Support Policies

  1. Software
  2. Support Contacts
  3. Global Support
  4. Application Currency
  5. Issue Resolution
  6. Service Levels
  7. Your Responsibilities
  8. Escalation Policy
  9. End of Life Policy
  10. Second Level Support (Resellers Only)

If you are an end-user or reseller of Dataguise DG Secure, Dataguise will support your eligible software under the terms of these Support Policies as long as you maintain a current subscription to Support. “Support” means the subscription services described in these Support Policies and does not include one-time services or other services not specified in these policies, such as training, consulting and custom development. If Dataguise agrees to provide such other services, they will be specified in a separately executed document.

1. Software

“Supported Software” means the software delivered by Dataguise to you under the Agreement. The Supported Software includes the non-proprietary and proprietary software components delivered by Dataguise together with Dataguise DG Secure.

2. Support Contacts

Support may be initiated and managed only by your Technical Contacts.“Technical Contacts” are named individuals who are responsible for administration of the Supported Software within your organization.

3. Global Support

Dataguise will provide reasonable product and technical support to address your questions concerning use of the Supported Software. Technical Contacts may initiate Support by submitting a ticket through our 24-hour web ticketing system at https://support.Dataguise.com .

4. Application Currency

As part of Support and at no additional license fee, Dataguise will provide you with all new versions of the Supported Software that it generally releases, including all improvements, enhancements and bug fixes. All such new versions are provided subject to the terms of the Agreement. Support does not include any item that Dataguise licenses separately from the Supported Software you have licensed or that Dataguise makes available for an additional fee.

5. Issue Resolution

Dataguise will make reasonable efforts to resolve any Issues submitted by your Technical Contacts. An “Issue” is a material and verifiable failure of the Supported Software to conform to its functional specifications. Support will not be provided for use of the Supported Software in a manner inconsistent with the applicable documentation, modifications to the Supported Software not provided by or approved in writing by Dataguise, or use of the Supported Software with products or software not provided or approved in writing by Dataguise.

6. Service Levels

When your Technical Contact submits an Issue, Dataguise will reasonably assess its priority according to the appropriate priority levels defined below. Dataguise will confirm the priority level with you and will resolve any disagreement regarding the priority as soon as is reasonably practical. Urgent and High priority levels are not available for non-production systems.

TABLE 2
Hours24x7x365
LoggingWeb
Issuesunlimited
PriorityResponse
Urgent2 hour
High4 hours
Normal/Low24 hours M-F, excluding US holidays

“Urgent” means a catastrophic problem in the customer’s production systems. Examples include a complete loss of service, production systems that are crashed, or a production system that hangs indefinitely. The customer cannot continue essential operations.

“High” means a high-impact problem in the customer’s production systems. Essential operations are seriously disrupted, but a workaround exists which allows for continued essential operations.

“Normal” means a lower impact problem on a production system that involves a partial or limited loss of non-critical functionality, or some other problem involving no loss in functionality. The customer can continue essential operations. Normal problems also include all problems on non-production systems, such as test and development systems.

“Low” means a general usage question. It also includes recommendations for requests for new products or features, and requests for enhancements or modifications. There is no impact on the quality, performance, or functionality of the product in a production system.

7. Your Responsibilities

You shall provide Dataguise with data, process information, online access to the Supported Software, supporting analysis, and access to your Technical Contact as reasonably required to allow Dataguise to resolve reported Issues. You are responsible for the adequate duplication and documentation of all of your files and data for back-up purposes.

8. How to Escalate a Support Issue

Dataguise Support is committed to providing accurate and timely solutions to your technical support needs. If you have a critical or serious technical issue on your production system or are not satisfied with the response or resolution provided to you by Dataguise Technical Support, please use one of the following escalation paths to have your concerns addressed:

  1. For support issues where the business impact has changed or was not correctly stated initially, request to have the priority of the ticket increased according to our support policy’s severity level definitions.
  2. For an existing issue that has become critical in nature where your production system is down, inaccessible, or you are dissatisfied with our response or resolution follow the procedure below for management review.
    • Verify that your support ticket is up-to-date and all requested information and files have been provided and request an escalation.
    • Contact Support by calling our escalation phone line and speak with a support engineer. The escalation number can be found in your “Welcome to Dataguise” email or from your Sales Account Manager. You will be asked for your name, company name, ticket number, contact number, and reason for the escalation. If a support engineer is not available an operator will take your information and generate an urgent support request.
  3. Once an escalation has been received, the Support Manager will contact you to acknowledge the escalation and determine the mode of communication and frequency of updates. The Support Manager will work to ensure that the appropriate resources are available to identify a solution or workaround.

9. End of Life Policy

Support covers each Major Release for at least 12 months after its general release, and covers all Minor Releases under a supported Major Release.

“Major Release” means a new version of the Supported Software made generally available by Dataguise with substantial improvements, enhancements and bug fixes, represented by a change in the number to the left or right of the first decimal point (such as a version change from 6.1.0 to 7.1.0 or from 6.1.0 to 6.2.0). “Minor Release” means a version change represented by a change in the number to the right of the last decimal point.

For example, if a Major Release is provided in June of 2012, then it will be supported until the end of May 2013, even if 7 Major Releases are made available in that 12-month period. Similarly, if only one Major Releases is made available over a two-year period, then it will be supported throughout that period.

Major Release

  • General Availability (GA): The day the release is first available for customers.
  • End of Sale (EOS): The day the release is no longer available for Sale. A new release version will be available for sale.
  • End of Maintenance (EOM): This is the last date that Dataguise may release any maintenance releases or final software fixes.
  • End of Life (EOL): The last date to receive Dataguise support for the release.

Support only covers use of the Supported Software on the platform or operating system versions that are specified at https://www.dataguise.com/supported-platforms. Support does not cover use of the Supported Software on platforms or operating systems that are no longer supported by the original vendor.

10. Second Level Support (Resellers Only)

If you are a reseller of the Supported Software, you shall provide First Level support to end-users. “First Level” support means first line and direct inquiries from end-users, including (1) email, phone, online chat and all other direct interaction with end-users about the Supported Software; (2) diagnosis of Issues; and (3) resolution of Issues. If after reasonable commercial efforts you are unable to diagnose or resolve an Issue, and upon payment of applicable fees, you may contact Dataguise for “Second Level” Support. You shall use commercially reasonable efforts to provide Dataguise with data, process information, online access to the Supported Software, supporting analysis, and access to the end-user’s Technical Contact as reasonably required to allow Dataguise to resolve reported Issues.