Full Support. Company provides Full Support for Licensed Product for which the customer has a current agreement for the current version of any software or services with all Maintenance Releases applied. For customers with the current major version of the software who have not applied all available patches, support may be limited to configuration assistance, activation assistance, and general questions.
Full Support. Sun shall provide the equivalent of one half (1/2) time engineer to support Licensee in addition to the Limited Support and Updates specified above, during the term of this Agreement. The selection of the support engineer shall be at Sun's sole discretion. The support engineer will provide the following services: a) arranging meetings or discussions with Sun technical and management personnel; b) response to bug reports from Licensee; c) developing bug fixes; d) bug tracking for releases e) providing Updates as released; f) providing interim releases if the need arises; and g) providing existing and future Documentation. 4.0 PAYMENT 4.1
Full Support. Full support is assigned to software useful to broad segments of the Board and to applications whose effective use requires integration with other computing facilities. Information Systems encourages users to adopt fully supported applications whenever possible and gives priority to fully supported applications in allocating its resources for serving YCDSB computing users. Technical support is provided by Information Systems staff and Call Centre Staff. Information Systems strives to develop in-depth knowledge about these applications and is committed to pursuing solutions to problems that may arise in their use at YCDSB. Information Systems takes steps to customize and integrate these applications into YCDSB's overall computing environment. Training is provided, based on need, through courses, self-paced instructional materials, online tutorials, or cooperative arrangements with departments. Information Systems develops and maintains local documentation as needed. Partial Support: Partial support is assigned to applications that are among the best of their type but for which there is less need to recommend a standard or to provide a full range of services. Partially supported applications are useful to fewer users than is the case for fully supported applications, and there is less need for integrating them into YCDSB's overall computing environment. Information Systems assigns partial support based on an assessment of user needs and Information Systems resources. Information Systems gives lower priority to providing assistance for these applications than to providing assistance for fully supported applications. Call Centre Staff may be familiar with these applications but do not strive to obtain in-depth knowledge about them. Call Centre Staff may be able to answer questions, suggest strategies for resolving problems, or suggest other sources of assistance, for example, user groups, expert users, and bulletin board services. Information Systems provides training on a much lesser scale than for fully supported applications, consisting mainly of self-paced instructional materials or online tutorials where available. Information Systems may have copies of vendor documentation for reference, but does not develop or maintain local documentation.
