Forescout Support Services Policy June 2024

Support Services Policy
This document (“Support Services Policy”) governs the Support Services as purchased by Customer pursuant to andsubject to the terms of the Forescout Technologies, Inc. (“Forescout”) End User License Agreement (“EULA”)
available at www.forescout.com/eula (“Agreement”). This Support Services Policy is in addition to and supplements
the Agreement. Capitalized words used herein and not otherwise defined shall have the meaning set forth in theAgreement.
Upon Customer’s purchase of Support Services, Forescout will make commercially reasonable efforts to resolve
Customer support Issues in accordance with this Support Services Policy. Customer acknowledges that the timeline
for Issue resolution depends on the Severity level, Issue complexity, availability of a workaround, and the availabilityof customer provided information and systems required to determine the cause of the Issue. All Support Services
shall be conducted in English. Forescout reserves the right to unilaterally update this Support Services Policy byposting updates at www.forescout.com/legal or in the Forescout Community Portal, and all changes will take effectupon commencement of the new term.

1. FORESCOUT SUPPORT CONTACT INFORMATION:
Forescout Community Portal: https://support.forescout.com/
By phone: 1-866-377-8773 (U.S.) or +1-708-237-6591 (International)
2. DEFINITIONS.
“Support Services” means Forescout’s technical support and maintenance services as described in this document.
“Defective Appliance” means any Appliance, as determined by Forescout, whereby a characteristic of the Appliancehinders its usability for the purpose for which it was designed and manufactured.
“Issue” means any of the four (4) issue severity levels in the table in Section 4 of the Support Services Policy.
“Fix” means the repair or replacement of Product(s), including the Appliance, or the repair or replacement of theobject or executable code of the Software, to remedy an Issue.
“Workaround” means a change in the procedures or instructions provided by Forescout to Customer in writing toavoid an Issue without substantially impairing Customer’s use of the Products.

3. PREMIUM SUPPORT SERVICES.
All Customers must purchase Premium Support Services for all acquired Forescout Products and Appliances.
Forescout shall use commercially reasonable efforts to provide Premium Support Services for the term, which
includes the following:
•••••
•
•

Technical support assistance twenty-four (24) hours a day, seven (7) days a week, three hundred sixty-five (365)days a year
Software Upgrades, Fixes and Workarounds.
Up to one (1) health check per year which includes an evaluation of Customer’s implementation and a writtensummary.
Upgrade planning and assistance, including a pre-Upgrade checklist.
Reactive configuration and policy tuning assistance. (Up to forty-eight (48) hours annually)
Pro-active support, which may include a review of Customer’s current architecture, enablement of device
visibility and control policies, or implementation planning for Customer’s Forescout Product use cases. (Up totwenty-four (24) hours annually)
Access to self-guided e-learning in Forescout Academy.

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In the event Customer does not purchase Premium Support Services or Customer’s Premium Support Services term
has expired or is otherwise no longer valid, and Customer downloads Software Upgrades that Forescout makes
generally available under Premium Support Services, Forescout or the Forescout Partner will invoice Customer, andCustomer agrees to pay, for the then-current list price for one (1) year of Premium Support Services fees.

4. ISSUE SEVERITY LEVELS AND INITIAL RESPONSE TIMES.
PREMIUM SUPPORT SERVICESISSUESEVERITYLEVELISSUE SEVERITY LEVEL DEFINITION

INITIALRESPONSE
TIMES

SEV 1
Critical

Functionality is severely impacted.
One or more Forescout branded Products or Cloud Services in Customer’s
production environment is in a down state and as a result, Customer is unableto manage mission critical elements of its infrastructure.

<1 Hour
24 x 7 x 365

SEV 2High

Functionality is impacted.
Major functionality of the Forescout branded Product or Cloud Service isrunning in a diminished state that does not result in an outage, or acircumstance, in Forescout’s sole reasonable discretion, if not corrected,
could result in an outage impacting Customer.

<3 Hours
24 x 7 x 365

SEV 3Medium

Functionality is impeded.
An important function in the Forescout branded Product or Cloud Service isexperiencing an intermittent problem or a non-essential operation is failingconsistently, however the Product or Cloud Service remains operable withlittle or no impact to functionality.

<8 Hours
24 x 7 x 365

SEV 4Low

Functionality is not affected, but symptoms exist.
Nominal impact request. For example, a request for Software orDocumentation, aesthetic issues in the Product or Cloud Service, assistance withlicense activation, password resets, and other non- critical questions.

1 BusinessDay

The End of Sale (EOS) notice for Forescout’s Basic and Advanced Support Services (“Support Services EOS”) can be found here Support Services
EOS. Forescout’s previous Support Services-Maintenance and Support Policy can be found here Support Services-Maintenance and Support
Policy. Any exceptions to Forescout’s Support Services EOS are at Forescout’s sole discretion.

5. SUPPORT SERVICES PROCESS.
•Customer may report an Issue to Forescout either through the Customer Support Portal or by telephone. All
inquiries to Forescout must be made by Customer’s authorized contact person.

•Once a ticket is generated for an Issue, Forescout will assign a Severity Level to the Issue and, Forescout will
update Customer as needed, per severity level, or as agreed, until the ticket is closed.

•When a troubleshooting session is held between Forescout and Customer, verbal communication is
supplemented by a “chat box” where the dialog that is taking place is typed by the speaking party into the chatbox. This is required to minimize any verbal language barriers.

•If Forescout fixes an Issue in the most current Software release, then Forescout shall have no obligation to fix
the same Issue in any prior Software release. Customer acknowledges that Customer will need to upgrade tothe current Software release to obtain the benefit of such Fix.

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6. CUSTOMER RESPONSIBILITIES.
•Customer agrees to: (i) ensure that its environment complies with all applicable Forescout published system
specifications as set forth in the Documentation; (ii) follow Forescout’s procedures, including those specified
herein, when contacting Forescout Support; (iii) provide Forescout reasonable access to all necessary
information, systems, and personnel to resolve Issues; (iv) promptly implement all Software Upgrades and Fixes
provided by Forescout under this Agreement; and (vi) use reasonable efforts to internally resolve any questions
prior to contacting Forescout Support.

•Customer is responsible for providing sufficient information and data as reasonably requested to allow
Forescout to correct the Issue. Customer acknowledges that Forescout will not be responsible for any loss ordamage resulting from a failure by Customer to provide such information or data, or otherwise assist Forescout
as and when reasonably requested. If Forescout determines that any Issue reported by Customer is not an Issue
caused by the Products, Forescout will notify Customer and will have no further obligation to remedy the Issue.

•During the Support Services term, Forescout may collect information regarding Customer’s support inquiries
and communications. Customer agrees that, as a condition to entering into this Agreement and Forescout’scommitment to providing Support Services, Forescout may use such information to generate aggregate data solong as the source or content of the communications are not disclosed.

•If Customer moves or re-locates an Appliance to a country that is different from the country of its previous ororiginal location, Customer must promptly notify Forescout in writing or by emailing Forescout at
HWTransfer@forescout.com and include the following minimum information: (i) the Customer name, (ii) theAppliance serial number, and (iii) the address and country of the Appliance’s new location.

•Customer acknowledges and agrees that failure to provide the notice may diminish Forescout’s ability to provide
Support Services under this Agreement, including meeting any timescales specified herein.

7. ENHANCED SUPPORT SERVICES.
Forescout Enhanced Support Services are sold as an add-on to Premium Support Services and are designed to helpcustomers maintain a healthy implementation and adopt and/or mature their Forescout Products to address
evolving business needs (“Enhanced Support Services”). These Enhanced Support Services are ideal for complex
environments, health checks and best practices implementation support, maturity assessments, advanced usecases, as well as optimizing visibility, classification, compliance and supporting Customer’s enforcement goals. All
Enhanced Support Services require Customer to have a valid Entitlement to Premium Support Services for all ofCustomer’s Products and Appliances.
7.1.

Gold and Diamond Support Services add-on.

Upon purchase of the Gold or Diamond Support Service add-on, Forescout will provide the services as detailed
below.
ServiceGold

DiamondCustomer success support: critical incident management, align activities tooutcomes

Included

Included

Health check(s): includes an evaluation of Customer’s implementation and awritten summary

Up to 1 peryear

Up to 2 peryear

Upgrade support: Upgrade planning and assistance, pre-Upgrade checklist,
support during the Upgrade process as needed, and post-Upgrade validation
review and stability check

Included

Included

Configuration support: annual proactive and reactive configuration and policy
tuning assistance

Up to 48hours

Up to 60hours

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ServiceGold

DiamondHardware refresh support: planning and guidance support to help replace EOL
Appliances with Customer’s new Forescout Appliances

Included

Included

Advisory support: annual proactive support, which may include a review ofCustomer’s current architecture, enablement of device visibility and control
policies, or implementation planning for Customer’s Forescout product usecases

Up to 24hours

Up to 48
hoursCertified training: Forescout certified instructor led training, delivered virtually,
including one exam attempt for either associate or professional level

Up to 1 peryear

Up to 2 peryear

E-Learning: access to premium e-learning in Forescout Academy with 24 hoursof lab access, per student per year

Up to 5Up to 10

Hands-on training: reverse shadowing with a professional support engineer-Included

Support trends: reporting to understand themes and identify actions to mitigate
future issues-Included

Maturity assessment: a report which will describe findings andrecommendations for Customer to leverage in their implementation, including
any necessary changes to improve current functionality and assess readinessand pre-requisites to advance security posture with expanded use cases-Included

Policy assessment: annual assessment to mature Customer’s implementation byidentifying gaps and recommending improvements for policy optimization,leveraging advanced integrations, process flow and use cases-

Up to 40hours

Optimization support: annual assistance with implementation ofrecommendations from the Maturity and Policy Assessment-Up to 96
hours

Workshop: architecture workshop and operational runbook-Included

7.2. Adoption Support Services add-on.
Forescout offers various Adoption Support Services add-ons which are specific to the Customer’s use cases andProducts purchases. Upon purchase of one of the Adoption Support Services add-ons, Forescout will provide theservices as detailed below based on the specific Adoption Support Services add-on purchased.
• Customer success services.
• Policy optimization, configuration, advanced classification, and, if applicable, segmentation services.
• Collaboration to identify and document criteria for Product adoption and Customer maturity.
• A documented architecture design workshop.
• Operational guidance for Customer specific use cases based on Forescout best practices.
• Alignment on Customer outcomes with evolving security goals and threats.
• An adoption assessment and product roadmap review to enhance Customer’s security posture using the latest
Forescout capabilities.

8. DEFECTIVE APPLIANCE REPLACEMENT.
•Forescout will provide a replacement for a Defective Appliance in advance of Customer’s return of the Defective
Appliance (the “Replacement Appliance”), provided that Customer promptly notifies Forescout in writing ofsuch defect and requests a Return Material Authorization (“RMA”) and Forescout approves the RMA request
and issues an RMA number.

•Forescout will deliver the Replacement Appliance within two (2) business days from Forescout’s issuance of theRMA number for shipments to U.S. locations. To ensure the foregoing delivery times, Forescout must haveissued the RMA number to Customer by 12pm PT. Forescout does not guarantee delivery times for shipments

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outside the U.S. as transportation issues, alternative routing, and customs clearance may delay delivery. With
respect to the FS-HW-2130, Forescout will provide a Replacement Appliance for three (3) years from theshipment date of the original Appliance provided Customer has a valid Support Services Entitlement for theassociated Software.
•Customer shall repack the Defective Appliance in a Forescout carton (provided with the Replacement Appliance)
to protect it from damage while in transit. Customer shall ship the Defective Appliance to Forescout, with theRMA number clearly displayed on the exterior of the package.

•If, after attempting to repair the Defective Appliance, Forescout finds no Issue in the Defective Appliance,
Forescout or the Forescout Partner may invoice Customer, and Customer agrees to pay, a replacement fee equal
to the then-current list price of the Replacement Appliance.

•If Forescout does not receive the Defective Appliance incorporating all original components delivered byForescout, including, without limitation, hard drives, power supply and small form factor pluggable (SFPs),
within thirty (30) days of Forescout’s issuance of the RMA number, Forescout or the Forescout Partner may
invoice Customer, and Customer agrees to pay, a replacement fee equal to the then-current list price of theReplacement Appliance or components. At Forescout’s sole discretion, the return requirement for the Defective
Appliance or its components may be waived.

•If an Appliance has reached its end of Support Period (“EOL Appliance”) as described in Forescout’s then-current
End of Life Policy, the EOL Appliance is no longer eligible for Support Services or RMA. In the event Forescout,in its sole discretion, agrees to extend Support Services for the EOL Appliance for a period set forth in anaccepted Order (the “Special Support Period”) the extension offered through the Special Support Period issubject to Customer maintaining a valid and current support agreement including payment in full of all
applicable fees. RMA shall not be provided during the Special Support Period unless Customer’s accepted Orderalso included EOL Appliance fees.

9. EXCLUSIONS.
•Forescout shall have no obligation to provide Support Services in the following events: (i) Product(s) orAppliance(s) are altered or damaged by acts not attributed to Forescout; (ii) Customer installs or uses theProducts (or any portion thereof) with other hardware or software not authorized by Forescout, as set forth inthe Documentation; (iii) the Software or Appliance is no longer supported in accordance with Forescout’s Endof Life Policy (“End of Life Policy”); (iv) any Issues caused by Customer’s negligence, abuse, misapplication, oruse contrary to the written instructions specified by Forescout or as expressly specified in the applicable
Documentation or the explicit written direction of Forescout; (v) any Issues caused by circumstances beyond
Forescout’s control; (vi) any Issues related to unauthorized access or any security breach to Customer’s network;(vii) Customer is not current on its Support Services payments; (viii) Customer has exceeded the applicable
Entitlement or does not have a valid Entitlement; (ix) Customer's failure to implement Upgrades to the Software
made available under this Agreement; (x) any Issue that is not reproducible by Forescout or that Customer
cannot otherwise document; (xi) any Issues with the Products or Appliances caused by a third party service
provider; (xii) Customer does not dedicate required resources (CPU, memory, storage) as stated in theDocumentation for each virtual or cloud deployed instance; dedicated means sufficient resources are fully
reserved/mapped to each virtual or cloud instance, respectively, with no ability to share the same resources
across other compute workloads; or (xiii) Customer has not purchased the flexible deployment right in lieu ofForescout Appliance(s).

•Forescout will have no obligation to provide Support Services for Software or related Cloud Services in the eventthat Customer deploys the Software on an EOL Appliance that is no longer supported by Forescout in accordancewith Forescout’s then-current End of Life Policy.

•In addition, Forescout shall have no obligation to support any third-party software or hardware, whether or not
such third-party software or hardware is provided by Forescout.

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