Introduction
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- Remote support for problem determination, analysis, and resolution
- Access to Service Packs, Patches and/or workarounds to solve errors and bugs in the Software
- Access to knowledge databasearticles via customer service portal
- Access to Minor and Major releases
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- 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 be in either (i) Regular Support, (ii) Extended Support or (iii) Sustained Support. The scope of the different categories is set out in this section, unless otherwise agreed between the Parties in writing.
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The table below provides an overview of the different Supportsupport Service categories;
Deliverable | Regular | Extended | Sustained |
|---|---|---|---|
Upgrades |  |
|
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Bug Fixes |
on Major and Minor |
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|
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| Bug Fixes on Critical | | |
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SLA on Major and Minor |
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|
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| SLA |
| on Critical | | |
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Troubleshooting and Route Cause Analysis |
|
|
| |||
| Third-Party Software Maintenance | | | |
| Support of the Software |
| Configuration | | | |
Regular support
The Regular Support is provided as Standard Support or as Enhanced Support, or as specificalityspecifically agreed to with the Customer in a support agreement.
Standard Support 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
The Enhanced Support Service is provided 24x7x365.
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Extended Support is available when the Software version in production has, as per Release and Support Lifecycle MediationZone, passed its end of Regular Support date, or as otherwise agreed upon with the Customer in a specific support agreement.
Extended Supportmust 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 (i.e. Critical in the Regular Support). For all other severity levels, the SLA is no longer applicable (i.e.voided) andno workarounds are provided and bug fixes are done in newer versions of theSoftware.The Extended Support furtherexcludes bug fixes or workarounds, regardless of the severity level,in anythird-party products included in the Software.
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Sustained Support is available when the Software version in production has, as per Release and Support Lifecycle MediationZone, passed its end of Extended Support. Sustained Support must be agreed upon in writing between the Customer and DigitalRoute. This support excludes any commitments on the SLA, i.e. workarounds are not providedand all bugsfixes will be fixed in the newest Software version.The Sustained Support further excludes bug fixes or workarounds, regardless of the severity level,in any third-party products included in the Software.
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If, by accident, the Customer does provide Personal Data and/or Protected Data to DigitalRoute, Customer is responsible to immediately inform DigitalRoute. DigitalRoute will then delete all such data following established security processes. Should DigitalRoute, on its own, discover that the Customer has provided Personal Data and/or Protected Data, DigitalRoute will delete such data following established security processes and inform the Customer.
Version history
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Date
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Version
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Comments
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- Added Support Data Policy
- Clarified the various categories of support
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| View file | ||||
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2022/11/01
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1.0
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Old Version
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