From product development through worldwide deployment, Continuous Computing’s customer service team provides world class technical support to its customers. This document summarizes the standard technical support procedures, notification, and reporting provided to customers during development and after deployment of the product.

1. Support Models

1.1 AUTOMATED TICKET SUBMISSION TOOL

Continuous Computing will provide a unique Username and Password that will allow the customer to access the Technical Issue Tracker http://tracker.ccpu.com/.

All the issues are logged into the Central Support Database and tracked until they are resolved to the customer’s satisfaction. Support ticket submissions generate immediate automated email responses that provide issue-specific Customer Problem Report (CPR) numbers for tracking purposes. Customers are able to view and track the status of the outstanding Customer Problem Report (CPR) via the Continuous Computing support website using the CPR number.

1.2 SUPPORT PACKAGES

There are two general Customer Support / Technical Support packages available from Continuous Computing, namely Standard and Platinum Support.

Standard Support

  • 24 x 7 x 365, all day, every day:
    • Submission of Customer Problem Reports (CPR)
    • Submission of Return Material Authorization (RMA)
    • Tracking the status of open CPRs and RMAs
    • Free download of software updates
    • Access to product FAQ, if available
  • Monday through Friday, regular business hours:
    • Access to a support engineer for questions on product design and architecture
    • Replacement shipment for RMA within 15 business days of receiving the defective part.
    • Access to a Customer Program Manager assigned to your account and who is a single Point of Contact for all support and business issue escalations

Platinum Support

  • Standard Support plus:
  • 24 x 7 x 365, all day, every day:
    • Limited access to a development engineer (via the Customer Program  Manager) on technical support issues
  • Technical support by our local Field Sales Engineers for critical issues
  • RMA shipped the next business day after submission

1.3 CUSTOMIZED TECHNICAL SUPPORT

In case the offered support packages do not meet a customer’s need, the customer can request a customized support package. Please work with your Continuous Computing Sales Director on your special technical support needs.

1.4 LOCAL FIELD SALES ENGINEERS

In addition to support provided by the technical support staff, customers who purchase the Platinum Support package have direct access to Field Sales Engineers for critical issues. Continuous Computing has Field Sales Engineers located worldwide. Please contact your Continuous Computing Sales Director for more information.

1.5 ON-SITE SUPPORT

Customers may request on-site support services for issues that cannot be resolved remotely. Subject to prior agreement, Continuous Computing can provide on-site support at a time and for a duration that is mutually agreed upon.

2. Technical Support Process

2.1 ISSUE CLASSIFICATION

The severity level of a technical problem is based upon the nature and consequence of the perceived functional problem in the product when compared to documented specifications. Severity levels are used to prioritize response times, initiate technical actions, and to determine when to escalate an issue to higher levels.

Customers set the severity level of a CPR at the time of submission per the following table. In a very rare case, if a severity level does not match with the defined guideline, Continuous Computing has the right to change the severity level of a CPR.

Serial # Severity Description
1 Critical A problem that affects features/functionality necessary for the normal operation of the product and is causing an overall system failure, network down time, or a problem that is blocking the progress of a development project or deployment of the product in the field.
2 High A problem that affects features/functionality necessary for the normal operation of the product but which would NOT cause an overall system failure or network down time.
3 Medium A problem that affects features/functionality which do not impair the normal operation of the product and/or there is a workaround for the problem.
4 Low A problem that does not affect the feature/functionality of the product and cosmetic in nature.

2.2 ISSUE RESOLUTION

Continuous Computing will assign reasonable technical support resources to resolve customer submitted tickets. Response will include the provision to provide a temporary work around solution when available and a subsequent, more complete and validated solution for the problem. First response and workaround will be sent within different timelines depending on the severity of the ticket.

Severity First Response (When) Target Workaround
(When)
Critical 4 business hours 72 hours
High Next business day 5 business days
Medium 2 business days Future Release
Low 3 business days Future Release

Workaround timeline calculation starts when:

  • Issue is reproducible at customer lab or deployment site.
  • Issue has been clearly identified down to Continuous Computing Hardware Module.
  • Defect ticket information clearly states material variance between the performance of the product as observed and the applicable specifications, as well as all internal settings and the process that reproduces the material variance: debug traces, system environment variables, test configuration information, and product usage scenario.
  • Reporting of settings may require the execution of a script or list of commands and the forwarding of the out file for analysis.

Continuous Computing will address non-critical CPRs with an explanation, a suggestion of an alternate methodology, or a work-around. If commercially reasonable and in conformity with current product plans/releases, Continuous Computing may incorporate a work-around for these CPRs in an Update.

Continuous Computing will assume no responsibility for correcting any alleged software defect if the Customer fails to incorporate any update or upgrade of a product that Continuous Computing has provided in accordance with the existing Software Licensing Agreement.

2.3 ESCALATION PROCEDURE

Customers may escalate a technical issue if it is not handled according to their expectation. Following is a guideline describing at which level an issue should be escalated depending on the severity of the issue and delay in resolving it.

Serial # Severity Level Management Escalation
Who When
1 Critical Program Manager (if assigned)
Director of Program Management
Executive Management		 Within next 24 hours
2 Business days
5 Business days
2 High Program Manager
Director of Program Management
Executive Management		 2 Business days
3 Business days
10 Business days
3 Medium Program Manager
Director of Program Management		 5 Business days
7 Business days
4 Low Program Manager
Director of Program Management		 5 Business days
15 Business days

2.4 END OF LIFE SUPPORT

When Continuous Computing decides to make a product obsolete (EOL), current customers are notified ahead of the effective EOL date. If a customer has a support contract which is in effect after this date, the customer will be supported until the end of the support contract. Support contract can be extended beyond EOL date by mutual agreement between Continuous Computing and the customer.

3. Hardware Product Support

3.1 PROGRAM MANAGEMENT

Continuous Computing may provide Customer Program Management (CPM) services to customers under support contract to coordinate all business and engineering related issues from a single point of contact. The CPM manages monthly forecasts, weekly ticket review, quarterly business review meetings, escalations. This interface will also effectively ensure that the customer’s technical requirements are met and issues are resolved efficiently.

3.2 REPAIR SERVICES

Please refer to the Continuous Computing RMA process and policy documents for the repairs services offered by Continuous Computing at http://www.ccpu.com/customer-support/warranty-rma-process/.

4. Software Product Support

4.1 SOFTWARE PRODUCT UPDATES

A software product “update” refers to a public release of a new version of a software product which corrects (patches) errors in the previous version or the product documentation. An “update” or “patch update” is typically designated by a change in the Update version number, e.g., a change from version 1.2 Update 1 to 1.2 Update 2.

4.2 SOFTWARE PRODUCT UPGRADES

A software product “upgrade” refers to a public release of a new version of the product that adds certain functionality or features that differ from the specifications of the previous version. An upgrade may be minor in nature, where the feature differences are minimal, or major, where the functionality and features are significantly different than in the previous release. A minor upgrade is designated by a change in the right-most digit of the version number, e.g., a change from 1.2 to 1.3. A major upgrade is designated by a change in the first digit of the version number, e.g., a change from 1.4 to 2.0.

Product upgrades can be downloaded from the Continuous Computing download website located at http://www.ccpu.com/customer-support/downloads-documentation/.

4.3 SUPPORTED RELEASES

Continuous Computing will support the current public release version of a software product and the immediately preceding public release version, but also all public release versions released within last eighteen (18) months. Older versions can be supported by mutual agreements between the Customer and Continuous Computing.