Introduction
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The table below provides an overview of the different Support Service categories;
Deliverable | Regular | Extended | Sustained |
|---|---|---|---|
Upgrades |
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Bug fixes on Major and Minor |
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Bug fixes
(For the highest severity level only)
|
| ||
Bug fixes on Critical |
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|
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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 |
|
|
| |||
Third Party Software Maintenance |
|
|
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Support of the Software configuration |
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|
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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 For all other severity levels, the SLA is no longer applicable (i.e. voided) and no workarounds are provided and bug fixes are done in newer versions of the Software.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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