Differences

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

--- cloudappliance/support [2020_01_16 15:04] – jim
+++ cloudappliance/support [2021_08_16 17:56] – jim
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 ====== Enterprise Maintenance and Support ======
-Last updated on March 12, 2019.
+Last updated on June 3rd 2021
 For Enterprise Appliance users the following shall be the definitions of various terms to be used with regards to support:
@@ Line 7: / Line 7: @@
-  * **STANDARD SUPPORT** - Standard SME Support defined as 9 - 5 PM UTC.
+  * **STANDARD SUPPORT** - Standard File Fabric Support. Terms as defined in the downloadable support agreement below.
-\\
+\\ \\
-  * **SUPPORT SLA** - As defined by the customer contract. The default is standard / basic support.
+  * **SUPPORT SLA** - As defined by the customer contract. The default is standard support as documented in the downloadable support agreement below.
-\\
+\\ \\
-  * **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.
-\\
+\\ \\
   * **PATCH** means a revision of the SOFTWARE designed to correct a BUG or environmental issue therein.
-\\
+\\ \\
   * **NEW RELEASE** means a new version of the SOFTWARE designed to improve or extend its performance and may incorporate a series of PATCHES and other changes and improvements.
-\\
+\\ \\
   * **SUPPORT**: To resolve day to day issues related to the software.
-\\
+\\ \\
   * **MAINTENANCE**: To provide patches and new releases as the software is updated.
-\\
+\\ \\
   * **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.
 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]].
+A copy of the latest standard File Fabric support agreement for Enterprise customers can be downloaded [[https://storagemadeeasy.com/files/2b14515f95ea63b619aad765ece2f9d6.pdf|here]].