FieldPower®SupportServices and Policies

Contents

1.Purpose

2.General Support Services

3.Support Services for Current and Prior Releases

4.Resolving Problems

5.Release Plan

1.Purpose

The purpose of this document is to serve as instruction and guide to be used for reporting and handling the Field Powerissues or changes as a part of the support process. In support of this mission, the following services and policies set the expectations for your relationship with Field Power Technical Support

2.General Support Services

Customer support for product includes:

  • Telephone support – 1-732-549-9770
  • E-mail support -

For Critical Problems after Normal Support Hours:

Calls to Technical Support for critical problems after normal support hours are directed to one of our world-wide support centers in North America, Europe, or Asia/Pacific, thus providing 24-hour "follow the sun" support

3.Support Services for Current and Prior Releases

The current release of Field Power is the latest release in General Availability status. We provide Problem Alert Notices and source level maintenance (executable modules or "hot fixes") for selected critical problems occurring in this release. We also provide problem alerts and hot fixes for selected critical problems in the two most recent, non-current releases

In general, Field Power provides the following support level

Support Levels
Support Level / Support / Activity by
Technical Support Staff / Support for Executable Modules
and Hot Fixes
Gold / Phone
E-mail
Web Interface / Investigates all reported problems.
Provides circumventions, where possible. / Might be provided for selected critical problems.
Provides fixes where already available.
Silver / Phone
E-mail
Web Interface / Identifies and provides self-help resources and/or previously-documented, known circumventions.*
Additionally, your account representative can provide higher support level, if desirable. / Provides fixes where already available.
*Note: After-hours support for Gold support is limited.

4.Resolving Problems

Field Power support team will try with best efforts to resolve the issues or provide work around within limited resolution time, but if it is required any development work such as patch work or fix, then the below activities will be performed in business hours before applying the fix/patch in production.

Functional or Development lead will identify and create an impact document and will send to client team.

  • Field Powerproduct team will be working on the patch or fix
  • Patch/fix will be tested by ZSL testing team
  • Patch/fix will be deployed in staging server first and tested by users to get the confirmation to roll out in production
  • Patch will be rolled out in production server during the scheduled roll out time

5.Release Plan

Emergency Releases

Emergency Releases will be delivered on a required basis to address & resolveSev1 or Sev 2 category issues.

Planned & Non-Emergency Releases

Planned Releases will be delivered based on the schedules, unless agreed otherwise by both parties;theplanned release will resolve all agreed open issues (as agreed in a release plan) based on the priority defined by the business team.