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Introduction 

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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. 

DigitalRoute’s Release and Support Lifecycle policy and conditions 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”. 

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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 For all other severity levels, the SLA is no longer applicable (i.e. voided) and no workarounds are provided and bug fixes are done in newer versions of the Software.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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