Support & Maintenance

Our Support provides a 8/5, 24/5 or 24/7 service, depending on your SLA Contract. A Service Desk is included, via a web ticketing system, via e-mail or via telephone calls, depending on your Contract. Maintenance service provides documented products updates and patching on monthly basis. Patching is done for bug-fixing with an Update Time from 4 to 48 hours depends on your SLA Contract.

 

Definitions

Each issue (e.g. incident) that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue, with some definitions in mind:

  • Response time is the time elapsed between the Customer is raising a ticket and we first responding to it. In case of ticketing system is different from ours, Response Time is the time elapsed between the ticket was assigned to us via e-mail and we first responding to it.

  • Update time is defined as the amount of time between when the Customer first creates an incident report using our web ticketing system, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In case of ticketing system is different from ours, Update Time is the amount of time between the ticket was assigned to us via e-mail, providing all information necessary to open the ticket, and when Security Reviewer actually responds and lets the Customer know they’ve currently working on it. In order to log and track the resolution of Incidents, Security Reviewer expects that Customer will make every attempt possible to: a) Verify that the Incident is reproducible on the Supported Platforms for the related Security Reviewer’s product. b) Provide information necessary to help Security Reviewer track, prioritize, reproduce, or investigate the Incident, such as: ▪ Customer name and organization. ▪ Provide a full description of the issue and expected results. ▪ Categorize issues under “Question Type”. ▪ List steps to reproduce the issue and relevant data. ▪ Provide exact wording of all issue-related error messages.

  • Resolution time is defined as the amount of time between when Security Reviewer first responds an incident report and when that problem is actually solved. For each Incident reported by Customer in accordance with these procedures, Security Reviewer shall: ▪ Confirm receipt of the reported Incident within the Update time as listed below in the Priorities section. ▪ Set an updated Priority Level for the Incident in accordance with the descriptions below. ▪ Use commercially reasonable efforts to respond to the Incident within the time specified below. ▪ Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that Customer provides additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue. ▪ Give Customer direction and assistance in resolving the Incident. ▪ Keep a record of ongoing communications with Customer. ▪ Use commercially reasonable efforts to resolve the Incident in accordance with the target Resolution times ▪ Upon request of Customer, discuss Priority Level and ongoing communication time frame.

Warranty

Once purchased, our software will be Supported and Maintaned for all the period of time covered by the contract.

In case of contracts regarding three years or more, we guarantee to do not dismiss the purchased product(s) for a period of 5 years after the contract expiration. Of course an Additional fee for Support and Maintenance must be paid during all those 5 extra-contract years.

Priorities

 

Priority

Incident Type

P1-Urgent

Interruption making a critical functionality inaccessible on a Security Reviewer’s product, causing a severe impact. There is no possible alternative

P2-Important

Critical functionality, degraded or unusable on a Security Reviewer’s product, having a severe impact. No acceptable alternative is possible

P3-Normal

Non-critical function or procedure, unusable or hard to use on a Security Reviewer’s product, having a non-critical operational impact. A workaround is available

P4-Low

Procedure unusable, part of a Security Reviewer’s product where a workaround is available or a repair is possible

We provide 3 different SLA Contracts:

Standard Support Contract

The Standard Support is automatically included with your product license. We always apply:

  • Help regarding every purchased Security Reviewer’s product with a valid commercial license or active subscription

  • Availability: 8/5 via e-mail only (after the ticket was assigned to us)

  • Priority: P4

  • Response Time: 2 Business Days

  • Update Time: Monthly

with products updates and patching on monthly basis, always accompanied by related technical documentation..

The Service Desk maintains regular business hours of 9 AM to 6 PM CET, Monday through Friday. Tickets and calls will be responded to only during these hours.

The default SLA timezone will be CET only.

Gold Support Contract (8/5)

The Gold Support enhance the Standard Support Contract with better Update time and Resolution time, for every purchased Security Reviewer’s product with a valid commercial license or active subscription:

Priority

Update Time

Resolution Time

P1-Urgent

Within 60 (sixty) minutes from remote, after the Ticket opening

Within 4 (four) hours after the Update Time. Telephone call is available.

P2-Important

Within 4 (four) hours from remote, after the Ticket opening

Within 4 (four) hours after the Update Time

P3-Normal

Within 4 (four) hours from remote, after the Ticket opening

Within 24 (twenty-four) hours after the Update Time

P4-Low

Within 8 (eight) hours from remote, after the Ticket opening

Within 5 (five) business days from remote, after Update Time

The Service Desk maintains regular business hours of 9 AM to 6 PM depending on SLA timezone, Monday through Friday. Tickets and calls will be responded to only during these hours.

The default SLA timezone will be only one, declared by the Customer inside the Contract, with CET as default.

Platinum Support Contract (24/5)

Platinum Support augments the underlying Standard Support purchased with your product license, by providing named and dedicated support experts that understand your business — helping you to optimize even the most complex hybrid software environments and resolve issues quickly if they arise.

Priority

Update Time

Resolution Time

P1-Urgent

Within 60 (sixty) minutes from remote, after the Ticket opening

Within 4 (four) hours H24 after the Update Time. Telephone call is available.

P2-Important

Within 2 (two) hours from remote, after the Ticket opening

Within 4 (four) hours after the Update Time

P3-Normal

Within 4 (four) hours from remote, after the Ticket opening

Within 8 (eight) hours after the Update Time

P4-Low

Within 6 (six) hours from remote, after the Ticket opening

Within 2 (two) business days from remote, after the Update Time

In case of multi-national Customer, the default SLA timezones will be maximum 2, declared by the Customer inside the Contract.

The Service Desk maintains H24 availability, Monday through Friday. Tickets and calls will be responded H24, depending on above priority levels (P1 to P4). Tickets and calls will be responded to only such days.

24/7 Support

An extension of Platinum Support Contract to 24/7 is available and must be purchased separately, with an additional fee.

Support & Maintenance Exclude

  • Training for Security Reviewer’s products

  • Customers who do not have a valid and current license or active subscription of Security Reviewer’s products

  • Support related to non-Security Reviewer’s products

  • Support related to Security Reviewer’s products that have been retired

  • Support for custom scripts written by Customers and used in Security Reviewer’s products

  • Beta or Development releases of Security Reviewer’s products

  • Software that is used on or in conjunction with hardware or software other than as specified in the applicable Documentation

  • Altered or modified Security Reviewer’s products

  • Defects in the Security Reviewer’s products due to accident, hardware malfunction, abuse or improper use

Maintenance

“Maintenance” means the provision by Security Reviewer to Customer of any Releases or Workarounds that are made generally available by Security Reviewer to Customers.

In case of support of new Programming Languages not included at the Purchase Order time, it will be automatically released to the Customer with no additional fee.

A Release will be one of the following:

Major Release means a specific edition of the Licensed Product that contains major functionality changes. The content and timing of all Major Releases will be determined by Security Reviewer in its sole discretion. Major Releases are signified by version changes to the left of the decimal point (e.g. 2.0 -> 3.0) following the product name.

Minor Release means a specific edition of the Licensed Product that contains minor, but significant functionality changes and could include Licensed Product Updates. The content and timing of all Minor Releases will be determined by Security Reviewer in its sole discretion. Minor Releases are signified by version changes to the right of the decimal point (e.g. 2.5 -> 2.6) following the product name.

Workaround means a Licensed Product patch, error correction, or feasible change in operating procedures whereby the Licensed Product is made sufficiently functional so that Customer can continue to use the Licensed Product. Security Reviewer may provide Workarounds for a release to resolve a Service Issue for up to twelve (12) months after the earlier of (i) the date the subsequent Release is first made commercially available, and (ii) the date the current Release is no longer made available as a commercial offering by Security Reviewer. After such twelve (12) month period, Security Reviewer is not obligated to provide Workarounds but will support Customer’s update of the Licensed Product to the latest Release. Where Workarounds are to be delivered to resolve a Service Issue, Security Reviewer will provide Customer with a single copy of a Workaround on suitable media or shall make available the applicable Workaround for download by Customer from Security Reviewer’ web site.

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