Actian DataConnect Support Lifecycle and Levels

Actian DataConnect Support Lifecycle and Levels

Product Support Lifecycle Policy

This policy explains Actian Corporation's product support lifecycle policy. Whether purchased directly from Actian, or from Actian partners or resellers, these policies are designed to standardize product lifecycle expectancies and assist you in developing your internal release implementation and migration plans. Actian Corporation strives to provide the best quality Software and Support Services. In order to provide best in class software solutions, Actian has defined a predictable Product Support Lifecycle Policy to give you plenty of lead-time to plan and manage your upgrade and release processes.

Lifecycle Phases

Actian provides distinct product development phases and synchronized product support lifecycle offerings. By understanding these phases, you are better able to plan for your software support needs and your migration timeframes. The term General Availability (GA) is key to understanding each lifecycle phase and starts the clock.

Lifecycle Stage Term
General Availability Years 1-2
Extended Availability Years 3-4
Obsolescence Years 5+

GA status is:

o Achieved when a product is available for purchase or production upgrade.

o The most current release of your Actian product.

o Product is only updated, maintained and patched at this lifecycle phase.

Any policy exceptions to the duration would be provided through additional notification through Actian support service delivery infrastructure.

Product Support Offerings

Support Offering Term
Standard Support (originally Enterprise Support) General Availability
Extended Support Extended Availability
Obsolescence Support Extended Availability

Platinum Support

Platinum Support includes:

IT Service Process Description
Customer-Designated Support Liaisons Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff.
Knowledge Base Access 24X7 Access to our comprehensive Knowledge Base, which includes over 15,000 Tech Notes.
Multi-Channel Communication Customers can contact Actian Support by phone, e-mail or online
24x7 Online Case Management Access our customer support site to manage your Service Requests, search the extensive DataConnect knowledgebase, determine supported product configurations, product documentation, and more.
24x7x365 Critical Support Customers with Platinum level Standard support receive 24X7X365 access to Actian Support Engineering Staff for Severity 1*.
Response Time SLA For customers with Platinum level Standard support, support for Severity 1 issues is available 24x7x365 with a response time of 1-hour. Maximum response time for Non-Critical issues is 6 business hours.
Collaborative Support You can engage our expert DataConnect Customer Support Engineers to diagnose and troubleshoot your issue through our secure virtual desktop sharing solution

*24X7X365 Technical Support is available for Severity 1 issues as defined in the Actian Support Policies here and is available in English Only. During non-business hours, Actian’s 24X7 support engineers will stabilize the customer application or find a suitable workaround, but final determination for root cause may extend to our regular business hours when all resources are available.

Platinum Support is available (and upgradeable from Silver or Gold) for all currently licensed Actian DataConnect products

Gold Support

Gold Support includes:

IT Service Process Description
9X5 Incident Management Create Service Requests to engage Actian support personnel via the Online Service Desk to manage service disruptions during business hours as specified for their region.
Response Time SLA For customers with Gold level Standard support, support for Severity 1 issues is available during business hours with a response time of 2-hours. Maximum response time for Non-Critical issues is 12 business hours.
9X5 Problem Management Create Service Requests via the Online Service Desk to solve problems with Actian product including configuration issues, usage questions and issues, and errors in a release.
Release Management Access subscribed updates as they are released.

Silver Support

Silver Support includes:

IT Service Process Description
9X5 Incident Management Create Service Requests to engage Actian support personnel via the Online Service Desk to manage service disruptions during business hours as specified for their region.
Response Time SLA For customers with Silver level Standard support, support for Severity 1 issues is available during business hours with a response time of 6-hours. Maximum response time for Non-Critical issues is 24 business hours.
9X5 Problem Management Create Service Requests via the Online Service Desk to solve problems with Actian product including configuration issues, usage questions and issues, and errors in a release.
Release Management Access subscribed updates as they are released.

Silver Support is available for all currently licensed Actian DataConnect products. This offering does not include any 24X7X365 access to Actian Corporation Technical Support staff and does not include 24 hour commitment and response guidelines for severity 1 incident requests as defined in the ‘Severity Definitions and Response Times’ section below.

*New Software Releases and Updates

Actian releases Software in an X,Y,Z format as the basis for providing updates and upgrades to the software. Major Software version releases (an “X release”) requires procurement of an upgrade license. Feature and function enhancements (“Y releases”) and bug fixes and maintenance patches (“Z releases”) shall be available for the duration of the Term of the Contract

Extended Support

Extended Support is available from year 2 after a major version is released to year 4 after GA release. There is an additional charge (2x) for this level of support. Extended Support is the same as Standard Support with the following exceptions:

* No certification with new third party products/services

* Code fixes/patches will no longer be developed.

Obsolescence Support

Years 5 and 6: This phase indicates that the standard support offering has expired and as such, code fixes will no longer be developed. Reasonable efforts will be provided for online support and access to existing releases and their software updates is available for 5 years through Obsolescence Support. There is an additional charge (2.5x) for this level of support.

Post-Obsolescence Support

Years 7 and beyond: Actian Corporation at its discretion will offer continuation of Obsolescence Support upon review of each account accordingly. There is an additional charge (3x) for this level of support.

Third Party Dependencies and the Product Support Lifecycle

As operating systems and technologies are retired by their respective vendors Actian will provide an IT planning roadmap as soon as possible to help you plan your next move. Actian will continue to provide Incident Management, Change Management and other support functions to the best of our internal capabilities, but issues concerning Problem Management and Configuration Management around new components will be restricted to the current knowledge and known work-arounds. Actian reserves the right to announce a discontinuance of maintenance and support on platforms and database applications to coincide with the vendor's standard support policy.

Support for Perpetual Licenses

When acquiring Support Services for a perpetual license, all licenses of the same product (irrespective of version) must be supported under an active Actian Support contract. You may not support only a subset of licenses of the same product; those licenses left unsupported must be terminated. With respect to Actian Support Services in relation to perpetual licenses, you hereby represent that you have the appropriate licenses to the Software that is subject to the Support Services.

Reinstatement of Actian Support for Perpetual Licenses

When Support Services lapse on a DataConnect perpetual license, it can be reinstated by paying a reinstatement fee for the unsupported period, plus support for one year going forward, unless agreed otherwise between Actian and you. Unsupported licenses are not eligible for Updates, Standard Support, or any other Actian services.