Technical Support Policy
The following details the Technical Support services offered by Continuous Computing for both hardware and software products and attempts to address the expectations of customers. The following information will help customers determine the level of service they will receive from Continuous Computing when they are under a Technical Support contract with Continuous Computing. Additionally, the document details the level of cooperation expected, and the process that customers should follow, in order to obtain the service level offered by Continuous Computing.
Scope
The scope of this document includes only current support policies, as of the Release Date of this document. The guidelines and policies within the scope of this document are subject to change in the future, without prior notice.
Continuous Computing Technical Support
This document summarizes the standard technical support plans which include interfaces, procedures, notification, and reporting provided to customers during development and after deployment of the product.
Continuous Computing follows the procedures and interfaces documented in its Quality Management System which is registered to ISO 9001:2000 by BSI. Process improvements required to support the customer product development and deployment will be incorporated into Continuous Computing procedures as required and appropriate.
1. Definition
1.1 Technical Support
Technical Support entitles the customer to submit support tickets with questions on the product specifications/usage and request help on troubleshooting problems encountered. Continuous Computing Technical Support Engineers and when necessary product development engineers work with the customer in resolving these issues.
1.2 Warranty
Product warranty entitles customer to get a part repaired or replaced during the “warranty period” when the part does not meet the written product specifications. Warranty service is provided using the RMA policy. In general, product warranty does not include technical support.
2. Technical Support Channels
2.1 Automated Ticket Submission Tool
Continuous Computing will furnish its customer with a unique Username and Password that will allow the customer to access the Customer Service web site, www.ccpu.com/support. Terms and conditions regarding use of this site are posted on the site. If a customer has problem accessing this web page, the customer can send mail to support @ 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 by customers receive 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 CPR via the Continuous Computing support website using the CPR number.
2.2 Local Field Sales Engineers
This service is available to our customers who have purchased higher level of support contracts from Continuous Computing. In addition to support provided by Continuous Computing technical support staff, customers have direct access to Field Sales Engineers for critical issues. These engineers are trained on the Continuous Computing products, including hardware, software, middleware, firmware, and system management functions and can answer basic product-related questions. Continuous Computing has Field Sales Engineers located worldwide. Please contact Continuous Computing sales director for more information.
2.3 On-site Support
Customers may request on-site support services for issues that cannot be resolved by the Field sales office or remotely by Continuous Computing design center engineers. Subject to prior agreement, Continuous Computing can provide on-site support at a time and for a duration that is mutually agreed upon by Continuous Computing and the customer.
2.4 Customer Product Development Support
Continuous Computing assists its customers to reduce their "time to market" by providing excellent technical support when customers are designing and developing their products using Continuous Computing hardware and software. The Customer's development team has access to Continuous Computing's development team (via the support interface) during Continuous Computing's normal business hours to answer any design or architecture related issues in addition to customer support engineers. These discussions are facilitated directly by the Customer Program Manager (if assigned to the account), technical support team, development engineers and system architects.
2.5 On-site Training
Continuous Computing provides training on our hardware and software products. This training can be conducted either at the customer's site or at Continuous Computing design facilities. Please contact your Continuous Computing sales director for more information.
2.6 Customized Technical Support
In case the offered support packages do not meet a customer’s need, the customer can request for a customized support package. Please work with your Continuous Computing sales director on your special technical support needs.
3. Technical Support Process
3.1 Issue Classification
The severity level of a technical problem is based upon the nature and consequence of the perceived functional problem, failure, or error in the Continuous Computing hardware or software when compared to documented specifications. Severity levels are used by the Continuous Computing teams to prioritize response times, initiate technical actions, and to determine when to escalate an issue to higher levels to meet customer expectations.
The customer sets the severity level of a CPR at the time of submission. Following table is a guideline on how severity levels should be set. 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. |
3.2 Response and Resolution Time
Continuous Computing will assign reasonable engineering resources to resolve customer submitted tickets depending on the severity of the customer tickets. First response from engineering will be sent to customer for the submitted ticket depending on the severity of the ticket. The resolution time for a ticket depends heavily on the type of the problem and the amount of information provided to Continuous Computing from the customer submitting the ticket. The necessary information generally includes, but is not limited to; debug traces, system environment variables, and the product usage scenario.
In this context, a "first response" means the initiation of a technical analysis of the reported problem or clarifying questions for an analysis. A more thorough solution will be provided in a later response.
| Serial # | Severity | First Response from Engineering (When) |
|---|---|---|
| 1 | Critical | Within one business day |
| 2 | High | Within next business day |
| 3 | Medium | Within 5 business days |
| 4 | Low | Within 10 business days |
3.3 Issue Resolution
Continuous Computing response will include the provision to provide a customer a temporary work around solution when available and a subsequent, more complete and validated solution for the problem.
Customers will be able to download any software bug fixes and training documentation directly from the Continuous Computing support website. In addition, a US toll free number and phone numbers in India, China, Europe and Japan are available for any urgent issues. The numbers are posted at www.ccpu.com/contact/support.html.
In order to fix the problems quickly, Continuous Computing expects the customer to provide reasonable engineering support so that Continuous Computing engineers may debug the problem efficiently.
3.4 Escalation Procedure
If a technical support issue is not handled according to the customer’s expectation, customer may follow the Continuous Computing Escalation Process to escalate the issue to the highest level. The Escalation Process is posted below in section 5.5.
3.5 End of Life Support (EOL Support)
When Continuous Computing decides to make a product obsolete (EOL), current customers are notified at least 6 months before 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 negotiation and mutual agreement between Continuous Computing and the customer.
4. Hardware Product Support
4.1 Program Management
Continuous Computing may also provide Program Management (PM) services to customers under support contract to coordinate all business and engineering related issues from a single point of contact. The Program Manager (PM) coordinates all the business activities for the customer e.g., forecasts on a monthly basis, problem escalation if the customer is not satisfied with regular support channel, quarterly business review meetings, etc. This interface will also effectively ensure that the customer's technical requirements are met and issues are resolved efficiently.
4.2 Repair Services
Please refer to the Continuous Computing RMA process and policy documents for the repairs services offered by Continuous Computing. This document is posted on Continuous Computing public web site at www.ccpu.com/support/rma/.
4.3 Spare Hardware
Continuous Computing recommends customers purchase spare components and deploy them at select locations. Continuous Computing also recommends customers consider keeping spare product components during product development in order to limit any delays due to component failure.
5. Software Product Support
5.1 Software Product Updates
A software product "update" refers to a public release of a new version of a software product (or any part of the product) which corrects (patches) errors in the previous version of the product or the product documentation. An "update" or "patch update" is typically designated by a change in the right-most digit in the product version number, e.g., a change from 2.0.1 to 2.0.2.
For every error found and properly reported to Continuous Computing by a customer, or found by us in a customer-related software product, the company will:
- Incorporate an error correction in a future "Patch Update Release" of that specified product which initially contained the error; and
- Supply Customer with the latest public release of the product containing such error correction, subject to the provisions of the applicable Software License Agreement in effect between the parties.
- Patches can be downloaded 24x7 from Continuous Computing web page
5.2 Software Product Upgrades
A software product "upgrade" refers to public release of a new version of the product that adds certain functionality or features that differ from the specifications of the previous version of the product. An "upgrade" may be minor in nature, where the functionality or feature differences are minimal, or an "upgrade" may be major, where the functionality or features are significantly different than in the previous public release. A "minor upgrade" is typically designated by a change in the two right-most digits of the version number, e.g., a change from 2.0.1 to 2.1.0. A "major" or "complete upgrade" is typically designated by a change in the first digit of the version number, e.g., a change from 2.0 to 3.0.
Should Continuous Computing release a minor or major upgrade to any Customer-deployed software product, the company will:
- Inform the Customer regarding the nature and scope of the upgrade; and
- Supply Customer with the latest public release of the product containing the upgrade subject to the provision of the applicable Software License Agreement in effect between Customer and Continuous Computing.
- Product upgrade can be downloaded 24x7 from Continuous Computing FTP site. Downloads are available on the FTP site for up to 7 days after the notification is sent. After this time, upgrades are available from FTP site by request.
- Continuous Computing supports two latest public releases of its products. With the release of a new upgrade, the new release and one release immediately before the new release will be supported.
5.3 Supported Releases
Continuous Computing will support the current public release version of a software product and the immediately preceding public release version, but in all events will support all public release versions released within last eighteen (18) months. Older versions can be supported by mutual agreements between the customer and Continuous Computing.
5.4 Software Product Support Limitations
Continuous Computing will assume no responsibility for correcting any alleged program error 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.
5.5 Escalation Process
Customers may escalate any technical support or RMA issue if it is not handled according 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 the issue. Customers can use support contacts listed on Continuous Computing support web page to start the escalation process (www.ccpu.com/contact/support.html). Customer can ask for name, number and email address of the appropriate executive in the following table and contact that person directly.
| Serial # | Severity Level | Management Escalation | |
|---|---|---|---|
| Who | When | ||
| 1 | Critical | VP Customer Support VP Engineering Executive Mgmt |
Within next 24 hours 2 Business days 5 Business days |
| 2 | High | Customer Support Director Engineering Director Executive Mgmt |
2 Business days 3 Business days 10 Business days |
| 3 | Medium | Customer Support Director Engineering Director |
5 Business days 7 Business days |
| 4 | Low | Customer Support Director Engineering Mgmt |
5 Business days 15 Business days |
