MatchPoint Support Services Description

Transcription

1 MatchPoint Support Services Description CYCL AG Version 3.4 Disclaimer The complete content of this document is subject to the general terms and conditions of CYCL as of April The client confirms to have received and agrees with the general terms and conditions of CYCL. This document or parts of it are the property of CYCL and must not be disclosed to third parties without written permission of CYCL.

2 Content 1. Introduction CYCL Community Tech Support... 3 Support options... 3 Support fees... 3 Support benefits... 4 Support coverage... 4 Hours of operation... 5 Stand-by support (not included in SA, PS, PSE)... 5 Accessing CYCL support services... 5 Live support... 5 Support engineers... 5 Technical support consultants... 5 Reception time... 6 Reaction times... 6 Response times... 6 Required information... 7 Classification... 7 Severity... 7 Registered contacts... 8 Fair use provisions... 8 Synchronizing contract renewal dates... 9 Partial cover not permitted... 9 Continuous coverage... 9 Product upgrade fees... 9 Termination... 9 Renewal grace period Product Lifecycle Support (MatchPoint only) Versioning conventions...10 Supported MatchPoint versions...10 Support of future SharePoint versions...11 Version updates must be applied...11 Non-production licensing...11 Temporary migration licensing page 2 of 11

3 1. Introduction For its software products, CYCL is providing a number of support services, which include: MatchPoint Community: our hub for information and interaction Tech Support: offering a range of options such as Software Assurance and Premium Support Product Lifecycle Support: defines supported versions of MatchPoint and SharePoint as well as migration procedures These Services are further specified and conclusively described hereinafter. 2. MatchPoint Community The MatchPoint Community is the most important hub for information and interaction between Customers, Partners and CYCL. To actively participate, users need to register. Blog: The CYCL team and selected guest writers post blogs about technical and nontechnical aspects and other topics. The blog is a great resource for application examples, best practices and ideas Forum: Technical questions can be posted to the forum to get answers and solutions from the community Downloads: Partners find installation files, demo environments, technical documentation, white papers and marketing material for download in this section Support: Customers and Partners can open support requests and provide information about issues 3. Tech Support Support options CYCL provides technical support for CYCL software products in the form of Software Assurance (also known as maintenance), Premium Support and Premium Support Enterprise. Software Assurance includes standard software assurance benefits and support services. Premium Support and Premium Support Enterprise are additional options providing elevated service levels and benefits. Software Assurance is a prerequisite for Premium Support and Premium Support Enterprise. Support fees Software Assurance (SA), Premium Support (PS) and Premium Support Enterprise (PSE) are annual subscriptions calculated as a percentage of the current list price of the associated license at the time of quoting or renewal. Support requests not covered by either SA or PS are charged on a time and material basis upon closure of the request. Priority surcharges might apply. page 3 of 11

4 Service Daily rate CHF Daily rate EUR Support ' Daily rates are based on 8.0 working hours per day. Effort is billed in increments of 15 minutes. Prices excl. MWST Support benefits Offering Software Assurance Premium Support Premium Support Enterprise New software releases - - Migration tools - - Tech blog - - Support forum - - Technical support for bugs - - Live support - - One free developer license - - per production license Reaction and response time (SLA) - - Extended technical support - Unlimited free developer licenses - Priority surcharge waiver - Reduced consulting rates - - * Proactive support - - ** Steering committee - - ** Free private builds - - ** Free self-paced training - - ** Free stand-by support - - ** * Please refer to the CYCL Professional Services Description ** Please refer to the CYCL Volume Based Enterprise Service Description Support coverage The support services provided under CYCL support agreements (either SA, PS, PSE) cover the following: Incidents attributable to faults in CYCL software Incidents pertaining to the use, installation, configuration, or troubleshooting of CYCL software (PS and PSE only) Incidents regarding configuration of operating systems and host systems for the optimal operation of CYCL software (PS and PSE only) All other services are considered out of scope, including, but not limited to: Information and advice pertaining to the use, design, configuration, or troubleshooting of Microsoft, third party, or open standards based technology, such as XML, HTML, SharePoint, Active Directory, Exchange, Lync, middleware, SQL and network connectivity page 4 of 11

5 On-site support activities Consulting and training regarding conceptual, architectural, best practice, technical and operational questions (subject to a separate agreement on Consulting Services) Hours of operation The CYCL support centre operates from Monday to Friday during CET business hours (09:00-12:00 and 13:30 to 17:00, +/- 1 hour due to daylight saving zones). The support centre is closed on gazetted Swiss holidays. Stand-by support (not included in SA, PS, PSE) Upon request, CYCL provides stand-by support for critical operational tasks, such as deployments of SharePoint and Office365 release upgrades, solution packages and the like. During the day of deployment and up to 24 hours after deployment (max. 48 hours per event), elevated readiness will be provided by CYCL even outside CYCL s hours of operation. Requests for stand-by support must be submitted to CYCL at least 10 work-days in advance. Stand-by support is charged at CHF 1'500.-/EUR 1'200.- per event (not including interventions). Accessing CYCL support services CYCL support services are available to registered Partners and Customers with (at least) a current Software Assurance agreement or on a per incident or on an hourly fee basis as applicable. Support tickets are logged in the support section of the CYCL Community Portal. All support activities are tracked in the support ticket. notifications are sent when an activity status is changed or when an activity is completed. All communication with CYCL support is conducted in English or German. Live support Outbound telephone support and virtual meeting support will be arranged by CYCL technical support consultants when live troubleshooting of the Customer s systems is required. Support engineers Support engineers are members of the services team that are in charge of the support request handling. Technical support consultants Technical support consultants are members of the product development teams that are available to resolve escalated software fault incidents (commonly referred to as Level 3 support). page 5 of 11

6 Reception time The reception time is defined as the point of time a support request comes in during normal hours of operation. Outside hours of operation, the reception time is set to the beginning of the hours of operation of the following working day. Reaction times The reaction time is the period after the reception time in which a confirmation of the entrance of the support request is sent to the requester. A support engineer is analyzing the request and performs a completeness check (see Requested information ). As soon as all required information has been delivered by the requester, CYCL will try to reproduce the problem in a reference environment. If possible, a solution is delivered immediately and the request can be closed. For more complex requests that can t be solved immediately, CYCL will report back the results of the problem analysis as well as an estimate of the time and effort necessary to solve the problem. The requester can then choose to further process the request or close it (for example if the solution would cause high cost not covered by an existing support contract). Support priority is selected in the support request form and cannot be changed afterwards. The three priority levels Normal, High and Express are available. Normal High Express Reaction time 2 days 1 day 4 hours Priority surcharge - CHF 200.-/EUR * CHF 400.-/EUR *No surcharge for PS and PSE Customers Prices excl. MWST Response times CYCL support will provide a meaningful response to all support requests in accordance with the incident priority schedule below, in at least 90% of cases, subject to normal hours of operation. Meaningful response means that resolution of the issue has been progressed significantly and the Customer notified of the action plan to resolve it. Actual problem resolution is dependent on the nature of the problem, and the Customer taking all necessary actions in a timely manner. The listed response time also functions as the expected interval for follow up and escalation procedures. Should the issue resolution require a remote-access by CYCL, the Customer may grant such access. In case remote-access is not or not in due time granted, response times are not assured. Support priority is selected in the support request form and cannot be changed afterwards. The three priority levels Normal, High and Express are available. Normal High Express Response time 5 days 1 day 4 hours Status notifications as required daily daily/instantly page 6 of 11

7 Required information All support requests will be treated as an enquiry (see Severity ) and without specific reaction/response time unless the following information is provided: A full description of the problem, including any actions that initiate the problem state The business impact of the problem The version, edition and build numbers of all software components affected or involved in the affected system. For example, CYCL products, Microsoft SharePoint, Windows Server (including physical or virtual configuration), Microsoft SQL Server, Microsoft Internet Explorer Any applicable log files that help with diagnosis Any applicable screen capture images that help illustrate the problem General information such as the requestor s name, job title, organization name, location, and CYCL license number must also accompany all support requests. Classification With the completion of a support request, it is classified according to the nature of the problem. The classification is used to define the expected outcome. Classification Configuration Issue Known Issue Bug Not Supported SharePoint Issue Outcome Issue solved Documented, work-around Fix (depending on severity) Feature request No further action possible Bugs can retroactively be classified as Known Issues after consultation with the requester. In some exceptional cases it can happen that, due to SharePoint limitations, no fix is possible. Feature requests can be generated from a support request after consultation with the requester. A feature request is no guarantee for the feature being implemented. Feature requests for low or insignificant functionality will not compellingly be considered in the next immediate release. SharePoint issues can only be solved by CYCL in exceptional cases. Severity Support requests will be classified according to its severity. The severity is defined dependent on the impact of the SharePoint environment of the requester. Initially, it is established by the requester, but can be changed after consultation with CYCL while the request is being worked on. The severity defines what actions CYCL will take to solve a problem that is due to a bug. Severity Description Actions if bug 1 Critical Production use of the supported software is stopped or so severely impacted that Customer cannot reasonably continue Private hotfix page 7 of 11

8 work. Customer experiences a complete loss of service. The operation is mission critical to the business and the situation is an emergency. In cases where the failure extends beyond the operation of the CYCL software, Customer has made every effort to troubleshoot the Microsoft host systems, and the CYCL software has been identified as the root cause 2 Urgent Customer experiences a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion 3 Non Urgent Customer experiences a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality 4 Enquiry Customer requests advice, information, documentation, product updates, add-ons, tools, or suggest a software feature enhancement, but experience no loss of service Fix in next release Fix in next release or known issue Fix in next release or known issue Registered contacts CYCL does not limit the number of contacts that can be registered on the Community Portal, but it is highly recommended that Customers and Partners route support calls through an internal IT Level 1 support facility. Due to the nature of CYCL products as add-ons to Microsoft SharePoint or Office365, correct identification of CYCL issues, as opposed to Microsoft support issues, will require some technical expertise. Customers and Partners may incur additional service charges or support fee reviews if reliance on CYCL support as Level 1 help desk service exceeds fair use considerations (see Fair use provisions ). Fair use provisions CYCL may conduct fair use reviews on Customer and Partner accounts in order to ensure that support services are available to all Customers and Partners in accordance with expected service levels. Excessive consumption of support services may be identified with reference to the amount of support fees paid, and significant variations from the average consumption by comparable fee paying Customers/Partners. Customers or Partners found to be consuming support resources excessively will be contacted by the CYCL support manager. The CYCL support manager may make recommendations regarding the Customer s/partner s internal support procedures, configuration and maintenance of systems, training of personnel, or engagement of a registered Partner to perform additional services. page 8 of 11

9 If a Customer or Partner is unwilling to pursue any such remedies, and excessive usage continues, CYCL may revise the subsequent support renewal to require an upgrade to Premium Support or a per incident fee structure. Synchronizing contract renewal dates When a Customer with an existing Software Assurance or Premium Support agreement purchases additional licenses or upgrades existing licenses, the new agreement is to be synchronized to the existing renewal dates. The invoice value for the new agreement is calculated for the remaining portion of the period (pro rata temporis). Partial cover not permitted Software Assurance or Premium Support cover must be applied uniformly to all licenses the Customer holds for a product. Removing a subset of existing licenses from support can only occur as a result of retiring those licenses. In these circumstances, the Customer is required to provide certified evidence of license decommissioning. Continuous coverage Software Assurance coverage must be applied continuously from the invoice date of the associated license. Coverage is not allowed to lapse and cannot be reinstated. If Software Assurance is not purchased initially and renewed subsequently, this is considered a lapsed period. This applies to Software Assurance only, not to Premium Support. Product upgrade fees When upgrading an existing license to a higher edition or eligible superseding product, the upgrade fee payable is the price difference calculated on current list prices, regardless of the original purchase price paid. When a current Software Assurance or Premium Support contract is in effect, the upgrade fee is calculated likewise and then prorated for the remaining contract period. Termination Each Support Service (Software Assurance, Premium Support or Premium Support Enterprise) is contracted for at least twenty-four (24) months and is automatically extended by twelve (12) months if not cancelled in writing at least three (3) months prior to its expiry. Upon receiving a termination notice, CYCL will provide written confirmation of the termination date. In case of termination of the Software Assurance the right to use Coylgon products on nonproductive staging, development and test servers, expires with immediate effect. Further right of use can be obtained by acquiring a separate license for the corresponding server in this case. In addition, any active Premium Support or Premium Support Enterprise is terminated simultaneously. CYCL will not refund any prepaid fees. page 9 of 11

10 Renewal grace period Support services will continue to be available to Customers for a period of up to thirty days after the renewal date in the event that payment has not been received or processed before the renewal date. This provision is at the sole discretion of CYCL, subject to assessment of goodfaith and intent to pay. Such extension of service does not alter the coverage period or price of the renewal. 4. Product Lifecycle Support This section describes which versions of MatchPoint and SharePoint can be considered in the support and bug fixing process and which changes must be considered whilst upgrading existing solutions. Additionally a time frame is defined in which a compatibility consent or an obliging delivery date for MatchPoint during SharePoint updates can be expected. Versioning conventions MatchPoint versions follow the notation Major.Minor.Build.Revision (for example ). Version changes and impact on upgrade procedures can be determined according to the convention: Major release Minor release Build Example May contain bug fixes May contain new features May contain API changes -** - May contain configuration changes -** - Migration required* -** - *When the assembly version changes, API and architecture modifications are possible. **Minor releases for previous SharePoint versions might contain API and configuration changes. Supported MatchPoint versions The following Matchpoint versions are considered according to the support process and attended to with bugfixes. Current SharePoint version o The latest build of the latest minor release of the current major MatchPoint version Previous SharePoint versions still supported by Microsoft (in Mainstream Support Phase ) o The latest build of the latest MatchPoint version of this SharePoint version Other MatchPoint versions are only fixed with private hotfixes according to the support process page 10 of 11

11 Support of future SharePoint versions Within ten days after the official release date of a SharePoint service pack or infrastructure update, CYCL will obligingly communicate the appearance date of a compatible MatchPoint version. CYCL further guarantees to release a compatible MatchPoint version within 60 days after the official appearance date at the latest. Within 30 days after the official release date of a new SharePoint major release, CYCL will obligingly communicate the appearance date of a compatible MatchPoint version. Any Microsoft service packs, infrastructure and cumulative updates and hotfixes must only be installed after they have been officially approved by CYCL. Version updates must be applied Software fixes will be made available via product version updates. Customers must accept and apply the latest MatchPoint update and the Latest major SharePoint patch level in order to get support for any reported bugs or issues. Non-production licensing 1 Software Assurance subscribers each production license covered by Software Assurance is granted one equivalent non-production license while the cover is in effect. Premium Support and Premium Support Enterprise subscribers each production license covered by Premium Support or Premium Support Enterprise is granted an unlimited number of equivalent non-production licenses while the cover is in effect. Temporary migration licensing Software Assurance subscribers are entitled to run multiple major versions of the software concurrently during major version migrations. Temporary migration licenses are available free of charge within the support contract period, for a maximum of three (3) months. For periods exceeding three months, additional support cover must be purchased for the temporary migration licenses. 1 Note: in disaster recovery (DR) environments, hot and warm standby setups are considered productive, while cold standby setups are considered non-productive. page 11 of 11