Differences

This shows you the differences between two versions of the page.

--- cloudappliance/support [2018_08_31 15:59] – jim
+++ cloudappliance/support [2020_01_16 15:06] – jim
@@ Line 1: / Line 1: @@
 ====== 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:
@@ Line 6: / Line 7: @@
-  * **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. The default is standard / basic support.
 \\
-  * **SOFTWARE** - The SME Enterprise File Share and Sync Appliance and associated software.
+  * **SOFTWARE** - The SME Enterprise File Fabric and associated software.
 \\
   * **BUG** means a failure of the SOFTWARE to perform as specified in the applicable Product Description and/or Wiki documentation and/or Installation Guide and/or defective software distribution media.
@@ Line 25: / Line 26: @@
   * **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.
+A copy of the latest File Fabric support agreement for Enterprise customers can be downloaded [[https://storagemadeeasy.com/files/a06d5b36eb7223456caf34895012b617.pdf|here]].