Certicom Toolkit Support andProduct Maintenance
SUPPORT FOR BUSINESS OPERATIONS
Certicom recognizes the important role that our products play in our customers’ operational environments. Certicom maintains atechnical support staff that works closely with your development and support teams. Product maintenance is bundled with all Certicom
Support plans, ensuring that fielded Certicom products are proactively kept up to date. Depending on level of support selected, productupgrades are also included, ensuring the availability of new releases conforming to Certicom’s product roadmap.

Standard Support
Standard support is for toolkit customers with normal business operations that require standard 9 to 5 businesshour support. Certicom standard support plans are ideal for customers that are using Certicom products in adevelopment environment or in a deployed environment where product upgrades are not planned.

Standard Plus Upgrades Support
All the benefits of standard support, plus access to all product upgrades that are released by Certicom inaccordance with our product roadmaps. This level is ideal for customers who need to ensure that their products
conform to the latest versions of Certicom security protocols in conjunction with industry trends.

Premium Support
Building on Standard, Premium Support is made available for organizations that have critical applications
requiring 24x7 support to meet their business objectives. Premium Support is geared to help thesecustomers achieve their product availability goals.

Benefits of Certicom Support Plans• Business operations are supported with the appropriate levelof urgency and technical competency.
• Product updates and roadmap upgrades are made available
to ensure that your business operations will benefit fromongoing continuous improvements made to Certicom products
over time.
• Different plans available to meet the needs of your businessenvironment.

Certicom Toolkit Support and Product MaintenanceSupport Plan Features
Support and Maintenance Plan Comparison

STANDARD+ UPGRADES

STANDARD

Incident Reporting

PREMIUM

Phone, Fax, Email

Phone, Fax, Email

Phone, Fax, Email, Pager

Standard Support Hours

Standard Support Hours

24x7x365

Updates44

4Upgrades

Subscription customers only

44Response Time*

4 business hours to 3 business days

4 business hours to 3 business days

1 business hour to 1 business days

Primary Callers

112Support Hours

Severity Definitions:
1: Critical
Licensee business process is severely affected
and there is no immediate workaround.

2 Business Hours(Monday-Friday 9 to 5 EST)2 Business Hours(Monday-Friday 9 to 5 EST)1 Hour via Hot Line

2 Business Hours(Monday-Friday 9 to 5 EST)2 Business Hours(Monday-Friday 9 to 5 EST)1 Hour via Hot Line

2: Serious
Licensee business process is affected but aworkaround exists.

3: Medium
Licensee business process affected but there@

1 Business Day@

1 Business Day@

2 Business Hours@

3 Business Days@

3 Business Days@

1 Business Day

is no loss of functionality.

4: Low
All other inquiries or requests including
product enhancements and documentation
error or information request.

About Certicom

Certicom, a wholly owned subsidiary of Research In Motion Limited (RIM) (Nasdaq: RIMM; TSX: RIM), manages and protects the value of content, applications and devices withgovernment-approved security. Adopted by the National Security Agency (NSA) for government communications, Elliptic Curve Cryptography (ECC) provides the most security per
bit of any known public-key scheme. As the global leader in ECC, Certicom’s security offerings are currently licensed to hundreds of multinational technology companies, including
IBM, General Dynamics, Motorola and Oracle. Founded in 1985, Certicom’s corporate office is located in Mississauga, Ontario, Canada with worldwide sales offices in USA and Asia.
Visit www.certicom.com.
USA3600 Glen Canyon Rd., Suite 1
Scotts Valley, CA 95066
USACorporate Headquarters
United Kingdom

Corporate Headquarters
5520 Explorer Drive, 4th Floor
Mississauga, ON L4W 5L1CanadaJapan

Japan
Research In Motion Japan Ltd.
Nippon Brunswick, Building 7F
5-27-7 Sendagaya,Shibuya-ku,
SwedenTokyo 151-0051, Japan

Tel: +1.905.507.4220 Tel: 1.831.438.4100
Tel: +44 1344 624970Tel: 1.905.507.4220
Research In Motion Japan Ltd.
Tel: +46 8 747 17 41
Tel:03 6367 3567
1.831.438.4111
Toll Free: 1.800.561.6100
Toll Free: 1.800.561.6100Fax:(NA only)
Tel: 03 6367 3567
Sales: 1.800.561.6100
sales@certicom.com(NA only)
info@certicom.com

sales@certicom.com© 2010 Certicom Corp. Certicom, Certicom AMS, ACC, Asset Control Core, Certicom Bar Code Authentication Agent, Certicom ECC Core, Certicom Security Architecture, Certicom Trusted Infrastructure, Certicom CodeSign,Certicom KeyInject, ChipActivate, DieMax, Security Builder, Security Builder API, Security Builder API for .NET, Security Builder BSP, Security Builder Crypto, Security Builder ETS, Security Builder GSE, Security Builder IPSec,Security Builder MCE, Security Builder NSE, Security Builder PKI, Security Builder SSL and SysActivate are trademarks or registered trademarks of Certicom Corp. BlackBerry®, RIM®, Research In Motion® and relatedtrademarks are owned by Research In Motion Limited. Used under license.