Scope
For the remainder of this policy, the terms "support" and "support services" shall refer to "support and consulting services".
The following describes Intrinsyc Software's standards and procedures for J-Integra® support services and packages. Intrinsyc will provide all levels of support to their customers (i.e. End Users that have purchased directly from Intrinsyc). In cases where third parties are dealing with the End User, then a division of the support obligations and activities is required between Intrinsyc and the third parties involved.
Duties and Limitations
Support shall be provided for the purpose of investigating errors resulting from the use of J-Integra® in an End User or commercial application. Any such errors must be reported and documented by Customer via email. Intrinsyc will acknowledge to Customer receipt of a reported error and will verify Customer-detected errors, provided that the error can be recreated with an unmodified release of the Programs and Libraries.
Intrinsyc will use commercially reasonable efforts toward development of a fix or work-around for the error. Customer shall submit to Intrinsyc a listing of output, code, a clear description of the problem, error message(s), information regarding the equipment and operating system on which the J-Integra® Programs and Libraries are loaded, and any other data that Intrinsyc reasonably may request in order to reproduce the conditions under which the error occurred.
Intrinsyc will be responsible only for supporting J-Integra® Programs and Libraries and not for Customer's own software application. At its sole discretion, Intrinsyc may cease providing support services or limit availability of such services to Customers who, in Intrinsyc's reasonable judgment, are abusing the customer support system. By way of example and not by way of limitation, such abuse may include excessive requests for assistance unrelated to errors in the J-Integra® Programs and Libraries or lack of cooperation with the reasonable requests of Intrinsyc personnel for error documentation.
Support Services (Software Maintenance Subscription)
This section describes the services that apply to customers who have subscribed to Software Maintenance.
1. Hours of Operation
Support services are provided Monday through Friday, 09:00 to 17:00 PST/PDT. Additional hours of operation (including 24x7 support) are available via a custom agreement.
2. Priority Support
Priority email support will be given to customers with a current Software Maintenance subscription. These questions will be treated with higher priority than evaluation (pre-sales) support questions.
Additional Support Services (Silver/Gold Support Packages)
This section describes the additional services that apply to customers who have subscribed to Software Maintenance and purchased a Silver or Gold Support Package.
1. Hours of Operation
Support services are provided Monday through Friday, 09:00 to 17:00 PST/PDT. Additional hours of operation (including 24x7 support) are available via a custom agreement.
2. Priority Support
Priority email/phone support will be given to customers who have purchased a Support Package. These questions will be treated with higher priority than questions coming from customers with Software Maintenance but no additional Support Package.
3. Guaranteed Response Times
Customers who have purchased a Support Package will receive a response to their request within one (1) business day (typical response times average 1-2 hours during normal business hours). The response time will apply to the first request received and to ongoing requests. Depending on the complexity of the issue, a complete resolution may require a communication exchange between the customer and the Intrinsyc support engineer assigned to the case that spans several days.
4. Phone Support
Phone support is available to customers who have purchased a Support Package. Phone support will include consultation on the operation and utilization of the J-Integra® product(s) and will be provided in English.
5. Access to Senior Engineering Staff
Customers who have purchased a Support Package will have access to Intrinsyc's Senior Engineering Staff in order to receive an expedient resolution to their support request.
Support Incidents
(a) A single support incident is defined as a question or request for help from a customer (submitted either by email or telephone) that cannot be resolved by directing the customer to existing product documentation or examples.
(b) If a customer's support request cannot be closed within 10 business days, the Intrinsyc Support Manager will discuss with the customer two possible steps:
- The incident will be closed because it is not a critical problem for the customer or it is considered a bug or new feature. If it is considered a bug, it will be logged to a bug database and Intrinsyc and the customer will discuss its severity and timing regarding if and when it will be fixed. Should the incident turn out to be a bug in the J-Integra® product, a support incident will not be deducted from the customer's support package. If the incident is considered a new feature, it will be included in a list of potential candidates for a future release of the product; or
- The incident is escalated into a formal engineering consulting project and the customer agrees to engage the Intrinsyc Engineering Team to investigate, develop, and/or recommend a resolution.
Access to New Releases and Bug/Patch/Fixes
Following the release of any new Product version, the immediately preceding version will continue to be supported for a total of six (6) more months. In addition, Bug/Patch/Fixes will only be applied to the most recent version of the software (or previous version subject to the six month limit described above). Customers must be subscribed to Software Maintenance before they can gain access to new versions or Bug/Patch/Fixes that resolve a support incident.
Obsolescence Policy
1. Product(s) Removed From Sale
(a) A Product version will be "Removed From Sale" immediately after the next Product version is available, and will be assigned "Obsolete Product" status six (6) months later. The product SDK will remain available for download for an indefinite period of time.
(b) In the event that a customer still wishes to continue with the "Obsolete Product", it will be at the discretion of Intrinsyc whether or not it will attempt a Bug/Patch/Fix. If Intrinsyc proceeds, it will be done as a Professional Service charged in accordance with Intrinsyc's rates.
2. Forward/Backward Compatibility
(a) Intrinsyc's J-Integra® design philosophy is based on providing forward/backward compatibility for as long as is practically possible.
(b) Intrinsyc will ensure backward compatibility for product releases with the same initial ordinal in the Product nomenclature (e.g. v2.x). Best efforts will be made to provide backward compatibility between product releases with a different initial ordinal in the Product nomenclature (e.g. upgrading from v2.x to v3.x).