Brightlayer Support Schedule

Last Updated: April 7, 2025

This Support Schedule (“Schedule”) is subject to and made a part of the Terms of Service for Brightlayer Cloud Services as of the start date for the Subscription Term (“Terms of Service”) and/or End User License Agreement for Eaton Software as of the Effective Date of the license, as applicable (the “Agreement”) and is effective as of the start date for the Subscription Term or Effective Date of the license, as applicable (the “Support Effective Date”).
 

1. Scope; Term.

1.1. Scope. The terms of this Schedule shall apply to (i) Brightlayer Cloud Services, (ii) Product Software purchased as a subscription, and (iii) Product Software purchased under a perpetual license only if You separately purchase Support Services, each to the extent provided by Eaton to You pursuant to the applicable Terms of Service or Agreement. Eaton may update or modify the terms of this Schedule at any time.

1.2. Term. The term of this Schedule shall be the Support Period.
 

2. Definitions.
Capitalized Terms not defined herein shall have the meanings set forth in the applicable Terms of Service and/or Agreement.

2.1. “End of Life Policy” means Eaton’s policy governing the software lifecycle.

2.2. "Error” means any reproducible failure of the Supported Offerings to operate in all material respects in accordance with the relevant documentation or service specifications, including any problem, failure or error referred to in the table identifying Response Time.

2.3. “Out-of-Scope Support" means any of the following: (i) support regarding a release, version, and/or functionalities of a service or functionality developed or configured specifically for You (unless otherwise expressly set forth in a statement of work, Order Form, or similar document between Eaton and You); (ii) requests to provide training, education or consulting services; (iii) support related to a custom development request; (iv) incidents involving third party-controlled services, offerings, or products; or (v) support for administrative activities, including password resets.

2.4. “Response” means the initial acknowledgment of a Support Request by Eaton by any communication method, including without limitation phone, email, text, or customer portal communication.

2.5. “Support Services” means the services described in this Support Schedule.

2.6. “Supported Offering” means the Brightlayer Cloud Services and Product Software eligible for support under this Schedule.

2.7. “Support Period” means with respect to (i) Brightlayer Cloud Services, the applicable Subscription Term; (ii) Product Software purchased as a subscription, the applicable Term, and (iii) Product Software purchased under a perpetual license, the term of the term of the applicable Support & Maintenance Agreement.  Each Support Period shall be for a minimum of twelve (12) months.

2.8. “Support Request” means a request for Support Services from You, which shall include: (i) Your name; (ii) relevant Supported Offering(s); (iii) a description of the reported Error and the time You first observed the Error (including a description of any error messages received); (iv) steps taken by You to reproduce the issue, if applicable; (v) user activity being performed at the time of the issue; (vi) identification of severity level or a description of the business impact caused by the Error; (iv) identification of your Designated Contact.
 

3. Maintenance.

3.1. Maintenance Services. Subject to You remaining current on the payment of any applicable fees, Eaton shall provide You with all upgrades, updates, patches, or modified versions of the Supported Offering(s) created at Eaton’s discretion which Eaton generally makes available to active other eligible customers for no additional license fee (the “Updates”). For the purposes of this Schedule, the services performed in connection with such Updates shall be referred to as the “Maintenance Services”. For perpetual licenses, eligibility for Updates and Maintenance Services are governed by the terms of Your separate support and maintenance agreement. To the extent there is any conflict between Your separate support and maintenance agreement and the terms of this Support Schedule, the terms of Your separate support and maintenance agreement shall control. 

3.2. Updates. Eaton may (but is not required to), and You authorize Eaton to, cause Updates to be automatically loaded onto the Supported Offerings.  Where internet connectivity is required for Eaton to provide Updates, You must connect Your Offerings to the internet to receive such automated Updates from Eaton.  Eaton may also make Updates available to You for installation on the Product Software, in which case You are solely responsible for such installation in accordance with the instructions and as directed by Eaton.  If You choose not to install such Updates, or if You opt out of automatic updates, You may not be able to continue using the applicable Supported Offerings.  The provisions of the Agreement shall govern any Updates provided by Eaton, unless such Updates are accompanied by, or reference, a separate license agreement, in which case the terms of that license agreement shall prevail.
 

4. Support.

4.1. Support Services. Subject to the terms and conditions of the applicable Terms of Service or the Agreement and conditioned on Your compliance therewith, including Your use of a valid subscription for Brightlayer Cloud Services or license for Product Software, during the Support Period, Eaton will provide to You support services (the "Support Services").

4.2. Reinstatement of Support. If Support Services lapse or were not purchased as part of a perpetual license for Product Software, Eaton may require You to pay a reinstatement fee to add or renew the Support Services. This reinstatement fee is non-refundable fee and does not apply to the purchase of any Support.

4.3. Designated Contact. You must establish with Eaton a designated point of contact for each of its Support Requests (“Designated Contact”). Designated Contact must have the necessary knowledge, skills, availability, and authority to work with Eaton to review and resolve Support Requests. Eaton is not responsible for monitoring or validating Your Designated Contacts.

4.4. Support Channels. Eaton shall provide Support Services, including receiving Support Requests and reports of suspected Errors with the Supported Offering(s) via telephone, chat, and email (the “Support Channels”). Contact information for each Support Channel, where applicable, will be as set forth at Support Contacts & Hours as updated by Eaton from time to time.

4.5. Support Hours. Support is available during the support hours set forth for each Support Region at Support Contacts & Hours in observance of daylight savings (where applicable), and excluding Eaton observed holidays (“Support Hours”). The “Support Region” is determined by the country of purchase set forth in the applicable Order Form.  Except as otherwise set forth in the Order Form, Support for the Supported Offerings, including responding to Errors, shall not be performed outside the Support Hours.

4.6. Exceptions. Eaton has no obligation to provide Support Services relating to Errors that, in whole or in part, arise out of or result from any of the following: (i) a Supported Offering that is modified or damaged by You, its users, or any third party; (ii) any operation or use of, or other activity relating to, the Supported Offering other than as specified in the Documentation, including any negligence, abuse, misapplication, or misuse of the Supported Offering; (iii) Your failure to promptly install any Update that Eaton has previously made available; any breach of or noncompliance with any provision of the applicable Terms of Service or the Agreement by You; or (v) any cause outside of the reasonable control of Eaton.

4.7. Response Times. Eaton’s technical support staff will use commercially reasonable efforts during Support Hours to provide a first Response to a Support Request in accordance with its classification within the time periods set out below on a first-come, first-served basis, unless You have purchased enhanced support services that provide for priority support services. Support Requests are escalated based on severity and complexity. You will initially classify each support case according to the priority classes set out below. Unclassified support cases will be considered “Medium” unless Eaton determines another priority classification applies. The final priority classification will be at the sole discretion of Eaton. Response times will be measured only during Support Hours, starting from the time Eaton receives a Support Request until Eaton has responded to that Support Request but subtracting any time spent waiting on You to provide requested information (including the required elements for a Support Request) or to take requested actions. If a Support Request was transmitted outside of Support Hours, then the response time will begin at the start of the Support Hours for the next day. For the purposes of this table, a “Business Day” means a calendar day other than a Saturday, Sunday, or Eaton observed holiday in the Support Region.  

4.8. Error Resolution. Following Eaton’s Response, Eaton will use commercially reasonable efforts to resolve the Error within a reasonable period of time.  Eaton does not provide any guarantee that all Errors can or will be resolved.  An Error will be deemed resolved when Eaton restores all material functionality for the Supported Offering. 
 

5. Customer Requirements.

5.1. Registration. To receive the Support Services, You may be required to register Your Supported Offerings with Eaton via the means identified in the Documentation or via prompts and instructions within the Supported Offerings. You are responsible for keeping such registration up to date at all times.

5.2. Licensed and Under Support. You are responsible for ensuring You are properly licensed or has a current subscription for all Eaton products and services, not just Supported Offerings for which You place a Service Request.

5.3. Cooperation. As part of receiving the Support Services, You agree to provide all cooperation reasonably requested by Eaton in connection with the Support Services, including, without limitation, by providing Eaton with information that it requests related to the provision of the Support Services (including, without limitation, name of the user, location and address of site where the Supported Offerings are installed, program name, program version information, and number of server and client licenses) and notify Eaton of any changes. Eaton must be able to reproduce errors in order to resolve them. You agree to cooperate and work closely with Eaton to (a) reproduce errors, including conducting diagnostic or troubleshooting activities as requested and appropriate and (b) implement the workaround or resolution provided by Eaton as soon as practicable. If an error cannot be reproduced, it will not be an Error as defined in Section 2.2 and will not be eligible for the Support Services.

5.4. Remote Access. You hereby consent to Eaton providing Support Services to You remotely over the internet through the use of remote access software to assist in analyzing and resolving any potential Errors reported by a Support Request, including remote access to Your instance of the Supported Offerings and/or desktop system for troubleshooting or to install software on Your systems, and provided that Eaton only initiates such remote access using industry standard remote access software (such as WebEx) that requires You or Your user(s) to authorize such remote access by Eaton on a case-by-case basis.

5.5. Supported Versions. To receive Support Services, You must (a) be using either (i) the then-current version of the Product Software, (ii) one of the three (3) prior versions of the Product Software, or (iii) a version of the Product Software that was released in the last twelve (12) months, and/or (b) permit Eaton to deploy all Updates to the Brightlayer Cloud Services (the “Version Requirement”). For the purposes of the Version Requirement, deployment of each major release and minor release is a new version of the specified Product Software. Deployment of a patch is not a new version of the specified Product Software.  Eaton has no obligation to provide You with Support Services at any time when You are not in compliance with the Version Requirement. To the extent code development is required to fix an Error, Eaton will develop such code solely for the then-current version of the Product Software and, to the extent you are using a prior version of the Product Software, You must upgrade to the then-current version to resolve the Error. You further agree to update a Supported Offering to the most current version or to install a specific patch if required to correct a reported Error or if advised that such update is needed to assist Eaton with a problem determination. Support Services will not be provided for Supported Offerings as of the date published for that Offering’s Version End of Life at  https://www.eaton.com/us/en-us/digital/brightlayer/end-of-life-policy.html

5.6. Local Languages. Support Services will be provided in English. Other languages will be available where it is required by local laws.