Home>Software Maintenance and Support Offerings

VERAX SOFTWARE MAINTENANCE AND SUPPORT OFFERINGS

Eligibility and general information

  • Services are available only to customers with a valid software maintenance agreement.
  • The services cover access to support and software product updates only for the corresponding software license(s).
  • The services are available only to the designated, mutually-agreed point(s) of contact, other users will be redirected to these contacts.
  • Assistance and support require an ability to establish remote desktop sessions.

Standard software maintenance

  • Released software upgrades, patches and bugfixes for released, licensed products.
  • Problem reporting with bug status tracking via e-mail.
  • Identification and troubleshooting software problems and root-cause analysis.
  • Assistance while creating bug reports.
  • Assistance with issues during upgrades.

Premium software maintenance

  • 24/7 phone support limited for production systems that are down and cannot be restarted.
  • Assistance with installation & configuration to the extent to make the system up and running.
  • Integration support with other Verax products.

Additional services

Any additional services including (but not limited to) the following can be purchased separately:

  • Step-by-step installation (on-site or remote).
  • Assistance in software configuration beyond making the system up and running (e.g. adding new elements in the NMS, adding or modifying performance counters, creating new rate plans, etc.).
  • Support for third party (i.e. not developed by Verax Systems) software extensions such as plugins, business reports, KPIs, workflows, etc.
  • Support for systems running on user-modified database schemas (e.g. altered or added tables, fields, indexes, etc.).
  • Third-party application integrations.
  • Product training.
  • Non-English language support.
  • Performance tuning other than providing guidelines contained in the Performance/Sizing Guide.
  • Capacity planning other than providing guidelines contained in the Performance/Sizing Guide.
  • Backups (data archiving, creation and maintenance of backup procedures, etc.). The general backup guidelines are provided in software Installation Guides.
  • Administration and upgrade services.
  • Development questions or requests.
  • Hardware and operating environment configuration.

API or development library bug reporting

  • If a bug in Verax development API is believed to be a problem root cause, a sample code that demonstrates the problem and can be replicated must be provided.

Fixing bugs and providing patches

  • Patches are issued for current versions and one prior version for critical priority bugs only.
  • Critical bugs will be fixed in the next maintenance release.
  • Customers are responsible for maintaining their patches during upgrades and server migration.

Supported software versions

  • Verax supports the latest software release and prior versions one year after the release date.
This website uses cookies and third party services. Agree