Introduction 

This document provides an document provides an overview of the general Support Services offered by DigitalRoute for the Softwareby DigitalRoute for the Software. The applicable Support Services will be agreed upon between DigitalRoute and the Customerbetween DigitalRoute and the Customer. 

Description Description 

DigitalRoute shall perform Support Services for the Software. However, DigitalRoute shall have no obligation to support the configuration or set-up of the Software.

The Support Services includes: 

• Remote support for problem determination,

   analysis, and resolution 

   analysis, and resolution 

• Access to Service Packs,

  Patches and

  Patches and/or workarounds to

  solve errors and bugs in the Software 
• Access to knowledge database 
• Access to Minor and Major releases 

...

• solve errors and bugs in the Software 

• Access to knowledge database 

• Access to Minor and Major releases 

The following table shows the contents of Support ServicesSupport Services; 

Support Channels

The Support Services are provided remote via:

• Support Web, for registration and tracking of trouble reports,

• Helpdesk, for remote assistance via telephone

• MS-Teams and/or any other collaboration tool

Categories

Depending on the Customer’s needs, the Customer will Customer will be in either either (i) Regular  Regular Support, (ii) Extended  Extended Support or or (iii) Sustained  Sustained Support. The scope of the different categories is set the different categories is set out in this section, unless otherwise agreed between the Parties in otherwise agreed between the Parties in writing. 

DigitalRoute’s Release DigitalRoute’s Release and Support Lifecycle policy and conditions for maintaining the for maintaining the relevant Software version to be eligible for Support Services or its extensions are described in the “Release and Support Usage Engine Private Edition”. 

The table below provides an overview of the different Support Service categoriesbelow provides an overview of the different Support Service categories; 

Regular support

The Regular Support is provided as Standard Support or as Enhanced Support, or as specificality agreed Regular Support is provided as Standard Support or as Enhanced Support, or as specificality agreed to with the Customer in a support agreement.  Standard Support   

Standard Support 

The Standard Support Service is provided between 9 a.m. and 5 p.m., Monday - Friday, excluding public holidays (SGT UTC+8, CET UTC+1, CST UTC-6). 

Enhanced Support Enhanced Support 

The Enhanced Support Service is provided 24x7x365. 

Extended support

Extended Support is available when is available when the Software version in production has, as per per Release and Support Usage Engine Private Edition, passed its end of Regular Support date, or  passed its end of Regular Support date, or as otherwise agreed upon with the Customer in upon with the Customer in a specific support agreement.  
Extended Support must be support agreement.  
Extended Support must be agreed upon in writing between the Customer and DigitalRoute. In Extended Support, only Software workarounds and bug fixes for the highest severity level defined in the SLA are done and DigitalRoute. In Extended Support, only Software workarounds and bug fixes for the highest severity level defined in the SLA are done (i.e. Critical  Critical in the Regular SupportRegular Support). For For all other severity levels, the SLA is no longer applicable severity levels, the SLA is no longer applicable (i.e. voided) and no workarounds are provided and bug fixes are done in newer versions of the Software. The Extended Support further excludes bug  voided) and no workarounds are provided and bug fixes are done in newer versions of the Software. The Extended Support further excludes bug fixes or workarounds, regardless of the severity level, in any third in any third-party products products included in the Software. 

Sustained support

Sustained Support is available when the Software is available when the Software version in production has, as per per Release and Support Usage Engine Private Edition, passed its end of Extended  passed its end of Extended Support. Sustained Support must be Support must be agreed upon in writing between the Customer and DigitalRouteand DigitalRoute. This support excludes any support excludes any commitments on the SLA, i i.e. workarounds are not provided and all bugs fixes will  workarounds are not provided and all bugs fixes will be fixed in the newest Software version. The Sustained Support further excludes bug newest Software version. The Sustained Support further excludes bug fixes or workarounds, regardless of the severity level, in any third in any third-party products products included in the Software. 

DigitalRoute Support data policy

When requesting Support Services, the Customer shall the Customer shall ensure that the information provided to DigitalRoute in to DigitalRoute in a support ticket ticket (or otherwise) does not contain any  does not contain any information, which direct or indirect relates to indirect relates to an identified or identifiable natural person, such as namename, identification number, location data, online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person person (“Personal Data”) and/or any other sensitive, classified or otherwise protected or confidential information other sensitive, classified or otherwise protected or confidential information (“Protected Data”).    

In order for DigitalRoute to perform the Support Services  in connection with an incident, Customer mayfor DigitalRoute to perform the Support Services  in connection with an incident, Customer may, depending on the applicable incident and/or as requested by DigitalRoute in by DigitalRoute in each case, provide the  provide the following information in the support channel: 

Information that does not include any Personal any Personal Data or Protected Data: 

• Output of the

  “plist” mzsh command in order for DigitalRoute to verify

  “plist” mzsh command in order for DigitalRoute to verify the package version against the reported system version. 

• System statistics from the time of the incident. 

• Java version & runtime statistics. 

Information that may include Personal include Personal Data and/or Protected Data shall Data shall be cleaned or anonymized before providing the information to DigitalRoute according or anonymized before providing the information to DigitalRoute according to below: 

• All available logs for the time of the incident.

   Personal

   Personal Data and/or Protected

  Data may

  Data may via custom configuration,

   i

   i.e.,

   by

   by APL, be inserted into

  the System

  the System Log or the separate APL log. Such data must be removed from the log files before sending the log

  to DigitalRoute.  

  to DigitalRoute.  

• Together with the workflow configuration,

   DigitalRoute may

   DigitalRoute may ask for input usage data. Such usage data

  must not

  must not include any Personal Data and/or Protected Data,

   hence, the test files must be anonymized

   hence, the test files must be anonymized usage data files. 

• Thread and in memory data Java environment information.

   Thread

   Thread and memory data taken from a production system will

  include Personal

  include Personal Data and/or Protected Data (sensitive usage data)

   in

   in the form of UDRs.

   Thread

   Thread and in memory data should always be taken from a

  system not using Personal

  system not using Personal Data and/or Protected

  Data 

  Data (unsensitive usage data), e.g.,

   test files such as anonymized

   test files such as anonymized usage data files.

    

    

• Network

  traces 

...

• traces 

If DigitalRoute support requests any additional information other than those listed above, the  the Customer shall only provide information only provide information which is relevant for the applicable support case and shall ensure that such additional information does not contain any Personal ensure that such additional information does not contain any Personal Data or Protected Data.    

If, by  by accident, the Customer does provide Personal does provide Personal Data and/or Protected Data to DigitalRouteto DigitalRoute, Customer is responsible to immediately inform DigitalRoute. DigitalRoute will then delete all to immediately inform DigitalRoute. DigitalRoute will then delete all such data following established security processes. Should DigitalRoute Should DigitalRoute, on its own, discover that the Customer has provided Personal has provided Personal Data and/or Protected Data, DigitalRoute will delete such data following established security processes and  DigitalRoute will delete such data following established security processes and inform the Customer. 

Version history