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Each of the Entegrity Maintenance Plans is designed and focused
on the needs of high-end customers and differ mainly in the
degree and scope of when and how you have access to the service.
Each Maintenance Plan has a set number of Technical Contacts.
A Technical Contact is a person at your organization who contacts
Entegrity Technical Support with support questions. By designating
specific contacts, you help Entegrity to authenticate and
respond properly to customers reporting problems.
30-Day Support
This plan is provided free of charge to all customers. It
is designed to provide assistance to customers who are new
to Entegrity products or who are having trouble with a newly
delivered version of the product.
| Length
of Coverage |
30 days, starting two weeks after the product
is shipped. |
| What
is Covered |
- Product installation
- Product licensing
- Server configuration (including third party pre-requisites
when necessary)
- All client configuration
- Running the supported sample programs
|
| Number of
Technical Contacts |
One |
| Hours of
Coverage |
Standard Support Hours (see Hours
of Coverage) |
| Restrictions |
Does not substitute as coverage for any
previously purchased product where actual development
or product deployment issues may exist. |
Standard Support
Customers should consider supplementing their purchase with
at least the coverage made available with a Standard Support
contract. This plan offers complete product coverage during
normal business hours.
| Length of
Coverage |
Twelve (12) months |
| What is Covered |
- All product-related questions and problems listed
under initial 30-day support
- Installation, licensing, and configuration
- Any questions pertaining to application development
and/or deployment using any of your Entegrity products
- Administration
- API-level questions and problems
- Application integration and usability
- All software patches and updates
- Unlimited phone and email support during Standard
Support Hours
- Access to all secured WWW and FTP services
|
| Number of
Technical Contacts |
Three |
| Hours of
Coverage |
Standard Support Hours (see Hours
of Coverage) |
| Restrictions |
Support is limited to questions and problems
that are directly related to Entegrity product usage and
development, and cannot be substituted for application
consulting purposes, as described in the Consulting
Services section of the description of Premier Support. |
Extended Support
Extended Support is for customers who have mission-critical
deployments of Entegrity Client and/or Server-based applications
that require access to Entegrity Technical Support around
the clock. This plan covers critical problems where the problem
or failure is preventing an operation from continuing.
| Length of
Coverage |
Twelve (12) months |
| What is Covered |
- Critical problems (Severity Level 1, defined in
Problem Severity)
where the problem or failure is preventing an operation
from continuing
- All non-critical product-related questions and problems
(Severity Level 3 and 4, defined in
Problem Severity) available through Standard Support
|
| Number of
Technical Contacts |
5 |
| Hours of
Coverage |
- For critical problems: 24 hours a day, 7 days a
week
- For non-critical problems and application development
questions: Standard Support Hours (see Hours
of Coverage)
|
| Restrictions |
Severity Level 3 or 4 issues (defined in
Problem Severity) are covered only during Standard
Support Hours (see Hours
of Coverage)
Installation, configuration, general functional questions,
or simple product assistance at hours that are convenient
to the customer, but outside the normal hours of Support
coverage
|
Premier Support
The Premier Support plan includes all the benefits of Extended
Support, plus a dedicated Support Engineer and limited free
consulting services.
| Length of
Coverage |
Twelve (12) months |
| What is Covered |
- Same as for Extended Support
- Up to 5 days of on-site consulting per one-year
contract
- Up to 10 telephone consulting incidents per one-year
contract
|
| Number of
Technical Contacts |
5 |
| Hours of
Coverage |
Same as for Extended Support |
| Restrictions |
- Severity 3 or 4 issues (defined in
Problem Severity) are covered only during Standard
Support Hours (see Hours
of Coverage)
- Installation, configuration, general functional
questions, or simple product assistance are covered
only during Standard Support Hours (see Hours
of Coverage)
- Days of consulting not used during one year cannot
be transferred to the following year
- Unused consulting incidents after the annual expiration
date are not carried forward
- Consulting services must be scheduled in advance.
- Entegrity Technologies reserves the right to decline
significant enhancements to the product or to defer
the change to the next major product release. If Entegrity
Technologies chooses to decline an enhancement, you
have the option to contact Professional Services and
discuss making the changes for a separate fee.
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Entegrity identifies a Support Engineer who will be available
as your advocate within Entegrity. It is not necessary to
use this dedicated contact every time, but if you have a critical
situation that requires we expedite it, or if you are not
getting the level of service you have come to expect, you
have a contact who is there to help.
A consulting incident is an application consulting
or design or code review that requires the skills of the Entegrity
Solutions Professional Services organization. Examples of
questions that could result in consulting incidents include,
but are not limited to, the following:
- How would I solve my need to provide secure data to my
XYZ Department?
- What technologies would I use to begin building my application?
- How do I use the Entegrity features in my application?
- How do I debug my application problems?
Note: Whether
a problem is a single consulting incident or multiple incidents
is at Entegrity's discretion.
For more information on consulting services, see the
services area of the Entegrity main web site.
Hours of Coverage
| Standard
Support |
Monday through Friday
U.S. 8:00 a.m. - 6:00 p.m. Eastern Time
Excluding holidays
|
| Extended
Support, Premier Support |
Critical problems: 24 hours a day, 7 days
a week
Non-critical problems: Same as Standard Support hours
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During off-hours, you may still:
- Access a complete set of services on our Support Web Site
(http://support.entegrity.com). For example, you may read
or download documentation, search technical notes, and so
on.
- Send an email message with a description of your problem
or fill in a support incident form (available on the Support
Web Site).
- Leave voice messages in our support mailbox.
Entegrity Technical Support responds to email and voice messages
by the next business day.
The problem severity classification is a designation
of the severity of the problem being reported.
You have the primary responsibility for setting
the severity level for each problem according to its business
impact. When you contact Technical Support, you and the Support
Engineer will agree on and assign a severity classification
to your problem. The following guidelines are used in determining
severity.
| Severity
Level |
Impact
|
| 1
(Critical) |
No work can be done, data is unavailable,
or data is corrupted.
System, server, or critical application is down and
the situation has a severe impact on customer production
and/or profitability. For example, a repeated server
crash, client failure to contact a service, catastrophic
client failure, or other critical downtime problems
where Entegrity product behavior is suspect.
|
| 2
(Severe) |
Some important feature or function is disabled.
High-impact problem where production is proceeding,
but in a significantly impaired fashion. A time-sensitive
issue important to long-term productivity.
|
| 3
(Significant) |
Non-essential functions or features are
disabled or not available.
Important issue which does not have severe productivity
impact.
|
| 4
(Minimal) |
Issue requiring no further action beyond
monitoring for follow-up. |
Purchasing Maintenance Plans
If you purchased your Entegrity
product from a reseller, contact your reseller for information
on purchasing maintenance plans. If your reseller does not
offer technical support, contact Entegrity
Solutions.
Fees
For pricing, contact
our Sales team.
When you purchase your plan, you must register with Entegrity
Technical Support so that Entegrity has the necessary contact
information. (You may register
online.) When you register, you will receive information
on how to contact Entegrity Technical Support.
Product Upgrades, Updates, and Patches
Major upgrades, minor updates, and product patches
are provided free of charge to DCE/DFS customers with valid maintenance
plans. Customers without valid maintenance plans must obtain
a quote. For pricing, contact
our Sales team.
You can find out when these updates are available from the
Entegrity Technical Support web site Patches
page. The web page includes a description of what functionality
is being added or what problems are being fixed and instructions
on obtaining and installing the upgrade or patch.
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