Ongoing Support
Standard Support covers product maintenance, defect support, access to new releases and access to the SOS Ticket System. Standard Support is mandatory and is available with the corresponding license package. Supplementary support options are booked on top of Standard Support. Installation assistance is provided as a service.
Prerequisites for Handling of Support
- See the full list of Support Options and information on Product Life Cycle and Product Maintenance
- Issue Types supported: issues related to Incidents, Problems, Changes (Defect/Bug, Improvement)
- Support Priorities: Minor Issue, Major Issue, Production Standstill
Support Scope
- Product Maintenance: Software Maintenance, Defect Support, New Releases
- Support covers: Product Defects and Documentation Defects
- Workarounds are communicated if applicable
Service Levels
- See Service Levels
Delimitation
- This support option provides ongoing support and is not limited to a specific release
- Maintenance releases after the last public maintenance release are covered by Long Term Support
