Polarion Support Packages

SISW will use commercially reasonable efforts to provide Maintenance Services promptly on a first come/first served basis. Incident Reports are escalated to the appropriate resources within SISW based on severity and complexity. Customer will classify each Incident Report according to the following priority classes. Unclassified
Incident Reports will be considered “General”. Final priority classification will be at the sole discretion of SISW.

Priority classes:

Critical
Customer’s Software production installation ceases to function entirely or causes a severe disruption to the Customer’s operations. Targeted Response Time for Critical incidents is 2 hours for Silver during weekdays only and 1 hour for Gold Support tiers (seven days a week).

High
This priority will be used for situations where there is a severe functionality loss, but the
Customer’s production system remains operational and processing can continue. Targeted Response Time for High priority incidents is 8 business hours for Silver and Gold support tiers.

Medium/General
A functionality error has occurred but processing can still continue, or a non-business critical function is not performing properly.

Low
Request for service or information or a problem of minor impact has been identified.

• Customers without a valid maintenance agreement
• Product which has not been updated to the current version or one version back
• Beta or pre-GA releases
• Product operating on non-supported configurations

Polarion Software is intended for commercial or educational use by computer professionals. Administering Polarion products requires a baseline technical skill set, including but not limited to: experience installing and maintaining production Web-based technologies.

Customers are responsible for administering and upgrading their own installations. Polarion Support will provide expert guidance on how to do this, but we will not be able to provide step-by-step maintenance and installation assistance. If you require further assistance with this level of implementation, please consider the following resources:

• Polarion Training and Consulting Services

• Install Guides and User Manuals

• Polarion ALM

• Polarion REQUIREMENTS

• Polarion QA

Polarion rigorously tests each release on the supported platforms. Polarion may not provide assistance with configuration in unsupported environments. Please refer to the system requirements pages for supported platforms and minimum resource configurations:

• System Requirements: Windows

• System Requirements: Linux

Polarion supports the current release of major versions and one version back. For example, we support current release of 6.2.x and one major version back 6.1.x. In this example, customers seeking Polarion assistance with versions older than 6.1.x will be requested to update as a prerequisite to receive assistance.

The current version is 18:

• Polarion ALM

• Polarion REQUIREMENTS

• Polarion QA

• Polarion Support will help with workarounds and bug reporting

• Patches are issued for current versions and one prior version for critical priority bugs only

• Critical bugs will generally be fixed in the next maintenance release

• Non-critical bugs will be scheduled according to a variety of considerations

• Customers are responsible for maintaining their patches during upgrades and server migrations

1. Polarion software support and maintenance covers access to technical support services and software product updates for the corresponding software license. Refer to the Polarion License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access or receive Polarion software support or maintenance services.

2. Please note that free licenses do not include support.

3. Support is provided to the Named Contact(s) provided by the Customer to Polarion. End-users requesting assistance will be redirected to their respective Named Contact. At any time, a valid maintenance agreement may be upgraded to Silver or Gold to increase the number of Named Contacts per maintenance agreement.

4. Consistent with the Polarion License Agreement, the sole responsibility of Polarion with respect to third party software, e.g. Apache or Subversion is to pass through any warranties extended by the third-party.

5. Any modifications not authorized by Polarion in writing made to the software by the customer is prohibited.