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cloudappliance/support [2018_08_31 15:59] – jimcloudappliance/support [2020_01_16 14:58] – jim
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 ====== Enterprise Maintenance and Support ====== ====== Enterprise Maintenance and Support ======
 +Last updated on March 12, 2019.
  
 For Enterprise Appliance users the following shall be the definitions of various terms to be used with regards to support: For Enterprise Appliance users the following shall be the definitions of various terms to be used with regards to support:
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-  * **STANDARD SUPPORT** - Standard SME Support defined as 10 - 5 PM UTC.+  * **STANDARD SUPPORT** - Standard SME Support defined as 9 - 5 PM UTC.
 \\  \\ 
   * **SUPPORT SLA** - As defined by the customer contract.   * **SUPPORT SLA** - As defined by the customer contract.
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   * **ENHANCEMENT**: To add new features to the software as requested or to integrated or extend the software into a customers environment.   * **ENHANCEMENT**: To add new features to the software as requested or to integrated or extend the software into a customers environment.
   * **CONSULTING SERVICES**: Services provided to compliment Maintenance and Support with regards to product roll-out, integration with company infrastructure or software, or enhancement requests.   * **CONSULTING SERVICES**: Services provided to compliment Maintenance and Support with regards to product roll-out, integration with company infrastructure or software, or enhancement requests.
 +
 +Note that installing upgrades is outside the scope of support and requires a Professional Services engagement. 
  
  
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