Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low • Minor issue which does not impact production environment • Documentation error that does not directly impact a job on production • Feature or suggestion for enhancement 48 hours or less Immediate Medium • An issue affecting production environment at a minor level • Very limited direct impact on operations 24 hours or less Immediate High • An issue affecting production environment at a major level 4 hours or less Immediate • Production environment is operational, but Licensed Property activities are limited • Long-time adverse effects can lead to productivity being hindered Very High • Licensed Property activities on production environment are completely inoperable • Major restoration or project is at a mission-critical state • Severe impact on business operations 2 hours or less Immediate *Phone support is only available for Standard and Premier Level Support Services, in accordance with the Support Hours as set forth on the Support Program Features table above. Integration. If Customer has Premier Level Support Services, in the event that an error in installation, configuration, or operation of the Licensed Property is caused by Customer’s introduction of a new and unique or unusual configuration, hardware component or components, architecture, network setup, or customization, AvePoint shall integrate the Licensed Property to work for Customer, provided such integration requires less than eight
Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low • Minor issue which does not impact production environment • Documentation error that does not directly impact a job on production • Feature or suggestion for enhancement 48 hours or less Immediate Medium • An issue affecting production environment at a minor level • Very limited direct impact on operations 24 hours or less Immediate High • An issue affecting production environment at a major level • Production environment is operational, but Licensed Property activities are limited 4 hours or less Immediate • Long-time adverse effects can lead to productivity being hindered Very High • Licensed Property activities on production environment are completely inoperable • Major restoration or project is at a mission-critical state • Severe impact on business operations 2 hours or less Immediate *Phone support is only available for Standard and Premier Level Support Services, in accordance with the Support Hours as set forth on the Support Program Features table above. Integration. If Customer has Premier Level Support Services, in the event that an error in installation, configuration, or operation of the Licensed Property is caused by Customer’s introduction of a new and unique or unusual configuration, hardware component or components, architecture, network setup, or customization, AvePoint shall integrate the Licensed Property to work for Customer, provided such integration requires less than eight (8) man hours of development work, as determined by AvePoint at its sole discretion. For Customers with Basic or Standard Level Support Services or for Customers with Premier Level Support Services where such integration requires eight (8) man hours or more of development work, AvePoint shall make its best, commercially reasonable, efforts to offer such integration to Customer at an additional fee for the man hours required beyond those covered under the Support Addendum and on the same basis and at the same rates as charged by AvePoint to other similarly situated Customers. Product Releases. In addition to the Support Services described above, AvePoint may, in its sole discretion, release updates and modifications to the Software (“Product Releases”). Such Product Releases shall be numbered according to AvePoint’s Standard Numbering Convention, defined as follows: in the N1.n2.n3.n4 format, with each number representing a different release type and classified by AvePoint as Hotfixes, Cumulative Update, Service Packs, and Pl...
Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low Minor issue which does not impact production environment Documentation error that does not directly impact a job on production Feature or suggestion for enhancement 48 hours or less Immediate Medium An issue affecting production environment at a minor level Very limited direct impact on operations 24 hours or less Immediate High An issue affecting production environment at a major level Production environment is operational, but DocAve activities are limited Long-time adverse effects can lead to productivity being hindered 4 hours or less Immediate Very High DocAve activities on production environment are completely inoperable Major restoration or project is at a mission-critical state Severe impact on business operations 2 hours or less Immediate *Phone support is only available for Standard and Premier Level support services, in accordance with the Support Hours as set forth on the Support Program Features table above. REAKTIONSZEITEN BEI SUPPORT PER EMAIL UND WEB SUPPORT-TICKET SCHWERE DES PROBLEMS BESCHREIBUNG DES PROBLEMS REAKTIONSZEITEN bei Support per E-Mail und Web REAKTIONSZEITEN bei Support per Telefon* Niedrig geringfügiges Problem ohne Auswirkungen auf die Produktionsumgebung Fehler der Dokumentation ohne direkte Auswirkungen auf einen Produktionsauftrag Merkmal oder Vorschlag für Verbesserung 48 Stunden oder weniger Sofort Mittel Problem, das die Produktionsumgebung geringfügig beeinträchtigt Sehr begrenzte direkte Auswirkungen auf den Betrieb 24 Stunden oder weniger Sofort Hoch Problem, das die Produktionsumgebung stark beeinträchtigt Produktionsumgebung ist funktionstüchtig, DocAve- Aktivitäten sind jedoch eingeschränkt Langfristige nachteilige Auswirkungen können zu Beeinträchtigungen der Produktivität führen 4 Stunden oder weniger Sofort Sehr hoch DocAve-Aktivitäten in der Produktionsumgebung sind vollkommen funktionsuntüchtig größere Wiederherstellung oder Projekt ist in einem betriebskritischen Zustand Schwere Auswirkungen auf den Geschäftsbetrieb 2 Stunden oder weniger Sofort *Support per Telefon wird nur im Rahmen von STANDARD- und PREMIER-LEVEL Support-Leistungen innerhalb der SUPPORT- ZEITEN angeboten, die in der vorstehenden Tabelle der Beschreibung des Support-Programms genannt sind.
Issue Severity Issue Description Email and Web. Response Time Phone Response Time* Low Minor issue which does not impact production environment Documentation error that does not directly impact production en- vironment Feature or suggestion for enhancement 48 hours or less Immediate Medium An issue affecting production environment at a minor level Very limited direct impact on operations 24 hours or less Immediate High An issue affecting production environment at a major level Production environment is operational, but Solution activities are limited Long-time adverse effects hindering productivity 4 hours or less Immediate Very High Solution activities on production environment are completely in- operable Major restoration or project is at a mission-critical state Severe impact on business operations 2 hours or less Immediate サポートチケット応答時間 問題重大度 問題内容 電子メール ／ウェブ応答時間 電話応答時間* 低 • 本番環境に影響しない軽微な問題 • 本番環境に直接影響しないドキュメンテーション エラー • 機能または強化の提案 48 時間以内 即時 中 • 軽微なレベルで本番環境に影響する問題 • 業務に対する直接的な影響が極めて限定的 24 時間以内 即時 高 • 重要なレベルで本番環境に影響する問題 • 本番環境は運用可能であるが、ソリューションの機能が限定的 • 長時間の悪影響が生産性の低下につながる 4 時間以内 即時 超高 • 本番環境におけるソリューションの機能が完全に使用不能 • 大規模な修復またはプロジェクトが不可欠な状態 • 事業活動への深刻な影響 2 時間以内 即時 ＊ 電話サポートは、スタンダードレベルのサポートサービスのみで、現地オフィス時間内で利用できる。
