Common use of Service Assumptions Clause in Contracts

Service Assumptions. EMI provides technical support to developers using its Components even before their public release. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Contributor Organization could not solve. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on the EMI web site at: User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this OLA and can change at any time to fulfill the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Operational Level Agreement applies to Components provided by EMI and making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this OLA in section 1.3.2 (Support Lifecycle). 5.4.1 Web-based and E-Mail Support (a) Product documentation, release notes, troubleshooting guides and technical white papers about EMI software Products, as releases become publicly available. Technical previews can be obtained as part of the the “Works with EMI” technical program. (b) Software Downloads, a public repository of all publicly available EMI Components releases, fixes, workarounds and utilities. Technical previews from testing repositories can be obtained as part of the “Works with EMI” technical program. (c) Product Forums, containing shared knowledge of EMI Products and solutions within an online community of Customers, user communities, technical partners and EMI developers, as well as news on EMI Products and technologies. The Contributor can view and post on the discussion threads in all Forums.

Service Assumptions. EMI provides technical support to developers using users of its Components even before their public releasepublicly released Components. The support provided by EMI is typically at “expert level” and it is directed at handling incidents that lower level support desks within the Contributor Customer Organization could not solvesolve without changing the Component source code or by applying known workarounds. The Technical Support and Escalation Procedures are described in the EMI Project Support Plan. The latest version of the Support Plan can be found on downloaded from the EMI web site at: User support is provided via the GGUS portal managed by the EGI InSpire project (see section 5.4.1, Web-based Support), which is the single point of contact for infrastructure users to access the EMI Service Desk. The EMI Service Desk within GGUS is organized in Support Units. Every Support Unit is responsible for one or more Components. The number and definition of the EMI Support Units in GGUS is not regulated by this OLA SLA and can change at any time to fulfill fulfil the EMI Incident and Problem Management requirements. Incidents are analysed by the EMI Technical Experts to identify the Problem or Problems that have caused them. If available, suitable workarounds are proposed to restore the Service to its agreed level as soon as possible. If the incident is caused by Problems in the software and a change is required, a software defect report is filed by the EMI Technical Experts in one of the EMI defect tracking systems and a change request is produced and scheduled for a future release depending on the Problem priority. The priority levels and their relationship with the Problem impact and severity are defined in Appendix: Definitions, the agreed response policies are defined in section 6 (Service Management). This Operational Service Level Agreement applies to Components Services provided by EMI and for any Component making part of the EMI Product Catalogue. Conversely, the Product Catalogue lists all software Components that at any given time are supported by EMI. Components can be deprecated and removed from the Product Catalogue and new Components can be added during the lifetime of EMI according to the procedures described in the EMI Support Plan and the terms described in this OLA SLA in section 1.3.2 5.3.2 (Support Lifecycle). 5.4.1 Web-based Support EMI web-based Support is available through GGUS at: ▇▇▇▇▇://▇▇▇.▇▇▇.▇▇/pages/home.php It provides the Customer with access to EMI support via the Customer GGUS- based escalation process or via approved third-party organizations acting as first and Esecond level support. EMI always provides expert third-Mail Supportlevel technical support. The public EMI web site at: ▇▇▇▇://▇▇▇.▇▇-▇▇▇.▇▇ provides the Customer with: (a) Product documentation, release notes, troubleshooting guides and technical white papers about EMI software Products, as releases become publicly available. Technical previews can also be obtained as part of if the Customer is additionally subscribing to the “‘Works with EMI” ’ technical program. (b) Software Downloads, a public repository of all publicly available EMI Components releases, fixes, workarounds and utilities. Technical previews from testing repositories can also be obtained as part of if the “Customer is additionally subscribing to the ‘Works with EMI” ’ technical program. (c) Product Forums, containing shared knowledge of EMI Products and solutions within an online community of Customers, user communities, technical partners and EMI developers, as well as news on EMI Products and technologies. The Contributor Support Customers can view and post on the discussion threads in all Forums.