Support Services

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Support

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Change & Feature
Requests

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Support
Services

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Priority
Definitions

Learn more about Concourse Labs priority definition

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Support
Lifecycle

Consult Concourse Labs Support Lifecycle

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Support Terms
& Conditions

Review terms of service for Concourse Labs support offerings

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Concourse Labs
Support Services

Feature Standard
Premium
Hours of Operation 9:00AM-6:00PM ET
Mon - Fri
excludes “bank” holidays
24 hrs/day
7 days/week
365 days/year
Length of Service 1, 2 or 3 years 1, 2 or 3 years
Product Updates Yes[1] Yes[1]
Access Method Web[2] Web[2]
Response Method Email Email/Telephone
Remote Support Yes Yes
Access to Knowledge Base Yes Yes
Max number of Support Admins 2 6
Number of Support Requests Unlimited Unlimited
Designated Technical
Account Manager (TAM)
No Yes

[1] “Update” means a subsequent release of the offering which Concourse Labs makes generally available for similarly licensed customers with an active license and support contract at no additional fee. Updates may include security fixes, critical patch updates, general maintenance, selected functionality, and documentation updates. Updates do not include any product release, option, service, or other product that Concourse Labs licenses separately.

[2] Email where Web access is not available.

Concourse Labs Support Priority Definitions

“Priority” is a measure of the relative impact an error has on use of the Service Offering, as assigned by you when opening a support request.

The following Priority levels apply to all Service Offerings:

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High Priority

“High Priority” means a critical production issue that severely impacts use of the Service Offering. The situation halts your organization’s business operations and no procedural workaround exists. “High Priority” requires you to have dedicated resources available to work on the issue on an ongoing basis with Concourse Labs, and includes the following situations:

  • The Service Offering is down or unavailable.
  • Data is corrupted or lost and must be restored from backup.
  • A critical documented feature/function of the Service Offering is not available.
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Medium Priority

“Medium Priority” means that major functionality is impacted, or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. “Medium Priority” includes the following situations:

  • The Service Offering is operational, but performance is degraded to the point of impact on usage.
  • Important features of the Service Offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
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Low Priority

“Low Priority” means a partial, non-critical loss of use of the Service Offering with a low impact on your business or general usage questions and cosmetic issues, including errors in the Service Offering Documentation, inquiry regarding a routine technical issue, information requested on application capabilities, navigation, installation or configuration bug affecting a small number of users. Acceptable workaround is available.

Concourse Labs Support Lifecycle

The support lifecycle of a product encompasses all stages from the first release to the last. Concourse Labs’ support lifecycle policy is based on enterprise industry standards and details the level of support you can expect as your Concourse Labs purchase matures.


General
Support Phase

The General Support phase begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. During this phase, customers who have purchased Concourse Labs will receive maintenance updates and upgrades, bug and security fixes, along with technical assistance, per the Support Terms and Conditions.

End of
Support (EOS)

A product has reached its end of support life when it is no longer generally supported by Concourse Labs. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.

Extended
Support

Concourse Labs Extended Support is designed to provide security and Severity 1 fixes for your legacy environment while you are migrating to a newer fully supported version of Concourse Labs offerings. We are committed to ensuring that you can rely on Concourse Labs support while you upgrade your systems so you can focus on running your business.

End of Availability (EOA)
End of Distribution (EOD)

A product has reached its end of availability when it is no longer available for purchase from Concourse Labs. A product has reached its end of distribution when Concourse Labs can no longer make it available. The end of availability and end of distribution may coincide.

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