Introduction
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The following table shows the contents of Support Services;
Support Service Item | Description |
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Troubleshooting for product incidents and problems | Provide expert competence to analyse reported incidents and identify cause of faults. |
Root Cause Analysis for incidents and problems | Analyse, isolate and report the main cause of an incident. The report shall identify system faults of indicate potential cause of fault resulting from interfacing systems. |
Recommendations for incidents and problems | Following the discovery of the Root Cause Analysis, provide recommendations for fault correction and prevention best suited. |
Periodic SLA performance reporting | The provision of expertise for troubleshooting and incident resolution is agreed in SLA. The service includes periodic reporting of its SLA performance for the benefit of the Customer. |
Workaround for incidents and problems | Incident handling prioritizes the minimization of impact on Customer operations. As such the Service shall provide a workaround, when possible, to minimize impacts due to underperformance of the product. |
Permanent bug fixes for incidents and problems | The Support Service shall continue with incident resolution beyond the immediate workaround to ensure that a stable and lasting bug fix is put in place if such fix is possible to realize. |
Test of corrections to incidents and problems | Workarounds and bug fixes to an incident are thoroughly tested and validated in line with DigitalRoute’s design practices before their activation. |
Support Channels
The Support Services are provided remote via:
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The table below provides an overview of the different Support Service categories;
Deliverable | Regular | Extended | Sustained |
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Upgrades |
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Bug fixes
(For the highest severity level only) Bug fixes on Major and Minor |
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Bug fixes on Critical |
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SLA Commitment on Major and Minor |
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SLA |
Commitment on Critical |
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Trouble Shooting and Route Cause Analysis |
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Third Party Software Maintenance |
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Support of the Software configuration |
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Regular support
The Regular Support is provided as Standard Support or as Enhanced Supportas Standard Support or Enhanced Support, or as specificality agreed as specifically agreed to with the Customer in a support agreement.
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
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 Usage Engine Private Edition, passed its end of Regular Support date, or as otherwise agreed upon with the Customer in a specific 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 (i.e. Critical in the Regular Support). For all other 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 fixes or workarounds, regardless of the severity level, in any third-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 Usage Engine Private Edition, 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 provided and all bugs fixes 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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Changes
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Link
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2.0
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Current Version
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Added Support Data Policy
Clarified the various categories of support
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PDF
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2022/11/01
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1.0
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Old Version
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