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 |
|
| 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 |
|
| 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 |
|
| Number of Technical Contacts | 5 |
| 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 |
|
| Number of Technical Contacts | 5 |
| Hours of Coverage | Same as for Extended Support |
| Restrictions |
|
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.