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.

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.

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.

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.

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.

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.

Verax supports the latest software release and prior versions one year after the release date.