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Support
Basic Open Source users will have access to Queplix Forum, where they will be able to download and review patches, enhancements, bug fixes and other new features provided by the open-source community. They will be able to post questions, look up solutions and share their experience with other members of the community.
Users will receive access to email support. Response time will be 24 hours.
Premium Support is available for 18% of License fees. Premium Support will entitle users to phone and email support. Premium Support users will also be given access to online support system, where they can enter trouble issues, look up history, resolutions and search FAQs and Solutions database. Response and Resolution times for Premium Support users are as follows:
| Initial Response | Status Frequency | Resolution | Permanent Solution | Critical | Within 1 hour (7 days x 24 hours per day) of logging the problem | Daily | Continuous effort until Patch or Work Around is delivered and accepted by Licensee. | Permanent Work Around or fix incorporated in upcoming maintenance release at discretion of Queplix quality and release management. | Serious | Within 4 business hours of logging the problem | Within 2 Business Days
| Continuous effort during business hours until {patch or Work Around is delivered.} Prioritized after Critical. | Permanent Work Around or fix incorporated in upcoming minor or major release at discretion of Queplix quality and release management. | Moderate
| By the next Business Day | Weekly or as agreed | Quarterly | Permanent Work Around or fix in a future release at discretion of Queplix quality and release management. | Low | Within 5 Business Days | Quarterly | On a selected basis | Permanent Work Around or may be fixed in a future release at the discretion of Queplix quality and release management. |
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