Plex Customer Care Plans

Customer Support. The PSP is available to Customers “Authorized Contacts” (defined below) for support for use of the Subscription Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Silver Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

1. Providing detailed guidance related to and/or changing Customer’s configuration of the Services
2. Customer or User training related to usage of the Services
3. Integration or use of non-Plex products, software, technologies and/or services related to or with the Services
4. Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts are responsible for:

1. Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets.
2. Developing and deploying troubleshooting processes within Customer’s organization.
3. Resolving password reset, username and lockout issues for Users.

Customer shall ensure that Authorized Contacts:

1. Have completed, at a minimum, either i) Plex Boot Camp instructor-led training; or ii) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.
2. Have completed any supplemental training appropriate for the Authorized Contact’s specific role and Customer’s use of the Services.
3. Are knowledgeable about the Customer’s Services and can knowledgeably assist Plex with analyzing and resolving, technical issues.
4. Have a basic understanding of any problem that is the subject of a trouble ticket, as well as the ability to reproduce the problem to assist Plex in diagnosing and solving it.

Customer Obligations for Support. Customer will be responsible for providing initial support to its Users, including:

1. Providing direct responses to any User(s) with respect to inquiries concerning the performance, functionality and/or operation of the Services.
2. Providing direct responses to any User(s) with respect to problems or issues with the Services.
3. Diagnosing any problems or issues to any User(s) with the access to or use of the Services.
4. Attempting to resolve any problems or issues to any User(s) with access to or use of the Services.

Customer Information, Access and Resource Availability.

1. Necessary Information and Access. When submitting trouble tickets or other requests to Customer Service, the Authorized Contact or User will provide Plex with all information and access to Customer’s resources as Plex reasonably requires.
2. Category P1. Customer shall ensure that an Authorized Contact or a User (with an understanding of the support request) will be available on a 24x7 basis to promptly provide Plex any reasonably requested assistance until such Category P1 issue is resolved. Plex shall be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to perform and/or satisfy these obligations.

Trouble Tickets. The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as defined below). Trouble tickets may be submitted/logged as follows:

1. P1-By any User or Authorized Contact. Any User or Authorized Contact may log a trouble ticket with Customer Support for a Category P1 immediately via Plex’s toll-free number or online.
2. P2, P3, P4-By Authorized Contacts Only. Only Authorized Contacts may log a trouble ticket with Customer Support for P2, P3, and P4 categories using the PSP online ticketing system. After logging in, the Authorized Contact should provide the requested information and then click “Submit”.

Assistance with Non-Trouble Ticket Issues.

For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Customer’s system administrator. For assistance with usernames and lockouts, Users should contact their system administrator. Plex Customer Support does not provide contact information for Customer’s system administrators for security purposes.

Telephone Support. Telephone support in English is available on a 24x7 basis for Category P1 issues (as defined below). Category P1 cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number within the U.S is 855-PLEX-800 (855.753.9800), outside the U.S. is +1 (248) 391-8000.

Reproducing Errors. Plex must be able to reproduce errors with an unmodified version of the Services being accessed to resolve them. Customer agrees to cooperate and work closely with Plex to reproduce errors, including conducting diagnostic or troubleshooting activities as Plex reasonably requests.

Categories and Response Times. Reproducible errors that cannot promptly be resolved will be escalated to higher support levels for further investigation and analysis. Issues will be generally categorized and handled according to an assigned Category. Each Category will be associated with a Targeted Response Time.

Categories. The Categories are described as follows in the table below:

* Category P1 – Critical target initial response time of one (1) hour, including weekends and holidays. Plex will work to resolve the issue on a 24 hours X 7 days a week basis until temporary repair or workaround is in place and will proceed diligently thereafter to provide further corrective action if required.

** Categories - P2, P3, and P4 target initial response times exclude weekends and holidays observed by Plex.

Additional Services. Additional assistance and services outside the scope of the Silver Plan, including if Customer needs Plex to address issues unique to Customer operating environment, business, or Customer Data, are available to Customer through the purchase of Professional or Technical Services offered by Plex.

Changes to the Silver Plan. Plex may change the Silver Plan from time to time at Plex’s sole discretion. Plex may also update the toll-free telephone number and/or trouble ticket contacts or procedures by providing Customer with notice through the Services or in writing.

Customer Support. The PSP is available to Customers Authorized Contacts (defined below) for support of the Subscription Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Gold Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

1. Providing detailed guidance related to and/or changing Customer’s configuration of the Services.
2. Customer or User training related to usage of the Services.
3. Integration or use of non-Plex products, software, technologies and/or services related to or with the Services.
4. Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts. “Authorized Contacts” are Customer’s designated personnel who will serve as the primary liaison with Plex for all support issues. “Case Team Contacts” are Users who have been added by Authorized Contacts to an existing Case (as defined below) as members who are authorized to work with Plex and the Authorized Contact on the Case. Under the Gold Plan Customer can designate up to four (4) Authorized Contacts. Customer may be charged an additional Fee for Authorized Contacts in excess of four (4). Authorized Users may also be designated to receive assistance from Customer Support.

Authorized Contacts are responsible for:

1. Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets.
2. Developing and deploying troubleshooting processes within Customer’s organization.
3. Resolving password reset, username and lockout issues for Users.

Customer shall ensure that Authorized Contacts:

1. Have completed, at a minimum, either i) Plex Boot Camp instructor-led training; or ii) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.
2. Have completed any supplemental training appropriate for the Authorized Contact’s specific role and Customer’s usage of the Services.
3. Are knowledgeable about the Services subscribed to by Customer to assist Plex with analyzing and resolving, technical issues.
4. Have a basic understanding of any problem that is the subject of a trouble ticket and can reproduce the problem to assist Plex in diagnosing and solving it.

Customer Obligations for Support. Customer will be responsible for providing initial support to its Users, including:

1. Providing direct responses to any User(s) with respect to inquiries concerning the performance, functionality and/or operation of the Services
2. Providing direct responses to any User(s) with respect to problems or issues with the Services.
3. Diagnosing any problems or issues of any User(s) with access to or use of the Services.
4. Attempting to resolve any problems or issues of any User(s) with access to or use of the Services.

Customer Information, Access and Resource Availability.

1. Necessary Information and Access. When submitting trouble tickets or other requests to Customer Service online through the PSP or via Plex’s toll-free number, the Authorized Contact or User will provide Plex with all information and access to Customer’s resources as Plex reasonably requires.
2. Category P1. Customer shall ensure that an Authorized Contact or a User (with an understanding of the support request) will be available on a 24x7 basis to promptly provide Plex any reasonably requested assistance until such Category P1 issue is resolved. Plex shall be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to perform and/or satisfy these obligations.

Trouble Tickets. The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as define below). Trouble tickets may be submitted/logged as follows. Trouble tickets may be submitted/logged as follows:

1. P1-By any User or Authorized Contact. Any User or Authorized Contact may log a trouble ticket with Customer Support for a Category P1 immediately via Plex’s toll-free number or online.
2. P2, P3, P4-By Authorized Contacts Only. Only Authorized Contacts may log a trouble ticket with Customer Support for P2, P3, and P4 categories using the PSP online ticketing system. After logging in, the Authorized Contact should provide the requested information and then click “Submit”.

Assistance with Non-Trouble Ticket Issues.

For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Customer’s system administrator. For assistance with usernames and lockouts, Users should contact their system administrator. Plex Customer Support does not provide contact information for Customer’s system administrators for security purposes.

Telephone Support. Telephone support in English is available on a 24x7 basis for Category P1 issues (as defined below). Category P1 cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number within the U.S is 855-PLEX-800 (855.753.9800) Outside the U.S.: +1 (248) 391-8000 (International).

Reproducing Errors. Plex must be able to reproduce errors with an unmodified version of the Services being accessed to resolve them. Customer agrees to cooperate and work closely with Plex to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested.

Categories and Response Times. Reproducible errors that cannot promptly be resolved will be escalated to higher support levels for further investigation and analysis. Issues will be generally categorized and handled according to an assigned Category. Each Category will be associated with a Targeted Response Time.

Categories. The Categories are described as follows in the table below:

* Category P1 – Critical target initial response time of one (1) hour, including weekends and holidays. Plex will work to resolve the issue on a 24 hours X 7 days a week basis until temporary repair or workaround is in place and will proceed diligently thereafter to provide further corrective action if required.

** Categories - P2, P3, and P4 target initial response times exclude weekends and holidays observed by Plex.

Support Services Review. On a quarterly basis, a Technical Account Manager will conduct a review of open and closed trouble tickets and Cases for that quarter or year, as applicable. The review will include, but is not limited to:

1. Basic/overall status of any open trouble tickets or requests.
2. Priority of remaining open trouble tickets or requests.
3. Status and closure of trouble tickets.

Technical Account Manager: As a Gold customer, you will have the ability to contact a TAM in between Quarterly Reviews as needed to help drive or re-prioritize priority technical issues.

Issue Prioritization: As a Gold customer, all Technical Support tickets will be automatically entitled to a higher level of prioritization, helping to expedite the resolution of your tickets.

Community: Gold customers will be included in a Premium Services VIP Customer User Group. This group will allow our VIP Gold customers to participate in our monthly Premium Services Virtual Speaker Series. Speakers may include leaders from our support teams, product teams, and other surprise guests through the year. Additionally, user group members will have additional visibility when releases are posted. They will also be able to network and collaborate with other Gold and Platinum customers through the Plex ecosystem.

Additional Services. Additional assistance and services outside the scope of the Gold Plan, including if Customer needs Plex to address issues unique to Customer operating environment, business, or Customer Data, are available to Customer through the purchase of Professional or Technical Services offered by Plex.

Changes to the Gold Plan. Plex may change the Gold Plan from time to time in Plex’s sole discretion. Plex may also update the toll-free telephone number and/or trouble ticket contacts or procedures by providing Customer with notice through the Services or in writing.

Customer Support. The PSP is available to Customer “Authorized Contacts” (as defined below) for support of the Subscription Services, including help with troubleshooting existing configurations, basic usability assistance and break/fix support. Customer may also purchase Professional Services or Technical Services separate from the Platinum Plan (which will be provided at the hourly rates then in effect) for assistance with issues not covered by Customer Support, including the following:

1. Providing detailed guidance related to and/or changing Customer’s configuration of the Services.
2. Customer or User training related to usage of the Services.
3. Integration or use of non-Plex products, software, technologies and/or services related to or with the Services.
4. Configuration of hardware, including computers, networks, printers, servers, etc.

Authorized Contacts. “Authorized Contacts” are Customer’s designated personnel who will serve as Customer’s primary liaison with Plex for all support issues. “Case Team Contacts” are Users who have been added by Authorized Contacts to an existing Case (as defined below) as members who are authorized to work with Plex and the Authorized Contact on the Case. Under the Platinum Plan Customer can designate up to six (6) Authorized Contacts. Customer may be charged an additional Fee for Authorized Contacts in excess of six (6). Authorized Users may also be designated to receive assistance from Customer Support.

Authorized Contacts are responsible for:

1. Overseeing and managing support activity for Users (including Case Team Contacts) and all trouble tickets.
2. Developing and deploying troubleshooting processes within Customer’s organization.
3. Resolving password reset, username and lockout issues for Users.

Customer shall ensure that Authorized Contacts:

1. Have completed, at a minimum, either (1) Plex Boot Camp instructor-led training; or (2) each of the online courses currently titled “Champion Overview” and “Champion Foundation”, respectively, which are available to Users through Plex’s Education portal as part of Plex’s All Access Pass education subscription.
2. Have completed any supplemental training appropriate for the Authorized Contact’s specific role and Customer’s usage of the Services.
3. Are knowledgeable about the Services subscribed to by Customer to assist Plex with analyzing and resolving, technical issues.
4. Have a basic understanding of any problem that is the subject of a trouble ticket and can reproduce the problem in order to assist Plex in diagnosing and solving it.

Customer Obligations for Support. Customer will be responsible for providing initial support to its Users, including:

1. Providing direct responses to any User(s) for inquiries concerning the performance, functionality and/or operation of the Services.
2. Providing direct responses to any User(s) with respect to problems or issues with the Services.
3. Diagnosing any problems or issues with a User(s) access to or use of the Services.
4. Attempting to resolve any problems or issues with a User(s) access to or use of the Services.

Customer Information, Access and Resource Availability.

1. Necessary Information and Access. When submitting trouble tickets or other requests to Customer Service online through the PSP or via Plex’s toll-free number, the Authorized Contact or User will provide Plex with all information and access to Customer’s resources as Plex reasonably requires.
2. Category P1. Customer shall ensure that an Authorized Contact or a User (with an understanding of the support request) will be available on a 24x7 basis to promptly provide Plex any reasonably required assistance until such Category P1 issue is resolved. Plex shall be excused from any non-performance of its obligations hereunder to the extent any such non-performance is attributable to Customer’s failure to perform and/or satisfy these obligations.

Trouble Tickets. The PSP uses a trouble ticket system for managing support requests submitted online through the PSP or via Plex’s toll-free number. Once created (or “logged”) with Customer Support, the issues identified (a “Case”) in the trouble ticket is tracked and managed by Customer Support based on the Category of such issues (as defined below). Trouble tickets may be submitted/logged as follows:

1. P1-By any User or Authorized Contact. Any User or Authorized Contact may log a trouble ticket with Customer Support for a Category P1 immediately via Plex’s toll-free number or online.
2. P2, P3, P4-By Authorized Contacts Only. Only Authorized Contacts may log a trouble ticket with Customer Support for P2, P3, and P4 categories using the PSP online ticketing system. After logging in, the Authorized Contact should provide the requested information and then click “Submit”.

Assistance with Non-Trouble Ticket Issues.

For assistance with password resets, Users should use the “Forgot your password?” link on the login page or contact the Customer’s system administrator. For assistance with usernames and lockouts, Users should contact their system administrator. Plex Customer Support does not provide contact information for Customer’s system administrators for security purposes.

Telephone Support. Telephone support in English is available on a 24x7 basis for Category P1 issues. Category P1 cases will be logged by Plex’s Technical Support Representative (if not previously logged by a User online through the PSP) for immediate response by the appropriate support personnel. Plex’s toll-free customer support telephone number within the U.S. is 855-PLEX-800 (855.753.9800) Outside the U.S.: +1 (248) 391-8000 (International).

Reproducing Errors. Plex must be able to reproduce errors with an unmodified version of the Services being accessed to resolve them. Customer agrees to cooperate and work closely with Plex to reproduce errors, including conducting diagnostic or troubleshooting activities as Plex reasonably requests.

Categories and Response Times. Reproducible errors that cannot promptly be resolved will be escalated to higher support levels for further investigation and analysis. Issues will be generally categorized and handled according to an assigned Category. Each Category will be associated with a Targeted Response Time.

Categories. The Categories are described as follows in the table below:

* Category P1 target initial response time of one (1) hour, including weekends and holidays. Plex will work to resolve the issue on a 24 hours X 7 days a week basis until temporary repair or workaround is in place and will proceed diligently thereafter to provide further corrective action if required.

** Categories - P2, P3, and P4 target initial response times exclude weekends and holidays observed by Plex.

Named Technical Account Manager. The Platinum Plan also includes a named Technical Account Manager assigned to Your account. The role of the Technical Account Manager is to help Customer with achieving prompt resolution of any PLEX issues which might arise. The Platinum Plan Technical Account Manager will be familiar with the Service and modules to which Customer subscribes and able to work directly with Customer to solve issues as necessary. The Platinum Plan Technical Account Manager will also work with Customer to help with adoption and understanding of PLEX and best practices. Technical Account manager (and Premium Support Leadership) will be available to travel to visit customers’ site or will arrange to visit customer at our Troy, MI location at least once per year to do an in-person review (with mutual agreement to date and time between Plex and Customer.)

Issue Prioritization: As a Platinum customer, all Technical Support tickets will be entitled to our highest level of prioritization, helping to expedite the resolution of your tickets.

Dedicated Platinum Support Desk. The Platinum Plan includes access to our Platinum Support Desk which is comprised of highly-skilled support professionals who are certified to provide support to our platinum customers. The TAM will collaborate and guide the Platinum Support Desk professionals as they work with to ensure questions and issues are addressed.

Support Services Review. On a monthly and quarterly basis, a Technical Account Manager will conduct a review of open and closed trouble tickets and Cases for that month or quarter, as applicable. The review will include, but is not limited to:

1. Basic/overall status of any open trouble tickets or requests.
2. Priority of remaining open trouble tickets or requests.
3. Status and closure of trouble tickets.

Community: Platinum customers will be included in a Premium Services VIP Customer User Group. This group will allow our VIP Platinum customers to participate in our monthly Premium Services Virtual Speaker Series. Speakers may include leaders from our support teams, product teams, and other surprise guests through the year. Additionally, user group members will have additional visibility when releases are posted. They will also be able to network and collaborate with other Gold and Platinum customers through the Plex ecosystem.

Rockwell Automation Fair Customer is entitled to one (1) complimentary general admission pass to Rockwell’s annual Automation Fair event.

Additional Services. Additional assistance and services outside the scope of the Platinum Plan, including if Customer needs Plex to address issues unique to Your operating environment, business, or Customer Data, are available to Customer through the purchase of Professional or Technical Services offered by Plex.

Changes to the Platinum Plan. Plex may change the Platinum Plan from time to time at Plex’s sole discretion. Plex may also update the toll-free telephone number and/or trouble ticket contacts or procedures by providing Customer with notice through the Services or in writing.