Differences

This shows you the differences between two versions of the page.

--- supportservicesdescription [2021/05/03 18:52] – [Reproducing Errors] Justin Willey
+++ supportservicesdescription [2021/05/05 13:44] (current) – [Support and Maintenance Services] Michael Scott
@@ Line 2: / Line 2: @@
 ===== Support and Maintenance Services =====
-Support and Maintenance Services are included in the IQXanywhere service subscription and entitles Clients to the following:
+Support and Maintenance Services are included in the IQXanywhere service subscription and entitle Clients to the following:
-  * Two (2) initial support dedicated contacts designated by Client in writing that will have access to support services.
+  * Two support dedicated contacts, designated by Client in writing, who will have access to support services.
   * Electronic support in order to help Customers locate and correct problems with the Software.
-  *  fixes and code corrections to correct Software malfunctions in order to bring such Software into substantial conformity with the operating specifications.
+  * Fixes and code corrections to correct Software malfunctions.
   * All extensions, enhancements and other changes that IQX Limited, at its sole discretion, makes or adds to the Software and which IQX Limited furnishes, without charge, to all other users of IQXanywhere.
-  * Enhanced Support is available for an additional charge as per the IQXanywhere price list as published and updated from time to time.
+  * [[https://iqx.co.uk/iqxanywhere-info/enhanced-support-services-description/|Enhanced Support]] is available for the additional charges shown in the [[https://iqx.co.uk/iqxanywhere-info/price-schedule/|IQXanywhere Subscription Services Pricing Plan]] as published and updated from time to time.
 ===== Response and Resolution Goals =====
@@ Line 27: / Line 27: @@
 ==== Resolution Goals ====
-(a)	The production system is creating a significant impact to the Customer’s business function preventing that function from being executed. IQX will Respond within 2 business hours. Upon confirmation of receipt, a member of IQX support team begins work on the Problem, and a customer resource must be available at any time to assist with problem determination. IQX Customer Support will provide reasonable effort for Workaround or Fix within 24  business hours following the successful reproduction of the Problem or once we have identified the Software defect. IQX may incorporate Fix in future release of software. \\ \\
+(a)	The production system is creating a significant impact to the Client’s business function preventing that function from being executed. IQX will Respond within 2 business hours. Upon confirmation of receipt, a member of IQX support team begins work on the Problem, and a customer resource must be available at any time to assist with problem determination. IQX Support will provide reasonable effort for Workaround or Fix within 24  business hours following the successful reproduction of the Problem or once it has identified the Software defect. IQX may incorporate Fix in future release of software. \\ \\
-(b)	The production system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. IQX will Respond within 4 business hours. IQX Customer Support will provide reasonable effort for Workaround or Fix within 7 business days, once the Problem is reproducible. IQX may incorporate fix in future release of software. \\ \\
+(b)	The production system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. IQX will Respond within 4 business hours. IQX Support will provide reasonable effort for Workaround or Fix within 7 business days, once the Problem is reproducible. IQX may incorporate fix in future release of software. \\ \\
-(c)	The production system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. IQX Customer Support will Respond within 8 business hours. IQX Customer Support will provide reasonable effort for Workaround or Fix within 10 business days, once the Problem is reproducible. IQX may incorporate Fix in future release of software. \\ \\
+(c)	The production system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. IQX Support will Respond within 8 business hours. IQX Support will provide reasonable effort for Workaround or Fix within 10 business days, once the Problem is reproducible. IQX may incorporate Fix in future release of software. \\ \\
 (d)	Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. IQX will Respond within 24 business hours. Resolution of Problem may appear in future release of software.
@@ Line 40: / Line 40: @@
 The online help centre at [[https://iqxusers.co.uk/iqxhelp/doku.php?id=start|IQX Help Centre]] is available 24x7 for self-service technical assistance including but not limited to:
-  * Downloading software updates and patches
   * Viewing updates to supported platforms and hardware
   * Accessing product documentation, technical articles, help videos and FAQs