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cloudappliance/support [2020_01_16 15:06] – jim | cloudappliance/support [2021_08_16 17:56] – jim | ||
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====== Enterprise Maintenance and Support ====== | ====== 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: | 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 | + | * **STANDARD SUPPORT** - Standard |
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- | * **SUPPORT SLA** - As defined by the customer contract. The default is standard | + | * **SUPPORT SLA** - As defined by the customer contract. The default is standard support |
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* **SOFTWARE** - The SME Enterprise File Fabric and associated software. | * **SOFTWARE** - The SME Enterprise File Fabric and associated software. | ||
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* **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. | * **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. | ||
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* **PATCH** means a revision of the SOFTWARE designed to correct a BUG or environmental issue therein. | * **PATCH** means a revision of the SOFTWARE designed to correct a BUG or environmental issue therein. | ||
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* **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. | * **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. | ||
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* **SUPPORT**: | * **SUPPORT**: | ||
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* **MAINTENANCE**: | * **MAINTENANCE**: | ||
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* **ENHANCEMENT**: | * **ENHANCEMENT**: | ||
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* **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. | 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:// | + | A copy of the latest |