Actian DataConnect and DataCloud Support
Actian DataCloud Support
Access to and use of DataCloud services is governed by Actian’s Avalanche Services Agreement. The following terms apply to both DataConnect and DataCloud customers, except that the following paragraphs will not apply to DataCloud: “Lifecycle Phases”, “Extended Support”, “Obsolescence Support”, and “Post-Obsolescence Support”.
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.
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.
|General Availability||Years 1-2|
|Extended Availability||Years 3-4|
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
|Standard Support (originally Enterprise Support)||General Availability|
|Extended Support||Extended Availability|
|Obsolescence Support||Extended Availability|
Product Support Offerings
A. Silver Support provides:
Customers Support Liaisons have 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 and the online support portal. 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.
B. Gold Support provides:
All the benefits of Silver Support, plus: secure virtual desktop sharing, escalation management, and pro-active weekend support with prior notification. 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.
C. Platinum Support provides:
All the benefits of Silver Support, Gold Support, plus: assigned case management, recurring project status calls, priority issue requests, and quarterly status reports.
Detailed Support Offerings
|Services||Description||Silver Support||Gold Support||Platinum Support|
|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||✓||✓||✓|
|Customer-Designated Support Liaisons||Support Liaisons are the individuals designated by the customer with the authorization to interface with Actian Support Engineering Staff||2||5||Unlimited
(Note: this is limited to 5 when purchasing ‘End Point’ pricing. Cases are also limited to 10 per ‘end point’ not including software problems).
|New Software Releases and Updates*||Customers receive access to the latest versions of Actian software and Documentation||✓||✓||✓|
|Collaborative Support||Customers can engage our expert Actian Support Engineers to diagnose and troubleshoot your issue(s) through our secure virtual desktop sharing solution.||✓||✓|
|Escalation Management||Customers that have project upgrades and have cases that are impacting delivery or have problems significantly impacting production negatively can escalate their case with an appropriate business justification.||✓||✓|
|24x7x365 Critical Supporti||Customers receive 24X7X365 access to Actian Support Engineering Staff||✓||✓|
|Weekend Assistanceii||Customers that have project upgrades scheduled over a weekend have access to Support Engineering should any critical issues arise||✓|
|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||✓|
|Recurring Project Status Conference Calls||Customer has regularly scheduled conference calls with the dedicated contact to review and prioritize open cases and discuss project plans and new initiatives||✓|
|Priority Issue Requests for Critical Issues||Customer issues are prioritized ahead of non-managed level customers’ requests, allowing for quicker issue resolution||✓|
|Quarterly Status Reports||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||✓|
i 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.
ii Weekend assistance will be provided for Severity 1 and Severity 2 issues as defined in the Actian Support Policies here and is available in English Only. 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. Customer is responsible for providing appropriate notification, at least 30-days, and activation will only be available for the defined week-end.
*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 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 any new or different products/services.
* No support for migrations of extended support versions to new or different hardware or operating systems.
* Code fixes/patches will no longer be developed.
Years 5 and 6: This phase indicates that the extended 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.
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.