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-====== 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:
-Support Definitions are as follows:
-  * **STANDARD SUPPORT** - Standard SME Support defined as 9 - 5 PM UTC.
-\\
-  * **SUPPORT SLA** - As defined by the customer contract. The default is standard / basic support.
-\\
-  * **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]].