Support Service Descriptions
Introduction
This document provides an overview of the general Support Services offered by DigitalRoute for the Software. The applicable Support Services will be agreed upon between DigitalRoute and the Customer.
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
- Access to Service Packs, Patches and/or workarounds to solve errors and bugs in the Software
- Access to knowledge articles via customer service portal
- Access to Minor and Major releases
The following table shows the contents of Support Services;
| Support Service Item | Description |
|---|---|
| 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:
- 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 Lifecycle MediationZone”.
The table below provides an overview of the different support Service categories;
Deliverable | Regular | Extended | Sustained |
|---|---|---|---|
Upgrades |  |
|
|
Bug Fixes on Major and Minor |
|
|
|
| Bug Fixes on Critical | | |  |
SLA on Major and Minor |
|
|
|
| SLA on Critical | | | |
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 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.
Extended support
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 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.
Sustained support
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 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.
DigitalRoute Support data policy
When requesting Support Services, the Customer shall ensure that the information provided to DigitalRoute in a support ticket (or otherwise) does not contain any information, which direct or indirect relates to an identified or identifiable natural person, such as name, 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 (“Personal Data”) and/or any 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 may, depending on the applicable incident and/or as requested by DigitalRoute in each case, provide the following information in the support channel:
Information that does not include any Personal Data or Protected Data:
- Output of the “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 Data and/or Protected Data shall be cleaned or anonymized before providing the information to DigitalRoute according to below:
- All available logs for the time of the incident. Personal Data and/or Protected Data may via custom configuration, i.e., by APL, be inserted into the System Log or the separate APL log. Such data must be removed from the log files before sending the log to DigitalRoute.
- Together with the workflow configuration, DigitalRoute may ask for input usage data. Such usage data must not include any Personal Data and/or Protected Data, hence, the test files must be anonymized usage data files.
- Thread and in memory data Java environment information. Thread and memory data taken from a production system will include Personal Data and/or Protected Data (sensitive usage data) in the form of UDRs. Thread and in memory data should always be taken from a system not using Personal Data and/or Protected Data (unsensitive usage data), e.g., test files such as anonymized usage data files.
- Network traces
If DigitalRoute support requests any additional information other than those listed above, the Customer shall only provide information which is relevant for the applicable support case and shall ensure that such additional information does not contain any Personal Data or Protected Data.
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.