Actian Versant Support Levels

Actian Versant Support 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.

Product Lifecycle Stages

Lifecycle Stage Term
General Availability (GA)* Years 1-2
Extended Availability Years 3-7
Obsolescence Availability Years 8-12

* GA status is achieved when a product is available for purchase or production upgrade or the most current release of your Actian product. Any policy exceptions to the duration would be provided through additional notification through Actian support service delivery infrastructure.

Versant Object Database Support Levels

Product Support Offerings

Support Offering Product Lifecycle Stage
Silver Support General Availability
Emergency Response Support* General Availability
Extended Support Extended Availability
Obsolescence Support Obsolescence Availability

* If mission critical deployments are a part of your business, Actian Versant Emergency Response Support Services are there to help you make it happen and fulfill your Service Level Agreements. This support option extends Standard by providing access to our technical support engineers outside of regular business hours, 24 hours a day, 7 days a week. It is available to support deployed applications experiencing a critical problem resulting in production downtime.

Silver Support

Silver 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. Silver support is entitled to 2 designated contacts.
Knowledge Base Access 24X7 Access to our comprehensive Knowledge Base.
Multi-Channel Communication Customers can contact Actian Support by phone, e-mail or online.
24x7 Online Case ManagementManagement Access our customer support site to manage your Service Requests, search the extensive Ingres knowledgebase, determine supported product configurations, product documentation, and more.
New Software Releases and Updates Customers receive access to the latest versions of Actian software and Documentation

The Silver Support 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.

Extended Support

Extended Support is available from year 3 after a major version is released to year 7 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 except for critical problems.

Obsolescence Support

Years 8 to 12: 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 13 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.

Scope of Versant Named User, FTS, VAR, and High Availability Backup

Named User Licenses

For Named User licenses, the scope is limited to use of V/OD solely in client/server applications where a user interacts with an application that is directly connected to the database and all data input to the database comes from the user. A Named User License cannot be used for web-based, 3-tier or n-tier applications. Named User License is licensed per user and requires a 10 user minimum.

FTS Licenses

For FTS licenses, the scope is limited to use of V/FTS configured databases on a server. V/FTS (Versant Fault Tolerant Server) enables automatic fail-over and recovery in the case of hardware or software failure commonly known as a Fault Tolerance Server set-up. The FTS Server cannot be used for production purposes unless and only for so long as the primary production copy of the software is unavailable and not in use. The FTS license rights are valid only if you have a concurrent full runtime license for the identical software product, product version, and duration as the FTS license, and such production software is deployed on and licensed for a system with at least as many cores as the FTS Software.

VAR Licenses

For VAR licenses, the scope is limited to use of V/AR configured databases on a server. V/AR (Versant Async Replication) supports both master-slave and peer-to-peer asynchronous replication between multiple object servers. This can be used to replicate data to a distributed recovery site or to replicate data between multiple local object servers for increased performance and reliability. The VAR license rights are valid only if you have a concurrent full runtime license for the identical software product, product version, and duration as the VAR license, and such production software is deployed on and licensed for a system with at least as many cores as the VAR Software.

High Availability Backup Licenses

For High Availability Backup licenses, the scope is limited to use of the High Availability Backup functionality. The Versant High Availability Backup is an add-on software module that enables the Versant Object Database to use the disk mirroring features of EMC Symmetrix or other enterprise storage systems to take an online backup of very large data volumes without impacting availability. A license is required for each server (not CPU) that is involved in the backup process.

Versant FastObjects Support Levels

Actian offers a progressive range of support plans designed to ensure you have the appropriate level of access to our experts throughout your FastObjects product life cycle. Some programs offer more personalized support, with the added reassurance that issues will receive a higher priority. Choose a support plan that best fits the scope of your project. Support will be provided within the general, extended or obsolescence product life-cycle stage in a certified environment according to existing maintenance contract.

Product Support Offerings

Support Offering Product Lifecycle Stage
Silver, Gold and Platinum Support General Availability
Extended Support Extended Availability
Obsolescence Support Obsolescence Availability

A. Silver Support (Formerly known as Standard support):

Silver support is designed for individual developers who are working on a smaller-scale development project or a deployed application with limited support requirements.

Access to Actian support engineers during normal business hours as specified for their region. Access to the support portal including; online support interface, knowledge base, discussion forums, and download site 24 hours a day, seven days a week, including holidays and can contact Actian Support via phone, e-mail, and the online support portal.

B. Gold Support (formerly known as Team support):

Gold support is designed for larger-scale, commercial projects. This plan includes all Silver support benefits and introduces direct account management and collaboration into the support process. The result is continuity, experience, expertise and high levels of collaboration. Going beyond normal support delivery, quarterly account review meetings by an assigned account manager are established to ensure that open technical issues and project time schedules are proactively managed and effectively coordinated. Gold support is the minimum plan required for licensing cluster support and encryption features for FastObjects.

C. Platinum Support provides (formerly known as Premium support) provides:

Platinum support is designed for large-scale, complex commercial projects with aggressive time to market requirements. The program includes all Gold benefits and is specific to a named project. Platinum support goes beyond the collaborative concept underlying Gold support by adding higher levels of access, even more aggressive response time commitments, and expert support for custom platforms and advanced features.

Customers Support Liaisons have access to a designated, senior FastObjects technical support engineer.

Reported incidents receive not only our fastest response time commitments, but if ever necessary, a Platinum support customer can request remote-access support from their designated technical support engineer. The FastObjects support lab is also opened up to Platinum support customers who may then supply a mirrored production environment to enable quick identification and resolution of any future support requests. Quarterly account review meetings are established to ensure that open technical issues and project time schedules are proactively managed and effectively coordinated. The result is a high performance, highly collaborative relationship with the FastObjects support and engineering teams.

Detailed Support Offerings

Services Description Silver Support Gold Support Platinum Support
Support contingent Annual cap on support hours. If not used, the remaining hours are void 20 50 200
Knowledge Base Access 24X7 Access to our comprehensive Knowledge Base
Multi-Channel Communication Customers can contact Actian Support by phone, e-mail or online
Assigned Case Manager Customer is assigned a Technical Support Case Manager who is responsible for account overview and regular review of all open cases, and is available as an any-time escalation point of contact for critical issues
Quarterly Status Reports Assigned Case Manager or Dedicated Support Engineer provides customer with quarterly electronic status reports which cover all issue activity and the status of all open issues
Support for Cluster and Encryption Features Features must be licensed to receive support.
Customer-Designated Support Liaisons Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff 2
Designated Support Engineer Customer designated liaisons can engage an expert Actian Support Engineer to diagnose and troubleshoot your issue(s).
Accelerated Response Times Incoming cases will receive higher priority
Priority Issue Requests for Critical Issues Customer issues are prioritized ahead of non-managed level customers’ requests, allowing for quicker issue resolution
Elevated Priority for Enhancements
Collaborative Support Customers can engage the Dedicated Support Engineer to diagnose and troubleshoot your issue(s) through our secure virtual desktop sharing solution.
Environment Replication Actian maintains a copy of the customer’s environment in-house, leading to quicker issue resolution. Customer is responsible to supply and setup the environment.