Support Policy

Overview

This policy applies to the current product only based on your account support level and active status of your account.

The Maintenance and Support Policies are subject to change at Aquevix’s discretion.

Support Levels

Basic Level Maintenance

The key features of this level support are:

• Web based self service portal to file issues, track progress and close issues available at: http://projects.aquevix.com
• Initial Response to support requests within 3 business days.
• Resolution Response Time Goal of 3 business days for Severity Level 1 problems and with other problems addressed in subsequent maintenance releases.
• Maintenance release target of every 4rd week. In certain cases the release dates may change.
• Bugs in 3rd party libraries will be addressed as per their support policy.
• Basic support is provided via projects portal and emails only.

Premium Level Maintenance

The key features of this level support are:

• Phone, Email and Web based support. Use our self serve portal to file issues, track progress and close issues available at: http://projects.aquevix.com
• Account manager for direct support requests.
• Initial Response to support requests within 1 business days.
• Resolution Response Time Goal of 1 business days for Severity Level 1 problems and with other problems addressed in subsequent maintenance releases.
• Maintenance release target of every 4rd week. In certain cases the release dates may change.
• Bugs in 3rd party libraries will be addressed as per their support policy.

Problem Reporting Checklist

To help us serve you quickly and efficiently, please take a few minutes to gather some information before contacting support. We will ask you for:

1. Browser, Browser version and Operating System version.
2. Time of day when the problem occurred.
3. Relevant Screenshots that demonstrate the problem if possible.
4. Call Stack or Stack trace if visible.
5. Input that was made to reproduce the problem.
6. Output received when problem occurred.
7. Detailed steps to reproduce the problem.

Support Channels

Support is available via the following channels. The mix of channels available varies by support level offering.

Please use the link inside your application to contact support. Please have the as much information as possible, so we can better serve you.

For issues beyond application or if you are having trouble logging into the application please contact us at the above email address.

Maintenance and Support Period

Maintenance and Support period is only effective for the duration of your account.

Definitions

Defect

A defect is any error, unexpected result, or incorrect behaviour that deviates from the expected result or use as per the original requirements (or subsequent accepted changed requirements of the project). Architectural modifications in subsequent application releases or failures resulting from the use of undocumented application behaviour, or use in an unplanned way or use on unsupported platforms will not be classified as a defect. Any changes done by client on server side, code, configuration or associated software/services are also not classified as defects.

Defect Resolution

In order to verify a defect or problem report, Aquevix may require a small but complete test scenario that can be tested consistently in demonstrating the problem. This test case must be reproducible and require no other third party software. The severity guidelines below assume that a defect can be reproduced in-house. If Aquevix cannot reproduce the bug in-house, the customer may be directed to paid services for additional assistance regarding services and mentoring that falls outside of the scope of Support. The time required to create, debug, install, or update any test cases will be excluded from any stated resolution time goals.

Initial Response Time Goal

The time for a return call from Aquevix to the supported application to acknowledge the receipt of the defect or problem report.

Resolution Response Time Goal

The average time required to provide a documented fix, recommend a workaround, or target the date of availability for a workaround or fix that restores full functionality to the application using best efforts.

Workaround

To resolve unexpected or undesirable behaviour, support engineers may provide workarounds or suggestions for modification of the application or customer code or settings to resolve the reported problem or defect. Workarounds are supplied through the best efforts of the support team and may represent changes in application code that have not been fully certified or tested. Any code modifications, suggestions, or workarounds are presented “as-is” without any express warranty or claim of compatibility.

Severity Definitions

Aquevix categorises the issues as follows:

Severity Level 1

The problem causes a live deployed production application to stop, crash or cease to function. Work cannot reasonably continue, the application is mission critical to the business and the situation is an emergency requiring immediate attention towards resolution.

Severity Level 2

The problem severely restricts the functionality of the application within a live deployed production application, but the production application can continue to run/operate. A workaround may be provided to improve the working of the application.

Severity Level 3

The problem restricts the functionality of the application within a live deployed environment and/or significantly impedes pre-deployment staging efforts. Severity Level 3 problems include a degradation of reliability or performance or limited access to a non-critical function of the application. Severity Level 3 problems include those for which a workaround had been provided, but for which a permanent improvement is still necessary.

Severity Level 4

The problem does not significantly restrict the functionality of the application within a live deployed environment and/or has only a minor impact on pre-deployment staging efforts.

Server Management and Maintenance

Server management and maintenance may require small amounts of downtime. While we try to keep these extremely conservative and do our best to provide advance notification, sometimes these are not preventable. During such times you may not have access to your account or may only have read only access. We try to maintain a 99.9% uptime goal/year.

For onsite software deployments, physical server management is not provided by Aquevix. This requires support from VPS or Dedicated hosting providers. Any issue that requires server support will not be resolved in the timeframes mentioned above and will require additional time as per the support from hosting providers.