Fabasoft 3 rd Level Support Services for Fabasoft on-premises products Valid from January 07, 2016
Contents 1 Fabasoft 3 rd Level Support Services 4 2 Accessibility of the Fabasoft Support 4 3 Support Requests 4 3.1 Definition of a Support Request 4 3.2 Prioritisation 4 3.3 Reproduction 5 3.4 Response time 5 3.5 Supported products 5 3.6 Support of third-party products 5 4 Support processes 6 4.1 Filing of Support Requests and Product Requirements 6 4.2 Numbering and naming of Support Requests and Product Changes 6 4.3 Support Requests (incidents) 6 4.4 Hotfixes 7 4.5 Product Changes 7 2
Copyright Fabasoft Austria GmbH, Linz, Austria, 2016. All rights reserved. All hardware and software names used are registered trade names and/or registered trademarks of the respective manufacturers. No rights to our software or our professional services, or results of our professional services, or other protected rights can be based on the handing over and presentation of these documents. 3
1 Fabasoft 3 rd Level Support Services The Fabasoft Support Services for Fabasoft on-premises products provide an ideal assistance to the Customer to gain maximum profit from the use of the software package. Fast reaction times, competent and proactive information are key factors for a successful operation and assist the Incident-, Problem- and Change Management. The Fabasoft Support Services supply: efficient Customer service via a dedicated service desk, 24/7 on-line help through a searchable Knowledge-Base, which provides answers to frequently asked support questions. Fabasoft offers 3 rd -level-support in context of the support services. To ensure an efficient, satisfactory use of the software package, the professional 1 st - and 2 nd -level-support shall be established and operated by the Customer. 1 st - and 2 nd -level support at the Customer s premises establishes a competent contact person for the users of the software package, accepts requests, problems or requirements by the users and enforces an appropriate categorization, forwards non-solvable requests (incidents) as well as requirements to the Fabasoft 3 rd -level-support, closes the requests in agreement with the user. The Customer s 2 nd -level-support names one support coordinator and further contact persons to the Fabasoft 3 rd -level-support. The number of contact persons varies depending on the service package agreed with the Customer. These persons are eligible to transmit Support Requests to Fabasoft. On the part of Fabasoft Support Requests will be accepted and processed by a qualified support expert. 2 Accessibility of the Fabasoft Support At https:///support an electronic service desk for the Customer is set up. The support coordinator and the contacts of the Customer can submit technical Support Requests and transmit them to Fabasoft via this service desk. The Fabasoft Support Service Desk enables to do a consistent processing of the Support Requests. Processing state and progress of every request as well as the states of the Product Requirements of the Customer are transparent at any time. The Fabasoft support can in addition be contacted by e-mail to support@fabasoft.com as well as by phone: +43 732 606162-299 (Austria), +49 69 6435515-93 (Germany), +41 31 310 06 44 (Switzerland). The Fabasoft Support is engaged on working days (Monday to Friday). The relevant support hours are defined in the service package agreed with the Customer. 3 Support Requests 3.1 Definition of a Support Request Support Request shall mean a single request and the relating actions which may lead to a solution. A Support Request is a problem which cannot be divided into subfields (smallest unit). If a problem (Support Request) consists of different parts/fields, each of those parts/fields shall be considered an individual Support Request. Repair of defects of Fabasoft software products shall constitute no use of a Support Request. 3.2 Prioritisation Upon submission of the support request the responsible support expert of Fabasoft shall set the priority of the relevant request jointly with the Customer's contact person. In this respect the impact the problem has on the Customer's business operations shall be decisive. In the event of a dispute an officer of Fabasoft shall at his sole discretion determine the precedencies to be attributed to the request. A Support Request can require several contacts and investigations until the solution is found. 4
The number of charged Support Requests, also known as ticketing points, necessary for the solution of the problem is multiplied by the respective urgency multiplier in dependence of the urgency. The table below gives an overview of the different prioritisation ratings: Rating Description Multiplier A Critical B Urgent failure or equivalent impairment of the business processes and thus a material impact on the Customer's business operations time-critical problem with factual/functional impairment of the business processes; standstill of project development at the Customer's 4 2 C Important important problem affecting business operations 1 Please note that these ratings and their handling can differ depending on the service package agreed with the Customer. 3.3 Reproduction In connection with a support request the Customer will provide information to enable reproduction of the specific problem which is the subject-matter of the relevant Support Request by Fabasoft. Such information shall include but not be limited to: an overview of the support request including a reference / brief information, a precise description of the error pattern with the exact error report, an exact description of the error and the situation concerned, a comprehensible, detailed description of the steps needed in order to be able to reproduce the problem by Fabasoft. If additional information should be required for reproduction such information shall be requested in addition by Fabasoft in the specific case. 3.4 Response time Fabasoft offers the following response times in the context of the support service for the processing of Support Requests to the Customer: First-time response The interval for a first-time response quantifies the number of hours during business hours which may pass from receipt of the Support Request by the Service Desk until Fabasoft's first-time response. Qualified response The interval for a qualified response quantifies the number of hours during business hours which may pass until communication by Fabasoft of a specific problem-oriented proposal for a solution that is suitable according to the state of the art. Measuring of a qualified response shall commence after technical clarification and precise definition of the problem. Concrete response times for a first and a qualified reaction are defined in the service package agreed with the Customer. 3.5 Supported products Concrete supported products are defined in the service package agreed with the Customer. 3.6 Support of third-party products If a Support Request relates to a technology subject which is not supported according to the relevant Software Product Information of those Fabasoft standard software products which are the subject-matter of the Customer s Fabasoft Support Agreement (third-party technology) the following shall apply: Fabasoft shall endeavour to provide support also with respect to such a support request but the parties put on record by mutual consent that Fabasoft is not able to give any representation and/or warranty whatsoever for such requests. The reason is, in 5
particular, that Fabasoft has no support infrastructure for such third-party technology and it is also impossible to have every technology that is available on the market at one's disposal in a form capable of providing support. As regards a certain software product version of a third-party manufacturer which is integrated with a Fabasoft software product, such integration shall be supported by Fabasoft not longer than such software product version is supported by the third-party manufacturer itself. For example, a specific version of an integrated Microsoft software product is supported by Fabasoft not longer than until the date at which the Microsoft "Extended Support Phase" for that software product version ends. 4 Support processes The processing of the Support Requests is carried out at the Fabasoft Support Service Desk. If a Support Request is made via another channel, e.g. e-mail, Fabasoft will record this Support Request at the Fabasoft Support Service Desk in the context of the Customer. For a description on how to use the Fabasoft Support Service Desk click here. The support area at the Fabasoft Home Page is explicitly available to the defined support coordinator as well as the support contacts of the Customer. 4.1 Filing of Support Requests and Product Requirements The Fabasoft Support Service Desk separates the views of Support Requests as well as Product Requirements. A Support Request is a single enquiry from the Customer to Fabasoft Support and the actions in conjunction which can lead to a solution. Product Requirements, also known as Product Changes, are requirements of the Customer on changed or widened functionalities or bugs. In most cases Support Requests represent the source for a Product Change. Support Requests are filed as tickets per contract year in a container (Teamroom) belonging to a Service Agreement per Fabasoft Support Agreement. A new ticket can only be filed within the Teamroom for the current contract year. Editing of tickets filed within Teamrooms for older contract years is still possible. Product Changes are linked to their corresponding tickets and vice versa. All Product Changes can be found via a search. 4.2 Numbering and naming of Support Requests and Product Changes Each Service Agreement has its own unique ID. Support Requests (tickets) for the Fabasoft 3 rd -level-support will be named "FST <Service Agreement s ID>/<consecutive number>", Product Changes will be named "FSPC <Service Agreement s ID>/<consecutive number>". 4.3 Support Requests (incidents) All Customer s problem definitions and requests are filed as Support Requests (tickets). A ticket can have one of the following states: "Work in Progress" A dedicated Fabasoft Support Expert is currently working on this Support Request. "Waiting for Customer" The Fabasoft Support Expert has additional questions concerning the request or offers a possible solution to the problem. "Closed" The Support Request has been closed. The process of answering a Customer s problem definition substantially follows the above states. Fabasoft is eager to optimize time from receipt to finalization in order to gain good support collaboration with the Customer. Customers are kindly requested to close a Support Request upon completion. In case there is no Customer s feedback to a proposed solution within 30 days, the regarding ticket will be closed automatically. Specifically said, the Customer will receive a reminding e-mail every week for each ticket in the current state of "Waiting for Customer". The Customer shall receive the first e-mail after a ticket shows this state and no activity regarding this ticket has been 6
carried out at for at least one week. After four weeks without response by the Customer the respective ticket will be closed automatically. The close of a ticket will be noted within the ticket s "Communication, earlier reminders will not be noted. In case of activity within one of these tickets, the described automatism starts over again. If a Customer wants to extend the mentioned time span, this can easily be achieved by sending either an e-mail to support@fabasoft.com or by adding an appropriate message within the "Communication", which will lead to an automated deferment of the automatism. Closed tickets can be requested to be reopened. The request will be forwarded to a Fabasoft Support Expert and will be either confirmed or declined. This process will be noted within the ticket s "Communication". Any related tickets and Product Changes can be referenced in the ticket s "Referenced Tickets and Product Changes". 4.4 Hotfixes Handling of hotfixes is settled in the Fabasoft Support Agreement as follows: "The Fabasoft support team maintains close contacts with the Fabasoft development teams. If no appropriate and viable solution in the form of a workaround can be found for a critical problem in the Fabasoft software products that can be reproduced by Fabasoft that has material impacts on the Customer's business operations, the support team shall instruct development experts to make changes to the Fabasoft Software Products (= hotfix) on conditions which Fabasoft shall define." The Fabasoft Support and the Customer clarify if the preconditions for the development of a hotfix are given. The state of the ticket will be "Work in Progress" after a Fabasoft Support Expert has requested a hotfix of the Fabasoft Development Team. After occurred implementation and quality assurance Fabasoft Support transmits the hotfix to the Customer within the ticket. The state of the ticket is changed to "Waiting for Customer". Hotfixes are also documented in Product Changes, showing the state Hotfix Requested or Released as Hotfix. 4.5 Product Changes Fabasoft files an appropriate Product Change for product wishes as well as problems at the Fabasoft Support Service Desk. The Customer will be informed within the ticket s communication pane. For product wishes as well as problems for which no hotfix is made in the specific product version (e.g. because a workaround already exists), the ticket has the state "Waiting for Customer" at this time. The Customer then checks the description of the Product Change (not editable by the Customer) and returns a corresponding feedback to the Fabasoft Support within the ticket. If the description of the Product Change is coordinated positively between the Customer and Fabasoft, the accompanying ticket shall be closed. For the handling of hotfixes see chapter 4.4. A ticket as the source of a Product Change is interlinked at the respective Product Change and vice versa. All Product Changes of the Customer can be found via a search. The respective state of the Product Change can be seen by the Customer at any time at the Fabasoft Support Service Desk. The classification of the changes and the further treatment is incumbent on the respective product owner of Fabasoft. Product Changes for product wishes and problems (no hotfix) can show one of the following states: "In Progress" The change wasn t realized yet. This status also can mean that by the responsible product owner no decision on the actual putting into action of this change was made yet. "Released" At implementation of a Product Change it will in addition be visible to the Customer with which specific version this change will be available to the Customer. Moreover, a presentation of details is provided in the description of the Product Change if requested. "Not Released" The Product Change was rejected by the responsible product owner of Fabasoft. Corresponding reasons are provided if requested. Product Changes for hotfixes can show one of the following states: Hotfix Requested A hotfix of the Fabasoft Development Team is requested by a Fabasoft Support Expert. 7
Released as Hotfix A hotfix was transmitted to the Customer by Fabasoft Support. Any related tickets and Product Changes can be referenced in the Product Changes "Referenced Tickets and Product Changes". For any questions concerning a Product Change a new ticket can be created and the Product Change object referenced in the ticket s "Referenced Tickets and Product Changes". 8