Product Maintenance Services. General Terms for Product Maintenance
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1 Product Maintenance Services Product Maintenance Services General Terms for Product Maintenance
2 2 Contents Product Maintenance Services General Terms for Product Maintenance Terminology Product Life Cycle Product Maintenance Services Support Levels Support Priorities Support Options Service Levels for Standard Support Service Levels for 24/7 Support Service Levels for Long Term Support Service Levels for Service Request Support Handling of Support Means of Communication Ticket System Ticket Workflow Support Team s Approach to Support Cases Summary Support Options Support Resources
3 3 Terminology (1/2) General Terms for Product Maintenance: Terminology Requesting Assistance Request for Support: request to support the resolution of an Incident or Problem (example issue types: Defect/Bug) Request for Change: request to implement a Change of the product or documentation (example issue types: Improvement, Enhancement) Request for Service: formal request for information or advice (example issue types: Question, Coaching) Terms used for Service Management Incident: unplanned interruption or reduction in quality of the service provided by the product Problem: known error or cause of recurring Incident that requires a Change Change: addition, modification or removal of the behaviour of the product or of parts of the related documentation Service Request: request for activities of proactive maintenance that are targeted to prevent Incidents and Problems, including coaching and advice on best practices
4 4 Terminology (2/2) General Terms for Product Maintenance: Terminology Life Cycle Support Maintenance: activities necessary for retaining or restoring the product to the specified operable condition to achieve its maximum useful life Service Level Objectives Response Time: time between the arrival of an incoming Request for Support or Request for Service and the acceptance of that request by the First Level Support Resolution Time: time between the acceptance of an Incident or Problem and its resolution (fix or workaround) SOS does not guarantee fixed resolution times as these depend on the cause and nature of the specific problem SOS strives to ensure customer satisfaction and provides timely guidance, delivery of workarounds and recovery of the service provided by the product
5 5 Product Life Cycle General Terms for Product Maintenance: Product Life Cycle Product Life Cycle 1 year for Standard Releases, 4 years for Long Term Support Releases Product Maintenance Period Provision of maintenance releases Long Term Support Period Bug-fixes available for subscribers ca. 6 months ca. 6 months ca. 36 months General Availability End of Maintenance Announcement Last Public Maintenance Release End of Life General Availability The first release with a given major or minor version number Last Public Maintenance Release End of Product Maintenance for a release. After this date bug-fixes are provided to releases and customers applicable for Long Term Support. End of Life Bug-fixes will not be provided after this date Continued 1st and 2nd Level Support for customers
6 6 Product Maintenance Services General Terms for Product Maintenance: Scope of Product Maintenance Services Product Maintenance Maintenance Releases for bug-fixes Defect Support Analysis and Resolution of Product and Documentation Defects Workarounds are communicated if applicable Build and Installation Support Support for customers to build binaries from source code New Releases Maintenance for new features and components that become available Support for system environment updates (operating system, DBMS) Long Term Support Option to prolong the Product Maintenance of a release (one year after General Availability) up to three years starting from the Last Public Maintenance Release. SOS defines one release yearly for Long Term Support.
7 7 Support Levels General Terms for Product Maintenance: Responsibilities by Support Level First Level Support accept Support Requests and Service Requests resolve Incidents and restore the service provided by the product asap add proper documentation for issues to the Ticket System communicate solutions for known issues (Product Knowledge Base) escalate new issues to Second Level Support Second Level Support accept Incidents and Problems from First Level Support perform root cause analysis recommend configuration changes and provide workarounds if applicable forward issues to Third Level Support if code modifications are required Third Level Support resolve issues by source code modification (Change) provide bug-fix releases
8 Impact 8 Support Priorities General Terms for Product Maintenance: Priorities (Urgence) Severity High: a problem that severely affects system functionality Medium: a problem that reduces system functionality Low: an issue that does not require immediate attention Impact Critical: Major: Minor: business processes in a production environment are restricted multiple persons or business operations are affected a single person or business operation is affected Resulting Support Priority Matrix Critical Major Issue Major Issue Production standstill Major Minor Issue Major Issue Major Issue Minor Minor Issue Minor Issue Minor Issue Low Medium High Severity
9 9 Support Option for Standard Support Support Options: Scope and Service Levels for Standard Support Prerequisites for Handling of Support Issue Types supported: issues related to Incidents, Problems, Changes (Defect/Bug, Improvement, Enhancement) Support Priorities: Minor Issue, Major Issue, Production Standstill Scope of Support Product Maintenance, Defect Support, New Releases Support covers: Product Defects and Documentation Defects Workarounds are communicated if applicable Service Levels Service Hours: Mon-Fri 9am-4pm CET (UTC+1) resp. CEST (UTC+2) except for German public holidays Service Level Objectives Support Priority: Minor Issue, Major Issue Response Time: up to 12 hrs. Support Priority: Production Standstill (Impact: critical, Severity: high) Response Time: up to 1 hr.
10 10 Support Option for 24/7 Support Support Options: Scope and Service Levels for 24/7 Support Prerequisites for Handling of Support Supported Issue Types: issues related to Incidents (Defect/Bug) Support Priority: Production Standstill (Impact: critical, Severity: high) Scope of Support Defect Support Workarounds are communicated if applicable Service Levels Service Levels for Standard Support Option are inherited Extended Service Hours: Mon-Fri 12am-9am and 4pm-12pm CET (UTC+1) resp. CEST (UTC+2) Sat-Sun, German public holidays 12am-12pm Service Level Objectives Support Priority: Production Standstill Response Time: up to 1 hr.
11 11 Support Option for Long Term Support Support Options: Scope and Service Levels for Long Term Support Prerequisites for Handling of Support Supported Issue Types: issues related to Incidents (Defect/Bug) Support Priority: Major Issue Scope of Support Support Option in addition to Standard Support or 24/7 Support Option to prolong the Product Maintenance of a release (one year after General Availability) up to three years starting from the Last Public Maintenance Release. SOS defines one release yearly for Long Term Support. Defect Support: bug-fixes applied to latest minor version of releases with Long Term Support on demand Source code is maintained for all components Service Levels Service Levels for Standard Support Option are inherited Service Level Objectives Support Priority: Major Issue Response Time: up to 12 hrs.
12 12 Support Option for Service Request Support Support Options: Scope and Service Levels for Service Request Support Prerequisites for Handling of Support Supported Issue Types: issues related to Service Requests (Questions, Coaching) Support Priorities: Minor Issue Scope of Support Provide build and installation support Provide answers to customer questions and advise on configuration issues Perform coaching on best practices Service Levels Service Hours for Standard Support inherited Service Level Objectives Support Priority: Minor Issue Response Time: up to 12 hrs. Support Quota This support option is provided by individually sized support quotas
13 13 Means of Communication Handling of Support: Requesting Assistance and Receiving Support Requesting Assistance Primarily by 24/7 online Ticket System (TS) On agreement acceptance of to an individual support mail account In case of TS outages: acceptance of In case of outages: acceptance of phone calls Receiving Support The support team will primarily use the TS for contact during support cases may contact the customer by , Messenger or Phone if required may launch web conferences may directly access the customer s server system by VPN or SSH The customer will receive notifications from the TS on ticket status updates can enter additional information to a ticket in the TS at any time
14 14 Ticket System Handling of Support: Use of Ticket System Ticket System Online Ticket System (TS) available 24/7 for customers notifications are created on ticket status updates Ticket Handling for Incidents and Problems Before creating tickets customers are asked to verify that the Incident or Problem is related to a product defect look-up known issues in the Product Knowledge Base to check for available solutions When creating tickets customers are asked to add a detailed description of the Incident or Problem copy/paste error messages as reported by the system describe the expected behaviour and effective behaviour of the system add required information about their environment state the product version and environment (operating system, database) add log files and configuration files More detailed instructions are available at What information will SOS need when you submit a support request?
15 15 Ticket Workflow Handling of Support: Ticket Workflow by Support Level
16 16 Summary of Support Options Summary: Support Options Support Option Support Coverage Support Handling Service Levels Contract Type Calculation Type of Assistance Scope Event Type Issue Type Support Level Support Extension Service Hours Priority Response Time Standard Support 15% of licence fee Request for Support Product Maintenance Defect Support Incident Problem Defect/Bug 1st Level Support 2nd Level Support Ticket System Standard Service Hours Minor Issue Major Issue Production Standstill up to 12 hrs. up to 12 hrs. up to 1 hr. Request for Change New Releases Change Improvement Enhancement 3rd Level Support Ticket System Standard Service Hours Minor Issue up to 12 hrs. 24/7 Support (includes Standard Support) 35% of licence fee Request for Support Defect Support Incident Problem Defect/Bug 1st Level Support 2nd Level Support Ticket System Extended Service Hours Production Standstill up to 1 hr. Long Term Support 10% surcharge to maintenance fee release build based on daily rate Request for Support Defect Support Incident Problem Defect/Bug 1st Level Support 2nd Level Support 3rd Level Support Ticket System Standard Service Hours Major Issue up to 12 hrs. Service Request Support individual quota based on daily rates Request for Service Information, Advice Build Support Installation Support Service Request Question Coaching 1st Level Support 2nd Level Support Ticket System Online Support Virtual Site Visits Standard Service Hours Minor Issue up to 12 hrs.
17 17 Summary of Support Resources Summary: Support Resources Information Resources Product News: RSS Feed, Twitter Product Documentation: Web Site Product Knowledge Base: Confluence Change Management System: JIRA Requesting Assistance Ticket System: OTRS On agreement acceptance of to an individual support mail account In case of TS outages: acceptance of to: In case of outages: acceptance of phone calls to: Receiving Support Support Team Communication Tools Outgoing communication: Messenger (Skype), Phone Incoming and outgoing communication: Online Support via web conferences: GoToMeeting Virtual Site Visits via VPN or SSH
18 18 Product Maintenance Services Questions? Comments? Feedback? Software- und Organisations- Service GmbH Giesebrechtstr. 15 D Berlin
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