Support Services Plan

The purpose of the Support Services Plan is to provide guidelines on product urgency, turnaround defect fixing time, and definition of what types of issues are escalated to the Licensor on general application or technical questions. It is understood that needs may vary greatly over the course of usage of the Software and as new releases are offered. It is also understood and agreed that Licensor shall only provide second tier support to Licensee and that Licensor shall not provide any maintenance or support to Licensee’s customers or Clients. Prior to contacting Licensor, Licensee will have this information available to expedite the support process:
  • Version of the product currently in use
  • Database platform and corresponding version
  • Operating environment (Licensee’s PC and network)
  • A detailed description of the problem
  • Urgency (see below)
How to define priority
  • High – Licensee is in production, and the Software is down. No one has access.
  • Medium – Licensee is in production and is able to use the system, but needs help with a problem/question.
  • Low – Licensee is installing the software and is not in production.
Defects Product Management, along with representatives in Support and Client Advocacy, will prioritize Licensee’s alleged defect for a future maintenance or scheduled major product release, unless the defect has left Licensee unable to use the Software. Licensor’s support specialist makes every reasonable attempt to give Licensee a work-around to bridge the time between when the issue is reported and when Licensor can schedule the fix into a release. The factors that go into this decision by Licensor are based on:
  • The severity level of the issue.
  • How many other clients have reported the issue.
  • The degree of impact the fix would have on the rest of the program code and user base.
Some fixes impact many areas of the program and are often held for a scheduled major product release rather than a maintenance release. The Senior Support Specialist of Support Services determines severity levels at the time the defect is reported and verified. Defect severity levels are:
  • Fatal (Emergency Bug Fix)
  • Severe
  • Medium
  • Low
Fatal Any one of these results will cause the issue to receive the highest priority eligible for emergency bug fix.
  • System consistently crashes and there is no work-around
  • Major function that would impact a majority of the customer base and there is no work-around
  • Critical calculations are not correct and there is no work-around
Severe Any of these results may cause the issue to be given high priority depending upon the overall impact of the problem.
  • System crashes on a consistent basis and there is a work-around possible
  • A feature of function is out of compliance and there is a work-around possible
  • Major function is not working (e.g., you are unable to save new data) and there is a work-around possible
  • Several clients are impacted and there is a work-around possible
Medium Will result in the issue receiving medium priority
  • Minor functionality error and work-around exists
Low Will result in the issue receiving low priority
  • User interface problems occur (e.g., a field label is being truncated or a spelling error appears)
  • Does not affect client’s ability to process information
Response Times Exago will use commercially reasonable efforts to address support issues in accordance with the response times listed below.
TypeAcknowledgement*Resolution Time
Fatal1 dayContinuous commercially reasonable efforts to deliver a solution within 2 days of acknowledgement
Severe2 daysContinuous commercially reasonable efforts to deliver work-around within 4 days of acknowledgement. Final fix delivered in a subsequent release
Medium5 daysWork-around already exists. Final fix delivered in a subsequent release.
Low10 daysA future scheduled release

* Acknowledgement refers to researching the defect and determining if it can be replicated at Licensor’s location.