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DCE Support Options

Each of the DCE Maintenance Plans is designed and focused on the needs of customers and differ mainly in the degree and scope of when and how you have access to the service. In addition to the full support plans, plans are available for version specific releases. The version specific releases do not include the version upgrades that are standard with the full support plans.

With the exception of the 30-Day Support plan, all maintenance plans are normally for one year duration. If you purchased a new license(s) and support plan at the same time, then your support plan will start 30 days after the delivery of the your product.

Each Maintenance Plan has a set number of Technical Contacts. A Technical Contact is a person at your organization who contacts Double R Solutions Support with support questions. By designating specific contacts, you help Double R Solutions to authenticate and respond properly to customers reporting problems.

30-Day Support

This plan is provided free of charge to all customers who purchase new products. It is designed to provide assistance to customers who are new to Double R Solutions products or who are having trouble with a newly delivered version of the product.

Length of Coverage 30 days, starting when the product is shipped.
What is Covered
  • Product installation
  • Product licensing
  • Server configuration (including third party pre-requisites when necessary)
  • All client configuration
  • Running the supported sample programs
Number of Technical Contacts One
Hours of Coverage Standard Support Hours (see Hours of Coverage)
Restrictions Does not substitute as coverage for any previously purchased product where actual development or product deployment issues may exist.

Standard Support

Customers should consider supplementing their purchase with at least the coverage made available with a Standard Support contract. This plan offers complete product coverage during normal business hours.

Length of Coverage Twelve (12) months
What is Covered
  • All product-related questions and problems listed under initial 30-day support
  • Installation, licensing, and configuration
  • Any questions pertaining to application development and/or deployment using any of your Double R Solutions products
  • Administration
  • API-level questions and problems
  • Application integration and usability
  • All software patches and updates
  • Unlimited phone and email support during Standard Support Hours
  • Access to all secured WWW and FTP services
Number of Technical Contacts Three
Hours of Coverage Standard Support Hours (see Hours of Coverage)
Restrictions Support is limited to questions and problems that are directly related to Double R Solutions product usage and development, and cannot be substituted for application consulting purposes, as described in the Consulting Services section of the description of Premier Support.

Extended Support

Extended Support is for customers who have mission-critical deployments of Double R Solutions Client and/or Server-based applications that require access to Double R Solutions Technical Support around the clock. This plan covers critical problems where the problem or failure is preventing an operation from continuing.

Length of Coverage Twelve (12) months
What is Covered
  • Critical problems (Severity Level 1, defined in Problem Severity) where the problem or failure is preventing an operation from continuing
  • All non-critical product-related questions and problems (Severity Level 3 and 4, defined in Problem Severity) available through Standard Support
Number of Technical Contacts 5
Hours of Coverage
  • For critical problems: 24 hours a day, 7 days a week
  • For non-critical problems and application development questions: Standard Support Hours (see Hours of Coverage)
Restrictions

Severity Level 3 or 4 issues (defined in Problem Severity) are covered only during Standard Support Hours (see Hours of Coverage)

Installation, configuration, general functional questions, or simple product assistance at hours that are convenient to the customer, but outside the normal hours of Support coverage

Premier Support

The Premier Support plan includes all the benefits of Extended Support, plus a dedicated Support Engineer and limited free consulting services.

Length of Coverage Twelve (12) months
What is Covered
  • Same as for Extended Support
  • Up to 5 days of on-site consulting per one-year contract
  • Up to 10 telephone consulting incidents per one-year contract
Number of Technical Contacts 5
Hours of Coverage Same as for Extended Support
Restrictions
  • Severity 3 or 4 issues (defined in Problem Severity) are covered only during Standard Support Hours (see Hours of Coverage)
  • Installation, configuration, general functional questions, or simple product assistance are covered only during Standard Support Hours (see Hours of Coverage)
  • Days of consulting not used during one year cannot be transferred to the following year
  • Unused consulting incidents after the annual expiration date are not carried forward
  • Consulting services must be scheduled in advance.
  • Double R Solutions Technologies reserves the right to decline significant enhancements to the product or to defer the change to the next major product release. If Double R Solutions Technologies chooses to decline an enhancement, you have the option to contact Professional Services and discuss making the changes for a separate fee.

Assigned Support Engineer

Double R Solutions identifies a Support Engineer who will be available as your advocate within Double R Solutions. It is not necessary to use this dedicated contact every time, but if you have a critical situation that requires we expedite it, or if you are not getting the level of service you have come to expect, you have a contact who is there to help.

Consulting Services

A consulting incident is an application consulting or design or code review that requires the skills of the Double R Solutions Professional Services organization. Examples of questions that could result in consulting incidents include, but are not limited to, the following:

  • How would I solve my need to provide secure data to my XYZ Department?
  • What technologies would I use to begin building my application?
  • How do I use the Double R Solutions features in my application?
  • How do I debug my application problems?

Note: Whether a problem is a single consulting incident or multiple incidents is at Double R Solutions's discretion.

For more information on consulting services, see the services area of the Double R Solutions main web site.

Hours of Coverage

Standard Support Monday through Friday

U.S. 8:00 a.m. - 6:00 p.m. Eastern Time

Excluding holidays

Extended Support, Premier Support Critical problems: 24 hours a day, 7 days a week

Non-critical problems: Same as Standard Support hours

During off-hours, you may still:

  • Access a complete set of services on our Support Web Site (http://support.DoubleRSolutions.com). For example, you may read or download documentation, search technical notes, and so on.
  • Send an email message with a description of your problem or fill in a support incident form (available on the Support Web Site).
  • Leave voice messages in our support mailbox.

Double R Solutions Technical Support responds to email and voice messages by the next business day.

Problem Severity Classification

The problem severity classification is a designation of the severity of the problem being reported.

You have the primary responsibility for setting the severity level for each problem according to its business impact. When you contact Technical Support, you and the Support Engineer will agree on and assign a severity classification to your problem. The following guidelines are used in determining severity.

Severity Level

Impact

1 (Critical) No work can be done, data is unavailable, or data is corrupted.

System, server, or critical application is down and the situation has a severe impact on customer production and/or profitability. For example, a repeated server crash, client failure to contact a service, catastrophic client failure, or other critical downtime problems where Double R Solutions product behavior is suspect.

2 (Severe) Some important feature or function is disabled.

High-impact problem where production is proceeding, but in a significantly impaired fashion. A time-sensitive issue important to long-term productivity.

3 (Significant) Non-essential functions or features are disabled or not available.

Important issue which does not have severe productivity impact.

4 (Minimal) Issue requiring no further action beyond monitoring for follow-up.

Using Your Maintenance Plan

When you purchase your plan, you must provide one or more technical contact. Should those contacts change, you must notify Double R Solutions Technical Support so that Double R Solutions can update the necessary contact information. When you purchase your plan, you will receive information on how to contact Double R Solutions Technical Support.

Double R Solutions will provide a support contract number that is utilized to access the download area to obtain upgrades, updates, and patches. Only your technical contact(s) will have access to the download area.

Product Upgrades, Updates, and Patches

Major upgrades, minor updates, and product patches are provided free of charge to DCE/DFS customers with valid maintenance plans. Customers without valid maintenance plans must obtain a quote. For pricing, contact our Sales team.

Product patches are provided free of charge to DCE/DFS customers that opted to select support for a specific product version. Customers with a version specific support plan can obtain minor updates or convert to a full support plan for an additional cost. Customers may have to purchase current product versions in addition to the support contract depending on the product and version. For pricing, contact our Sales team.

You can find out when these updates are available from the Double R Solutions Technical Support web site Patches page. The web page includes a description of what functionality is being added or what problems are being fixed and instructions on obtaining and installing the upgrade or patch.

Purchasing Maintenance Plans

If you purchased your Double R Solutions product from a reseller, contact your reseller for information on purchasing maintenance plans. If your reseller does not offer technical support, contact Double R Solutions.

Fees

For pricing, contact our Sales team.