jpos.org Support Guide Table of Contents

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1 Table of Contents Support services conditions... 3 Support levels... 3 First Level Support... 3 Second Level Support... 3 Third Level Support... 4 Severity Level Definitions... 4 Confirmation times... 5 Incident Tracking... 5 Accessing the support service... 5 Reporting incidents... 5 Reference number... 6 Internal database... 6 Closing an incident... 6 Preventive Support... 6 Notes... 6 A. Technical Contact

2 CONFIDENTIAL NOTICE This document contains information confidential and proprietary to jpos.org. The information may not be used, disclosed or reproduced without the prior written authorization of jpos.org and those so authorized may only use the information for a purpose consistent with the authorization. Reproduction of any section of this document must include this legend. 2

3 Introduction This document provides information about support services related to our jpos, jpos-ee, jcard, jpts and ISO/ Bridge products and projects. It provides detailed instructions on how to access our technical support in order to help us solve problems that may occur while using these products and services. Support services conditions We provide remote technical support for our products and projects under the following conditions: Your annual fee gives you access to our support staff and entitles you to buy support tickets or extend their expiration date for a new period. Each ticket is worth two hours of technical support. When an incident is reported, if the problem is on our side, it will be solved and no ticket will be consumed, no matter how much working time it requires. In the case where the incident turns out to be related to your environment, a ticket will be consumed from your customer account, thereby enabling up to two hours of technical support. If the solution requires more than two hours of labor, then you can decide to get additional support time by using another ticket, or to purchase an additional ticket pack. Please double-check your Support Service expiration date (12 months starting from your invoice date) in order to ensure that your service is kept active. By doing so, you have access to our technical staff should a problem occurs. Renewal of the service does not provide additional support tickets. In the case where you do not renew your support service, the tickets you have not used will automatically lose their value, regardless of your ticket purchase date. Do not hesitate to contact us at if you have any question about your support service expiration date. Support levels We provide three support levels depending on the severity of each incident. As a general rule, each time an incident occurs, an authorized technical representative designated by your company will contact our support team. In turn, a member of our team will evaluate the situation and classify it as first-, second- or third-level support. First Level Support jpos.org will provide: General information about the product, project or software component. Support related to setup and configuration. Basic information about the product s features. If more information is required, we will escalate the incident to second-level issue. Second Level Support At this point, our support team will: Search our knowledge database in order to find out if a similar problem has been reported in the past. Ask for help from the developers (if necessary); research previous versions and the current ones in order to spot any conflict between them. 3

4 Carry out tests, together with developers, in order to find a solution to the problem. If a bug in our product is detected, we will immediately escalate the incident to the core development team and re-classify it as a third-level issue. Third Level Support At this point, the core members of the development team will: Implement a bug-fix for the client. Include this fix in the product's succeeding releases. Attempt to provide a temporary work-around if a short-term fix is not possible. A request from the customer to implement additional functionality to the product is also considered third-level support. Severity Level Definitions When an incident is reported, jpos.org will assign it a priority level depending on its severity. These are our priority levels: Priority 1- Critical Is an emergency production situation where the Licensor Software is totally inoperable. jpos.org will work on the problem when it is reported and until a solution is found. If needed, we will provide you with a temporary solution to enable you to use your product while we work on a final solution. Priority 2 - High Although the software is operational, its functionality is being severely affected. In this case, we will work on the problem during normal working hours. Within a maximum period of five working days the problem should be solved. In case we cannot find a permanent solution, we will provide you with a temporary one while our developers work on a final fix. Priority 3 - Medium The software is operational, however, a problem has been identified in a specific part of the system. In these circumstances, we will work on the problem in a manner in which we take into consideration how it affects the functionality of the system, the technical difficulty of the problem and the number of incidents that jpos.org is dealing with at that point time. The maximum period of response for this kind of problem will be agreed upon with you. No matter how many incidents jpos.org is dealing with, we will work on all of your incidents to some type of resolution. Priority 4 - Low Requests for information or for an additional feature which is not related to a specific problem. In this case, you will receive an answer from us within a five-day period. Note IMPORTANT NOTICE: jpos.org will use its best efforts to meet the response times detailed here. However, there may be delays due to various circumstances. jpos.org does not provide any warranty in regards to response times. 4

5 Confirmation times In order to keep you informed about the status of an incident, jpos.org defines different confirmation times which depend on the priority level of the incident you've reported. Within this period of time, you will receive a notification confirming that jpos.org has started to work on your problem. The following table details the confirmation time associated with each of the priority levels: Table 1. Confirmation times Priority 1. Critical 1 hour 2. High 2 hours Confirmation time 3. Medium During the same working day 4. Low 24 hours Incident Tracking jpos.org uses incident tracking software in order to accurately manage all reported incidents. This software ensures that no matter how many incident cases we are dealing with at any given time, none of them will be ignored. We open a unique log for every incident that remains open until the problem is solved. Accessing the support service Your company can register up to three technical support contacts. These contacts are the only ones authorized to contact jpos.org for information or for tasks related to our support service. In taking this approach, we are protecting your company and your software, as only these authorized personnel will be able to investigate and get detailed instructions from us as to how to make modifications to your system. Should an unauthorized person contact us for support, we will check with an authorized technical support contact in order to get temporary permission. In the case where one of your contacts leaves the company, or if you wish to change your technical support contact, please contact jpos.org in order to notify us of the change. Reporting incidents As a customer, you can report an incident by as well as by phone to the following contact information: Phone numbers Note The most effective way to report an incident is via . Our support team is constantly monitoring new requests. After receiving your , a jpos.org representative will send you a confirmation message along with a reference number. Before contacting our support team, we suggest you be prepared to provide the following information: 5

6 Your contact authorization information (i.e., identifying yourself as a registered technical support contact) The release number of your product. A problem description, including error messages, logs, screenshots and any other information that may help our support team recreate the problem. Reference number jpos.org keeps a record of each of your requests through specialized incident tracking software. This software generates a unique reference number per specific request. This number allows us to work on your incident or request in a more effective way. Make sure you keep your number. It is the best way to refer to the same incident in the future. Internal database In order to assist you in the best possible way, jpos.org keeps track of the following information about each customer: Hardware and software version information. jpos-related contingency plan(s). jpos product(s) and their release number. Please make sure to notify jpos.org about changes to your hardware or software configuration, as well as to your contingency plans. By keeping us informed, we can keep our database updated, then, when problems occur, we can provide faster support service with up-to-date information. Closing an incident An incident is closed when you and our support technician agree that we've reached a solution. Your incident log can be closed if one of the following conditions are met: The information provided by our support team has answered your request. Our support team is notified by you that the problem should no longer be taken into consideration. The problem has been fixed. Preventive Support Notes We have users in over 70 countries taking advantage of our products, running on an innumerable number of different platforms. Our company is located at the very center of an active community of over 1500 jpos developers, distributed across all continents. These individuals regularly provide us with valuable feedback, patches, performance tips, bug-fixes and ideas for new features and use cases. We keep track of the versions, platform and use cases of our active support customers. We constantly double-check to determine if some of the changes or bugs detected could possibly affect your jpos system (either in a positive or negative way). In the circumstances where we conclude there is some type of possible effect on your installation, jpos.org will provide you with a service-pack at no charge. Unless stated otherwise in written, jpos.org provides standard support on weekdays (Monday - Friday) from 1200 to 2100 GMT. 6

7 Unless stated otherwise in written, your product purchase includes five support tickets that can be used over a period of twelve months and can be extended by paying a support extension fee of 18% of the total cost of your original jpos purchase. 7

8 A. Technical Contact In order to keep our records updated, please send to the following information for up to three contact individuals that have been authorized by your company to report incidents and request services to jpos.org. Table A.1. Technical contact form Company Name Full Name Position Phone / Extension Mobile Phone (optional) Instant Message (optional) Comments 8

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