GateKeeper Software Licensing Agreement
We are committed to providing a reliable and consistent experience for our valued customers through our Service-Level
Agreement (SLA) program:
Support tickets: Unlimited ticket submission provides fast and skilled help in a guaranteed timeframe, creating a complete warranty for any problems you encounter with the GateKeeper Enterprise solution.
Hosting & platform updates: Redundant hosting environment with 24/7 monitoring and 99.95% uptime, daily backups, ongoing feature development, cutting-edge update process, and security updates ensure the stability of the GateKeeper Hub web application.
Training & best practices: Training and professional development resources help your team better leverage the GateKeeper Enterprise solution’s best practices.
Support tickets
Guaranteed 24-hour response during business hours (M-F, 9:00-5:00 EST): whenever you have an issue, you can
create a ticket using any of the methods below:
• Using the Customer Portal.
Support tickets can be submitted from your account on the GateKeeper Customer Portal at https://portal.gkchain.com. Using this portal, you can submit tickets, view our knowledge base, and view and update your existing tickets.
• Using the Support link on your GateKeeper Hub server website.
A support button on each page of the GateKeeper Hub web application will take you to the Support & Resources page on our product website (https://gkaccess.com/support) where you can submit a support request.
• Using the Help section on your GateKeeper Client application.
Users can send a support ticket for any issues with the client-side application along with relevant logs for our technical team to review and resolve your issue.
• By emailing support@gkaccess.com.
Direct email to our support team automatically will create a support ticket. Please describe the issue in detail and indicate whether it is a client side or server-side (Hub) issue.
• Chat on our website.
Chat option on our website https://gkaccess.com can be used for emergency communications
Hosting & Software Updates
On-Premise Hosting: GateKeeper Hub web server can be hosted on-premise for your organization. Relevant installation
files and instructions are available through the GateKeeper Customer Portal at https://portal.gkchain.com. Quarterly
updates are available through your on-premise Hub installation and through the customer portal.
Cloud Hosting: Cloud hosted GateKeeper Hub web server are managed by us on Microsoft Azure’s hosting platform.
Weekly updates are automatically applied to your cloud hosted GateKeeper Hub. All relevant security updates including
SSL certificates are automatically applied to your cloud hosted Hub.
Continuous Evolution: As we develop new features, we often refine functionality or add new ways of solving problems.
We make each new feature, functionality, and bug-fix available to all our clients irrespective of their Hosting preference.
Security Patches and Monthly Updates: Security updates and patches are applied immediately; standard updates are
released on a quarterly schedule.
Training & Best Practices
On-Boarding & Training: Two-hour training for up to four people is included with your agreement and will help your team
better leverage GateKeeper Enterprise solution, technology, and best practices. Trainings are conducted remotely.
Onsite, large team or additional trainings can be purchased for a fee.
User Training: Training your employees to use GateKeeper is available free of charge through our training page at
https://gkaccess.com/training. GateKeeper administrators can also use the training resources to gain in-depth knowledge
of the client and server-side solutions of GateKeeper.
Knowledge base: Comprehensive knowledge base is provided at https://gatekeeperhelp.zendesk.com. All updates to our
online knowledge base are included in your service-level agreement.
What's Included in the SLA:
| Category | GateKeeper Core | GateKeeper Advanced | GateKeeper Ultimate |
|---|---|---|---|
| Software Updates | Unlimited | Unlimited | Unlimited |
| Bug Fixes | Unlimited | Unlimited | Unlimited |
| Email Support | Unlimited | Unlimited | Unlimited |
| Chat Support | Unlimited | Unlimited | Unlimited |
| Phone Support | M-F 9am-7pm EST | M-F 9am-7pm EST | M-F 9am-7pm EST; Weekend and holidays by appointment |
| Remote Assistance | Included (2-hrs). M-F 9am-7pm EST | Included (4-hours) M-F 9am-7pm EST | Included (8-hours). M-F 9am-7pm EST. Weekend and holidays by appointment. |
| Dedicated Support Engineer | - | - | Available by appointment |
| Guided Walk-throughs | - | - | Available by appointment |
| Personalized Training with Dedicated Technician | - | - | Available by appointment |
The Fine Print
Liability. For On-Premise hosting of the GateKeeper Hub web application, the client is responsible for updating the
software, and maintaining security and other updates for the operating system. The client is also responsible for securing
access and maintaining the SQL server that will host the GateKeeper Hub database.
Termination of SLA. The SLA will be terminated immediately on expiration or cancellation of subscription. For Cloudhosted GateKeeper Hub customers, all their data can be made available for download for up to 60 days after the
cancellation or termination of the subscription. For on-premise hosted applications, it is the customer’s responsibility to
uninstall relevant software and appropriately handle the SQL database.
SLA program subject to change. The details of Digital Deployment’s SLA program are subject to change. Up-to-date
program details are always available at https://gkaccess.com/sla.
Sustainability and Corporate Social Responsibility. By contracting with GateKeeper (Untethered Labs, Inc.), you are
supporting a privately-owned, small business. We support many of our community's non-profit organizations. We provide
living salaries, family-friendly hours, and comprehensive health benefits to all our employees; use energy-efficient and
environmentally friendly technology; and we contribute to the open-source community. Thank you for your support