conforming to generally accepted industry standards and practices for similar services. Samsung’s entire liability and your sole and exclusive remedy for any breach of the preceding warranty will be for Samsung to re-perform the nonconforming services, provided that Samsung must have received written notice of the non-conformity from you no later than ninety (90) days after the original delivery of the services by Samsung. The express warranties specified above do not apply if the Software or any portion of the foregoing: (i) has been altered, except by Samsung; (ii) has not been used, installed, operated, repaired, or maintained in accordance with this EULA and/or Documentation; (iii) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident; or (iv) is used on equipment, products, or systems not meeting specifications identified by Samsung in the applicable Documentation. Additionally, the warranties set forth herein only apply when notice of a warranty claim is provided to Samsung within the applicable warranty period specified herein and do not apply to any bug, defect or error caused by or attributable to software or hardware not supplied by Samsung.
7.2 Disclaimer. EXCEPT FOR THE WARRANTIES EXPRESSLY SET FORTH IN THIS SECTION, THE SOFTWARE IS PROVIDED “AS IS”, "WHERE IS" AND “AS AVAILABLE” AND WITHOUT WARRANTIES OF ANY KIND. SAMSUNG AND ITS LICENSORS MAKE NO REPRESENTATIONS OR WARRANTIES OR GUARANTEES OF ANY KIND OR NATURE, WHETHER EXPRESS OR IMPLIED, REGARDING THE APPLICATION, AND SPECIFICALLY DISCLAIMS ALL SUCH WARRANTIES, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. WITHOUT LIMITING THE PREVIOUS DISCLAIMER, SAMSUNG AND ITS LICENSORS DO NOT REPRESENT, WARRANT OR GUARANTEE THAT THE APPLICATION WILL (i) OPERATE IN AN UNINTERRUPTED, TIMELY, SECURE OR ERROR-FREE MANNER, (ii) WILL ALWAYS BE AVAILABLE OR FREE FROM ALL HARMFUL COMPONENTS OR ERRORS OR (iii) WILL BE SECURE OR IMMUNE (INCLUDING THE CONTENT DELIVERED TO YOU OR THE INFORMATION YOU PROVIDED) FROM UNAUTHORIZED ACCESS.
Subject to your compliance with the terms and conditions of this EULA, Samsung shall, at its cost and expense, (i) defend, or at its option, settle any claim brought against you by a third party alleging that any use of Software infringes or violates any third party intellectual property right, and (ii) pay, indemnify and hold you harmless from any settlement of such claim or any damages awarded to such third party as a result of such claim, provided that you: (a) give Samsung prompt written notice of any such claim; and (b) permit Samsung to solely control and direct the defense or settlement of any such claim; and (c) provide Samsung all reasonable assistance in connection with the defense or settlement of any such claim. If such a claim occurs, or is likely to occur, Samsung, at its expense and at its sole discretion, may, (i) procure the right to allow you to continue to use the Software; or (ii) modify or replace the Software or infringing portions thereof to become non-infringing; or (iii) if neither (i) nor (ii) is commercially practicable, terminate your license to the Software and refund a portion of the license fees paid by you corresponding to such Software, pro-rated over the remaining applicable license term. Notwithstanding the foregoing, Samsung shall have no obligations under this Section to the extent any claim is based upon or arises out of: (aa) any modification or alteration to the Software not made by or on behalf of Samsung; and/or (bb) any combination or use of the Software with equipment, products or systems not identified in the Documentation; and/or (cc) your continuance of allegedly infringing activity a reasonable period after being notified thereof; and/or (dd) your failure to use upgrades or updates made available by Samsung; and/or (ee) damages attributable to the value of the use of a non-Samsung product or service; and/or (ff) use of the Software not in accordance with the Documentation or outside the scope of the license granted under this EULA. The remedies set forth in this Section constitute your sole and exclusive remedies, and Samsung’s entire liability, with respect to infringement or violation of third party intellectual property rights.
9. LIMITATION OF LIABILITY
TO THE EXTENT PROHBITED BY LAW, IN NO EVENT SHALL SAMSUNG OR ITS LICENSOR BE LIABLE TO YOU FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE DAMAGES OR LOST PROFITS, EVEN IF SAMSUNG HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT SHALL THE AGGREGATE LIABILITY OF SAMSUNG ARISING OUT OF OR RELATED TO THIS AGREEMENT, INCLUDING WITHOUT LIMITATION, THE USE OF OR INABILITY TO USE SOFTWARE, ASSOCIATED SERVICES, OR OTHERWISE, EXCEED THE FEES YOU PAID FOR THE RELEVANT PRODUCT OR SERVICE FOR SOFTWARE. THIS LIMITATION WILL APPLY REGARDLESS OF THE THEORY OF LIABILITY, WHETHER FRAUD, MISREPRESENTATION, BREACH OF CONTRACT, NEGILIGENCE, PERSONAL INJURY, PRODUCT LIABILITY, INFRINGEMENT OR ANY OTHER THEORY REGARDLESS OF WHETHER OR NOT SAMSUNG HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THIS LIMITATION AND WAIVER ALSO APPLIES TO ANY CLAIMS YOU MAY BRING AGAINST ANY OTHER PARTY TO THE EXTENT THAT SAMSUNG WOULD BE REQUIRED TO INDEMNIFY THAT PARTY FOR SUCH CLAIM. MULTIPLE CLAIMS SHALL NOT EXPAND THE LIMITATIONS SET FORTH IN THIS SECTION.
The Software (and any performance data, benchmark results, security assessments and all other technical information relating to the Software), the Documentation, the terms and conditions of this EULA and any other information provided by Samsung in connection with the Software shall be deemed the confidential information of Samsung (“Confidential Information”). Notwithstanding the foregoing, Confidential Information shall not include information that you can evidence in writing: (a) is already known to you without restriction as to disclosure prior to disclosure by Samsung; (b) becomes publicly available without fault of you; (c) is rightfully obtained by you from a third party without restriction as to disclosure; or (d) is independently developed or created by you without use of the Confidential Information. Except as otherwise expressly authorized herein, you agree to: (i) use the Confidential Information only to perform hereunder or exercise rights granted to it hereunder; (ii) treat all Confidential Information in the same manner as it treats its own similar proprietary information, but in no case will the degree of care be less than reasonable care; and (iii) disclose the Confidential Information only to your employee who have a need to know such information for the purposes of this EULA, provided that any such employee shall be subject to obligations of non-use and confidentiality with respect to the Confidential Information at least as restrictive as the terms of this EULA, and you shall remain liable for any non-compliance of such employee with the terms of this EULA. Nothing in this EULA shall prevent you from disclosing information to the extent you are legally compelled to do so by any governmental investigative or judicial agency pursuant to proceedings over which such agency has jurisdiction; provided, however, that prior to any such disclosure, you shall: (i) assert the confidential nature of the information to the agency, (ii) immediately notify Samsung in writing of the agency’s order or request to disclose, and (iii) cooperate fully with Samsung in protecting against any such disclosure and obtaining a protective order narrowing the scope of the compelled disclosure and protecting its confidentiality. The confidentiality obligations under this Section shall survive any expiration or termination of this EULA and be effective for a period of three (3) years after the expiration or termination of this EULA
11. GENERAL TERMS
11.1 Choice of Law. This EULA, including all revisions and amendments thereto, is governed by and construed in accordance with the laws of the Republic of Korea, without regard to its conflict or choice of law principles. Notwithstanding any choice of law provision or otherwise, the Uniform Computer Information Transactions Act (UCITA) and the United Nations Convention on the International Sale of Goods shall not apply.
11.2 Arbitration. By using the Software, you unconditionally consent and agree that: (i) any claim, dispute or controversy (whether in contract, tort, or otherwise) you may have against Samsung or its officers, directors, agents and employees arising out of, relating to, or connected in any way with the Software or this EULA (including its existence, validity or termination), will be finally resolved by arbitration to be held in Seoul, Korea and conducted in English under the Rules of Arbitration of the International Chamber of Commerce provided, however, that each party may enforce its or its Affiliates’(defined below) intellectual property rights in any court of competent jurisdiction, including but not limited to equitable relief. The arbitral award shall be final and binding on the parties. Except to the extent entry of judgment and any subsequent enforcement may require disclosure, all matters relating to the arbitration, including the award, shall be held in confidence. For purposes of this EULA, Affiliate means, any corporation or other entity that is controlled by, or is under common control with a party (a corporation or other entity shall be deemed to control another if it owns or controls more than fifty percent (50%) of the voting stock or other ownership interest of the corporation or entity).
11.3 Independent Contractors. The parties are independent contractors, and this EULA shall not establish any relationship of partnership, joint venture, employment, franchise or agency between the parties.
11.4 Equitable Relief. The parties agree that a material breach of this EULA would cause irreparable injury to Samsung for which there may be no adequate remedy at law. Accordingly, Samsung shall have the right to apply to any court of competent jurisdiction for injunctive relief and specific performance, without prejudice to any remedies available to it at law or in equity.
11.5 Entire EULA; Modifications. This EULA constitutes the entire agreement between the parties with respect to the provision of the Software. This EULA supersedes and cancels all previous written and previous or contemporaneous oral communications, proposals, representations, and agreements relating to the subject matter contained herein. This EULA prevails over any pre-printed, conflicting or additional terms of any purchase order, ordering document, acknowledgement or confirmation or other document issued by Customer, even accepted in writing by both parties.
11.6 Export. Software and Documentation, including any technical data provided by Samsung hereunder, may be subject to U.S. export control laws, including the U.S. Export Administration Act and its associated regulations, and may be subject to export or import regulations in other countries. You shall agree to comply with all such regulations.
11.7 Severability. If any term or provision of this EULA is held to be void or unenforceable by any judicial or administrative authority, such determination shall not affect the validity of enforceability of the remaining terms and provisions of this EULA. The remaining provisions of this EULA shall remain in effect and shall be construed in accordance with its terms.
11.8 Headings. The headings contained in this EULA are for reference purposes only and shall not affect the meaning or interpretation of this EULA.
11.9 No Waiver. The failure of Samsung to enforce at any time any of the provisions of this EULA, or the failure by Samsung to require at any time performance by you of any of the provisions of this EULA, shall in no way be construed to be a present or future waiver of such provisions, nor in any way affect the right of Samsung to enforce such provision thereafter. The express waiver by Samsung of any provision, condition or requirement of this EULA shall not constitute a waiver of any future obligation to comply with such provision, condition or requirement.
11.10 U.S. Government End User Purchasers. All Software, including all components thereof, and Documentation qualify as “commercial items,” as that term is defined at Federal Acquisition Regulation (“FAR”) (48 C.F.R.) 2.101, consisting of “commercial computer software” and “commercial computer software documentation” as such terms are used in FAR 12.212. Consistent with FAR 12.212 and DoD FAR Supp. 227.7202-1 through 227.7202-4, and notwithstanding any other FAR or other contractual clause to the contrary in any agreement into which this EULA may be incorporated, you may provide to Government end user or, if this EULA is direct, Government end user will acquire, the Software and Documentation with only those rights set forth in this EULA. Use of either the Software or Documentation or both constitutes agreement by the Government that all Software and Documentation are “commercial computer software” and “commercial computer software documentation,” and constitutes acceptance of the rights and restrictions herein.
11.11 Notice. Any notice required or permitted to be given in accordance with this EULA shall be in writing. Notices to Samsung shall be sent by personal delivery, registered or certified mail (return receipt requested, postage prepaid) or commercial express courier (with written verification of receipt) to:
Samsung Co., Ltd.
(Maetan dong) 129, Samsung-ro, Yeongtong-gu,
Suwon-si, Gyeonggo-do 443-742 Korea
Attention: General Counsel.
For contractual purposes, you consent to receive communications from Samsung electronically. Notices sent to you shall be sent by personal delivery, electronic mail, registered or certified mail (return receipt requested, postage prepaid) or commercial express courier (with written verification of receipt) to: the electronic address you have provided to Samsung or its Authorized Reseller in connection with licensing Software or invoicing. All notices will be deemed given: (i) when delivered personally; (ii) 24 hours after electronic mail is sent, unless Samsung is notified that the email address is invalid; (iii) five (5) days after having been sent by registered or certified mail, (or ten (10) days for international mail; or (iv) one (1) day after deposit with a commercial express courier specifying next day delivery (or two (2) days for international courier packages specifying 2-day delivery). You or Samsung may change its address for receipt of notice by notice to the other in accordance with this Section.
SAMSUNG SUPPORT AND MAINTENANCE SERVICES
1. Hours of Operations
Operating hours of Samsung Support and Maintenance Services (“Maintenance Service”) is as follows:
(i) 24 hours a day, 5 business days a week, until December 31, 2013
(ii) 24 hours a day, 7 days a week, from January 1, 2014 and thereafter
2. Support Channels
Samsung will, upon the request of you or Customer’s personnel designated for Maintenance Service (“Technical Personnel”), provide Maintenance Service via the following channels:
(a) Web Portal (support.samsungknox.com): Samsung will provide Technical Personnel with log-in credentials for access to Samsung’s Web Portal, and provide a variety of support services, including, self-help articles, FAQs, discussion forums, and tools to raise and track tickets.
(b) Online Tickets: Technical Personnel may raise tickets for Maintenance Service through the Web Portal.
(c) Phone Support: Contact information for Maintenance Service will be provided to Technical Personnel.
3. Support and Maintenance Services
Samsung will, upon the request of Technical Personnel, provide Maintenance Service as set forth below.
- Provide Technical Personnel with proactive Maintenance Service
- Provide Technical Personnel with FAQ articles and knowledgebase (including discussion boards) through support.samsungknox.com
- Triage, investigate, troubleshoot, and resolve customer issues and technical questions
- Respond to Technical Personnel’s inquiries related to Samsung KNOX usage, configuration, and basic Samsung KNOX support questions
- Share issues with relevant parties for resolution e.g. MDM, carriers or Samsung KNOX technical support
- Provide KNOX code fixes and maintenance releases
- Provide Maintenance Service in accordance with the protocol set forth below.
However, please note the following when making notifications of issues:
- Any and all notifications to Samsung shall be made by your Technical Personnel
- Authorized Reseller should be the first point of contact for any Customer.
- No workaround will be promptly available.
4. Support and Maintenance Service Protocol
Samsung is not required to provide any Maintenance Service if the Software or any portion of the foregoing: (i) has been altered, except by Samsung; (ii) has not been used, installed, operated, repaired, or maintained in accordance with this EULA and/or Documentation; (iii) has been subjected to abnormal physical or electrical stress, misuse, negligence, or accident; or (iv) is used on equipment, products, or systems not meeting specifications identified by Samsung in the applicable Documentation.
4.1 For the purposes of Maintenance Service, the following definitions will apply:
a.“Level 1 Issue” means any issue that (A) makes operation of the Samsung KNOX service impossible or incurs security breach that enables unauthorized third parties to obtain access to users’ data, (B) impacts a significant number of users, and (C) results in a serious loss or degradation of your business. For example, an issue (i) that makes Container inaccessible to a significant number of users, which results in severe degradation of your business, or (ii) arising from critical applications or emails within the Container, which causes the Container to crash frequently among a significant number of users, which results in severe degradation of your business.
b. “Level 2 Issue” means any issue that (A) causes widespread or sporadic impairment partially to the Samsung KNOX service, (B) impacts a significant number of users, and (C) results in a loss or degradation of your business. For example, an issue (i) that makes the Container inaccessible to a significant number of users, which results in degradation of your business, or (ii) arising from critical applications or emails within the Container, which causes the Container to fail certain functions sporadically among a significant number of users, which results in degradation of your business.
c. “Level 3 Issue” means any issue that (A) causes impairment (e.g. a bug or non-conformity) partially to the Samsung KNOX service, (B) impacts several users, and (C) results in a slight degradation of your business. For example, an issue (i) that causes sporadic impairment of the Container to a few number of users, which results in slightly impacting your business, or (ii) arising from critical applications or emails within the Container, which causes impairment of a certain function, such as failure in attaching files to an email or opening attached filed of an email, and etc.
d. “Level 4 Issue” means any issue that (A) causes minor impairment partially to the Samsung KNOX service, (B) impacts very few users or no one, and (C) has little or no impact to your business. For example, (i) questions on using features, (ii) changes to configuration, or (iii) new feature requests of the Samsung KNOX service would all qualify as a Level 4 Issue.
4.2 Maintenance Service will be provided for Level 1, 2, 3 and 4 Issue. Issues must be delivered with proper detail allowing the error to be analyzed.
4.4. Samsung will, upon Technical Personnel’s request, response in accordance with the time periods set forth below.
||Response Time After Notification
|Level 1 Issue
||2 Business Hours
|Level 2 Issue
||4 Business Hours
|Level 3 Issue
||24 Business Hours
|Level 4 Issue
||48 Business Hours