Opslogix Support Guide

Support Components and Pricing

* I = Included 0 = Optional 

** - Additional Program Licenses. If during the Initial Term or any Renewal Terms, You acquire additional Program licenses, then additional Support fees shall be payable in respect to those licenses. The Support  fees for such additional Program licenses shall be pro-rated for the balance of the Initial Term or Renewal Term in which such Program licenses were acquired. The Support fees for such additional Program licenses will be combined on the next Support Anniversary Date with the Support fees being paid by You for the Program licenses previously purchased by You.

2. SUPPORT COMPONENTS

At Opslogix, our Support team is ready to help. Assistance can be tailored for concerns ranging from an urgent issue to a question about Program functionality. Our Support plan is designed to include a comprehensive package of services, enabling You to better utilize the investment You have made in the Program. The Support components Opslogix provides are as follows: 

2.1 Software Maintenance 

The research and development teams at Opslogix are working to improve the capabilities and  performance of our software. When a new release is made commercially available, that release may be downloaded by all Customers who have current Support subscriptions. New releases (other than maintenance releases) typically contain major feature changes, including new functionality, performance enhancements and corrective content. When a new release is made commercially available, the related documentation is updated to incorporate information about new features and enhancements included with new software releases. 

2.2   Opslogix Web Support 

The Opslogix Community is a website dedicated to Opslogix customers and partners and is a place for members to support one another and work together. It is a self-serve community that promotes collaboration, openness, diversity and sustainability so that You can communicate and share best practices with Your peers and access the Opslogix Web Support resources (http://www.opslogix.com/blog), 24 x 7. It includes Documentation, a searchable knowledge base, Error resolution tips, known Errors and Workarounds, Program user manuals and implementation guides, best practices and access to knowleadgbase. Technical or non-technical questions can be posed to other community members and Opslogix. We also encourage our Customers to take part in our software development roadmap. Our Product Enhancement Program gives You the opportunity to proactively suggest new features and enhancements and to provide valuable feedback for future releases. 

2.3 Support Incidents 

Based on the number of Management Licenses You have purchased, You can designate a specified number of Support Contacts (as specified in the table below) through which all questions submitted to Opslogix by phone, email or web, will be channeled. Designated Support Contacts are usually subject matter experts or a corporate help desk staff who are knowledgeable about the Program and Your business environment. 

In any given Support year, Your designated Support Contacts will be able to log Incidents based on the number of Licenses licensed by You (as specified in the table below). Incidents will only be received by Opslogix during business hours. In order to receive Support You must have installed the latest updates and patches released by Opslogix. 

If You contact Opslogix for an Incident that is due to an Error in the Program, that Incident will not count towards Your annual maximum number of Incidents. 

Support Contacts and Incidents per Support Year 

 Our highly skilled support team experts are here to answer day-to-day operational or technical questions and to help You find better ways to leverage Your Opslogix software investment. 

Since Opslogix is a Management Pack for System Center Operations Manager, You are encouraged to reference or contact available Microsoft support services to eliminate any environment or platform related issues prior to contacting Opslogix. If it is believed to be a Opslogix Management Pack issue, and the problem is not related to the System Center Service Manager platform, OpsLogix will work with You to resolve the Incident as quickly as possible. A Microsoft support ticket number is required to enable Opslogix to co-ordinate resolution activities with Microsoft support resources if required. 

You should always first review current support information available on the Opslogix Community and Web Support Portal at (https://www.opslogix.com/knowledgebase/) where You will find problem resolution tips, known issues and workarounds, product and implementation guides, best practices and access to blogs and forums 24x7. Opslogix follow up for Web Support issues will be during business hours. If Opslogix follows up via phone it will not count against the available Incident balance. 

Incident Support: If You have an urgent issue or are unable to resolve Your problem through the Opslogix Web Support community, You can contact by email or phone the Opslogix Support Center, located in The Netherlands which provides escalation support during normal business hours, excluding holidays and weekends. Incidents initiated with the Opslogix Support Center will count against the available Incident balance upon resolution. 

* Hours of operation are during normal business hours and exclude holidays observed in the jurisdiction in which the Opslogix Support center is located.

 Opslogix’s targeted response times are specified below. The prioritization of Opslogix’s response to an Incident will be determined by the severity level. An initial discussion between the Opslogix Support  team and the Customer about an Incident report will be used to determine its severity. This process is designed to address the most critical issues first. All times are based on regular business hours and serve as a guideline only. 

4.1 Workarounds 

Once an Incident is reported, the main objective is to find a satisfactory solution as soon as reasonably practicable having regard to the applicable Severity level. In some cases, a Workaround is provided as a temporary solution to allow for the completion of a task that would not have otherwise been accomplished due to an Error or Program limitation.

4.2 Software Error 

When a reported Incident is caused by a Program Error, that Incident will be recorded in Opslogix’s Error tracking system and escalated to the Opslogix product development team. An Error correction is  then scheduled for inclusion in a future Program maintenance release. Although OpsLogix tries to respond to all Incidents and Customer requests the timing and incorporation of particular fixes and new functionality is solely at OpsLogix’s discretion. 

 OpsLogix will respond to a Customer Incident report with a follow up email that will include the Incident number and a confirmation that the Incident is being investigated and escalated in accordance with the targeted times specified in the Support Agreement. 

If an Incident report is active in Opslogix’s tracking system and three (3) unsuccessful attempts have been made by a Opslogix Support agent to obtain an update from one of Your Support Contacts (by phone or by email), the Incident can be closed. A note will be made in the Incident record that the Opslogix Support agent attempted to follow up and that no response was received from Your Customer Contact. The Opslogix Support agent will send an email to the Customer indicating that the Incident report has been closed. If Opslogix is unable to reproduce a reported Incident after reasonable efforts to reproduce such Incident, Opslogix shall be entitled to close such Incident. A note will be made in the Incident record that Opslogix was unable to reproduce the reported Incident. 

 Response Time and Severity Escalation

Note:  

1:  Response time/escalation time is defined as the amount of elapsed time from the date/time of the initial contact (e-mail/voicemail date/timestamp, phone call receipt) for Opslogix staff to contact the Customer or escalate an Incident. It includes regular business hours (Central European Time | CET) and excludes weekends and statutory holidays. 

2: These are internal response/escalation guidelines and are not intended to indicate contractual obligations. 

 Escalation Levels 

The three escalation levels used by Opslogix are: 

• Tier 1 – typically (but not limited to) Service Desk Representative validates the Incident, assesses known Errors and Workarounds or potential resolutions. 

• Tier 2 – typically (but not limited to) Technical Specialist investigates and validates the Incident and possible resolutions. 
• Tier 3 – typically (but not limited to) Product Development investigates possible resolutions. 

5. SUPPORT AGREEMENT TERM 

 The Support Agreement Term will commence on the date of the Order (the “Effective Date”), unless terminated earlier in accordance with the terms of the Support Agreement, for a period of 1 year thereafter (the “Initial Term”). The Support Agreement will automatically renew for additional one year terms (each, a “Renewal Term”), unless either party provides the other with written notice of its intent not to renew the Support Agreement at least thirty (30) days prior to the end of the then current Initial Term or Renewal Term. 

6. GENERAL NOTES 

 The information in this Opslogix Support Guide is accurate at the time of publication. The Support-related matters described in this Opslogix Support Guide supersede all previous Opslogix Support Guides. OpsLogix reserves the right to change the Opslogix Support Guide and related support policies at any time and shall advise its supported Customers of any changes when they occur. Terms not defined in the Program Guide shall have the meaning ascribed to those terms in the Support Agreement.