1. technology and computing
2. software

Empower Human Ingenuity
gen-E Resolve™ Support
Services
Service Level Agreement and Schedule
Contents
Introduction and Overview ................................................................................................................................. 3
Definitions .......................................................................................................................................................... 3
Response Time and Resolution Targets ........................................................................................................... 6
gen-E Internal Call Escalation Rules ................................................................................................................. 6
gen-E Software Support Service ....................................................................................................................... 7
Scope of Services .............................................................................................................................................. 9
Software Subscription and Supported Releases ............................................................................................. 10
Resolve™ Support
Page |2
Introduction and Overview
The gen-E Software Support team provides basic to advanced levels of assistance in software configuration
and problem resolution. Our team is commited to ensuring the success of our customers with certified
engineers available 24 hours a day, 7 days a week. As part of this service, clients have telephone, email and
online access to our highly trained technical support specialists, who serve as a one-stop source for support
services and questions related to: Installation and operational questions, Software interoperability and
compatibility End-to-End Resolution Support (Level 1 to Level 3) for Resolve Software problems and incidents.
Gen-E Service Desk Contact Information

Gen-E Online Service Desk: http://support.gen-E.com.

Email: [email protected]
Country
Phone
US & Canada – (Includes all 50 states,
866 396 9275
Local hours of operations (Business
Weekday)
8:00 a.m – 5:00 p.m.
08082 341079
1800 309 326
8:00 a.m – 5:00 p.m.
8:00 a.m – 5:00 p.m.
Puerto Rico, U.S. Virgin Islands, Guam
and Saipan)
United Kingdom
Australia
Definitions
The following terms shall have the meanings ascribed to them; all other terms remain as defined in the
Agreement:

“Deliverables” means, individually or collectively, any Software, or Services that are provided,
developed, created or discovered in connection with the performance of gen-E.

gen-E Software Support’s Deliverables: gen-E Software Support is responsible for providing
Level 1 through Level 3 Support Services and Software Subscription for Resolve Runbook
Automation.

“Documentation” means all manuals, instructions and other documents (whether in hard copy, soft
copy or web-based form) relating to, or necessary for, the use, operation or maintenance of the
Software.

“Defect” shall mean any reproducible and verifiable failure of a Deliverable to conform to the
Documentation and/or Specifications, including, without limitation, an interruption to or a reduction in,
the quality or performance of the Deliverable.

“Designated Contacts” shall mean Customer’s employees (or contractors) who are designated by
Customer as its contacts for the purposes of this agreement. Designated Contacts may submit,
modify, or close a ticket. Designated Contacts may be changed by Customer with written notice upon
notice to gen-E Software Support.
Resolve™ Support
Page |3

“Enhancement” - A design change thought of by a client. To request an enhancement, an issue must
be opened with Software Support. Opening an issue creates an official record of the request and it is
then transferred to the Development queue. The request will then be reviewed by the Development
and the Product Manager. Whether the request is approved will be based on how valuable is the
recommended changes, how many other users are likely to benefit from the change, and how difficult
is the change to implement.

Level 1 support: This is the initial support level responsible for basic Customer issues. It is
synonymous with first-line support and various other headings denoting basic level technical support
functions. The first job of the Level 1 Engineer is to create a ticket, gather the Customer’s information
and analyzing the symptoms for Root Cause Analysis. Level 1 Engineers will typically handle basic
trouble-shooting issues. For Resolution beyond their subject matter expertise, they will escalate the
issue to a Level 2 Engineer.

Level 2 Support: This is a more in-depth technical support level than Level 1, containing experienced
and knowledgeable personnel for Resolve Software. It is synonymous with level 2 support, and various
other headings denoting advanced technical troubleshooting and analysis methods. Engineers in this
realm of knowledge are responsible for resolution of more complex break-fix issues. If they find that
the root of the issue is resulting from a Software defect or requires an enhancement, then the Level 2
Engineer will escalate and open a ticket with the Level 3 Engineer in the Resolve Development Team.
Level 2 Engineer activities may also include, but not limited to diagnostic testing, and the utilization of
remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and
finding a solution to the problem.

Level 3 Support: It is synonymous with Development Team support, back-end support, and various
other headings denoting expert level troubleshooting and analysis methods. These individuals are part
of the gen-E Resolve Development Team and responsible for not only assisting both Level 1 and Level
2 engineers, but with the research and development of solutions to new or unknown issues.

“Incident” shall mean any event that is not part of the standard operation of a Deliverable and which
causes the Deliverable to exhibit one or more Defects. gen-E Software Support shall maintain a list of
all Customer incidents, including, the date and time of each Incident request, who made such request,
the status of gen-E Software Support’s response to the applicable Incident and a unique alphanumeric
identifier.

“Major Release”, sometimes synonymous with “Update”, shall mean any Software Release and
related Documentation that corrects one or more Defects or provides minor functionality
enhancements, but which does not change the overall utility, functional capabilities, or application of
the Software. Major Releases shall be represented by a change to the right of the decimal point within
the same Upgrade number of the Software (e.g., v.1.1.1 to v.1.2.0).

“Migration” shall mean the process of transferring data, formats or files when moving from the
existing platform release to the new platform release.

“Outage” shall mean one or more Defects in a Deliverable that (a) materially affects multiple
Customers, (b) for which a Workaround has not been made available; and (c) causes (i) a Platform or
Software malfunction; (ii) a failure or partial failure of any major functionality; and/or (iii) data loss or
corruption.

“Patch” shall mean a new release of the Software, typically unplanned, that does not add any material
features or functionality to the Software, including Software corrections, bug fixes, improvements and
minor enhancements between service releases. A patch is sometimes also referred to as a “fix”.
Patches may be built to correct critical stability or performance issues.

“Platform Release” shall mean a Software Release and related Documentation that includes
material changes to the overall utility, functionality, or application of the Software. Platform Releases
are represented by a change to the left of the decimal point in the same version number of the
Software (e.g., v.1.0.0 to v.2.0.0).
Resolve™ Support
Page |4

“Resolution” shall mean the recovery of the Deliverable, or correction of the Defect, giving rise to an
Incident such that the Deliverable is once again performing in full compliance with all applicable
Specifications.

“Resolution Time” shall mean the time required for gen-E Software Support to accomplish full
Resolution of an Incident, measured from the moment the Customer has reported an Incident or made
a Service Request.

“Response Time” shall mean the time required for gen-E Software Support to acknowledge the
reporting of an Incident or the making of a Service Request and issue a tracking number, measured
from the moment the Customer has reported an Incident or made a Service Request.

“Root Cause Analysis” or (“RCA”) shall mean the process of identifying the events or factors that
caused an Incident.

“Service Desk” shall mean gen-E Software Support’s facility or facilities by which gen-E Software
Support provides a first contact for support issues related to the Deliverables. The Service Desk will
be open from 8 a.m. to 8 p.m. Eastern and support for issues designated as critical shall be available
24 hours per day, 7 days per week, 365 days per year (“24x7x365”).

“Service Release” shall mean a periodic update that corrects problems in one version of a product.
This release that does not add any material features or functionality to the Software, including
Software corrections, bug fixes, improvements and minor enhancements. While Patches tend to be
tactical, Service Releases are planned and managed, and will typically include many of the patches
previously released. Service Releases are released more frequently than Major Releases and
Platform Releases. A service release shall be represented by a change to the right of the second
decimal point within the same Platform Release and Major Release number of the Software (e.g.,
v.1.1.1 to v.1.1.2).

“Software Release” shall mean all Patches, Service Releases, Major Releases and Platform
Releases provided by gen-E Software Support to Customer hereunder.

“Subscriber” shall mean a customer that has purchased Resolve software support services.

“Support Services” shall mean the providing to Customer of all Software Releases, including all
Software Upgrades, Updates and Patches, as such are developed and released for Resolve Software.

“System” shall mean all gen-E Software Support-provided Software and Services as integrated into
Subscriber’s network, which together provides the functionality, features, and performance standards
set forth in the Specifications.

"Third Party" or "Third Party Company” means a gen-E Software Support of hardware and/or
software other than Resolve Software Support.

“Upgrade” shall mean any additional or replacement code that is added to or activated in an existing
Release to provide new capabilities or new features via a planned Major Release or Platform Release.
Upgrades typically require Migration planning and efforts.

“Upgrade Option” shall mean any additional or replacement code that can be added to or activated in
an existing Software Release to provide new capabilities or new features that are not included or
activated in the originally installed version of the applicable Software Release. Upgrade Options are
not licensed with Major Releases but may be activated upon the request of Subscriber and the
payment of any applicable licensing and service fees for such Upgrade Options.

“Workaround” shall mean a temporary solution to a Defect that restores the applicable Deliverable to
functionality which is in accordance with the Specifications in all material respects.
Resolve™ Support
Page |5
Response Time and Resolution Targets
Call Severity
Standard Support
Target for Resolution
Critical
High
Medium
Low
RFI
5 Minutes
30 Minutes
2 Hours
3 Hours
4 Hours
30 Minutes
2 Hours
8 Hours
16 Hours
24 Hours
gen-E Internal Call Escalation Rules
Calls will be managed and/or escalated based on the rules defined below:
Severity
Critical
Time
0-5min.
5-30min.
30min. – 2hrs.
Technical Responsibility
gen-E Support Engineer
gen-E Resolve Support
Engineer
Support Organization
gen-E Resolve Support
Engineers
Status Monitoring
Team Lead
Team Lead
Director of Managed Services
Team Lead
gen-E Support and
Development Organizations
> 2hrs.
High
0-30min.
30min. – 8hrs.
Director of Managed Services,
Team Lead,
Senior Resolve Development
Engineer
gen-E Resolve Support
Engineer
gen-E Resolve Support
Engineers
Team Lead
gen-E Support and
Development Organizations
> 8hrs.
Medium/Low
0hrs. – 2hrs.
2hrs. – 16hrs.
> 16hrs.
Director of Managed Services,
Team Lead,
Senior Resolve Development
Engineer
gen-E Resolve Support
Engineer
gen-E Resolve Support
Engineer
gen-E Resolve Support
Engineer
Team Lead
Director of Managed Services,
Team Lead
Resolve™ Support
Page |6
gen-E Software Support Service


End Customer Responsibilities –When calling or submitting a problem to gen-E Software Support
about a particular service request, please have the following information ready:

Company name

Contact name

Preferred means of contact (voice or email)

Telephone number where you can be reached if request is voice

Related product and version information

Related operating system and database information

Comprehensive description - It is necessary for the customer to provide a comprehensive
description of the issue when opening a support ticket with the help desk.

Severity of the issue in relationship to the impact of it affecting your business needs.

Configuration and log files – To resolve the issue in a timely manner, it is necessary to send
the configuration files associated with each product affected by the issue as well as the log
files. It may be necessary to place the product in debug mode to capture any errors which
may be occurring.
gen-E Support Engineer Responsibilities

A support ticket will be created for each incident opened with the service desk. These
incidents are logged as service requests into the gen-E incident management system. The
ticket will remain open until the issue is successfully resolved.

Once logged, a unique call record is created. Please make note of this number and use it in
any future communication for that issue with the Service Desk. Your service request is routed
to a Level 2 Support Engineer for handling. Incidents will initially be flagged with the priority
levels outlined below. (See Priority Levels Section). Other calls may be later flagged with:



“Pending Client”: The problem awaits further input from the client

“Closed”: The problem has been resolved to the client’s satisfaction.
For resolution, your service request/incident is analyzed, resolved, or escalated as
appropriate. The Support Engineer will attempt to identify the issue by reviewing the
documentation. If necessary, the Support Engineer may need to access information on your
system relative to the failure or will attempt to replicate the issue in a controlled test
environment in the support development lab. If the issue is not replicable in the lab, the
engineer will contact the Designated Contact (s) and determine the differences between the
Partner’s environment and our lab environment. This process will continue until the issue is
identified and resolved. gen-E may also recommend reviewing the problem information or
test cases on-line by setting up a remote session.
Resolution and Escalation Process
The gen-E Level 2 Support Engineer will use every resource available to resolve the issue within
the support network. If the Level 2 Engineer is unable to resolve the issue in a timely manner, the
ticket will be escalated to the Level 3 Engineer in the Resolve Software Development Team. The
Level 2 Support Engineer assigned to the ticket will continue work toward the resolution in our lab
Resolve™ Support
Page |7
and will also work with the Development Team to resolve the issue. The gen-E Level 2 Engineer
will act as a liaison between the Customer and the Development Team, providing the Customer
with updates.

Status Updates –Customers may view the latest updates for their incidents by logging into
support.gen-E.com. The assigned Level 2 Engineer will provide daily updates on all open
tickets designated as “Critical”. The update may be accomplished by email or by telephone
depending on the Customer’s wishes and the number of people being updated.

Software Defect/Enhancement Request – To request a defect or an enhancement request
from the Development Team, please contact the gen-E Software Support team. The issue
must be replicable in a lab environment. The Development Team will not open a request of
this nature without the ability to consistently replicate the issue. Once the issue has been
replicated and identified, the gen-E support engineer will open a bug/enhancement request
with the Development Team. After opening the bug/enhancement request, the gen-E Level 2
Engineer will monitor the progress of the request. Updates to the bug/enhancement requests
will be given to the Customer on a periodical basis.
During this investigation process, the gen-E Software Support team determines if your defect
issue falls into one of three categories as described below.
A. A known defect-related issue: If the Support Team determines that the issue is the result of
a software defect that has previously been reported, the following actions may be taken:
o
A fix or workaround is provided to circumvent or correct the issue
o
If no workaround is available and it is determined that one is required, the Support
Team will work with the customer to find the best feasible workaround
o
The Support Team advises the customer when the defect is closed, assists in fix
implementation and updates the customer’s problem record.
B. A new defect: If the Support Team determines that the issue is the result of a Resolve
software defect that has not been reported before, we will work with you to create a
Software Problem Report (SPR) to track the resolution of the defect. These SPRs are
routed to the appropriate development teams.
The development teams analyze the SPR to determine how the defect will be addressed.
One of a number of fix related activities may result:
o
The defect is determined to be of high impact, a code fix is created and delivered
to you
o
The defect is determined to be of lower impact which does not require an
immediate, permanent fix. We may defer the fix for a future release. Call Records
will reflect deferred fixes with a closing code of "FIN "(Fixed If there is a Next
release) to designate plans for inclusion in a future release.
o
For impacting problems, once an SPR is created the appropriate development
team(s) become engaged and will work to resolve the situation.
o
Because of the complexities of the environments supported, SPRs will often take
several weeks, possibly months, to debug and to write, test, package and
distribute a fix.
o
After you have received a program fix, we will follow up with you to confirm
resolution of your problem
C. A problem that is not defect-related: If the Support Team determines that the issue is not a
software defect in supported Resolve code, we will continue to work the problem to
resolution only at your request and with your concurrence, under a separate services
agreement and/or submit the request as an ‘Enhancement to the Product’.
Resolve™ Support
Page |8
o

Enhancement Request Process: Opening an issue creates an official record of the
request and it is then transferred to the Development queue. The request will then
be reviewed by the Development and the Product Manager. Whether the request
is approved will be based on how valuable is the recommended changes, how
many other users are likely to benefit from the change, and how difficult is the
change to implement. You will be able to view an update of your request by
logging into your account’s Online Service Desk.
Priority Levels
gen-E has defined a four-level severity system based on Customer impact and urgency:

Critical: Critical Impact/System Down: Business critical software component is inoperable or
critical interface has failed. This usually applies to a production environment and indicates you
are unable to use the program resulting in a critical impact on operations. This condition
requires an immediate solution.

High: Significant business impact: A software component is severely restricted in its use or
you are in jeopardy of missing business deadlines because of problems with a new
application rollout.

Medium: Some business impact; Indicates the program is usable with less significant
features (e.g. not critical to operations) unavailable or not functioning.

Low: Minimal business impact: A non-critical software component is malfunctioning, causing
minimal impact. Non-urgent assistance (e.g. Service Requests) required for
configuration/usage of specific products. Example: Client Can

Request for Information (RFI): Information on Software features or specifications, including
missing documentation.
Scope of Services
Technical question support allows you to obtain assistance from gen-E for product specific, taskoriented questions regarding the installation and operation of Resolve software. In the course of
providing answers to your technical questions, we may refer you to product documentation or
publications, or we may be able to provide a direct answer to assist you in the following areas:
Short duration problems involving:

Installation

Usage (how-to)

Specific usage/installation questions for documented functions

Product compatibility and interoperability questions

Providing available configuration samples

Planning information for software fixes
gen-E Software Support is not structured to address everything -- the following are examples of areas
that are beyond our scope:

Analyzing performance
Resolve™ Support
Page |9

Writing, troubleshooting or customizing code for a client

Answering extensive configuration questions

Recovering a database or data recovery

Consulting

Requirements Gathering
gen-E does not provide maintenance support for the operation or performance of any Customer’swritten or third party applications (e.g. Oracle, SAP, etc.), except as related to the interaction of
Customer’s written or third party applications with the Software.
Software Subscription and Supported Releases
gen-E will provide the following software updates and enhancements on an as available basis:
 Software Defect (e.g. bug) fixes
 Documentation to include appropriate release, including functional, configuration and installation
information

Supported Releases
gen-E will support previous releases of software for two previous Major Releases and one Platform Release
following the general availability of a new release update. Thereafter, gen-E shall have no further responsibility
for supporting and maintaining the prior releases.
Note: Resolution and Service Level commitments will be affected and may not be met if an issue is related to
the the correctness of, performance of, or any resulting incompatibilities with, current or future releases of the
Software if the Subscriber has made changes to the Software, without the prior notification and approval of
gen-E.

New Release Process
gen-E shall notify Subscriber’s Designated Contact in advance of each new Software Release. The notice
shall include all applicable Documentation, including, but not limited to, a description of any Software
corrections, enhancements or new functionality contained in the applicable Software Release, as well as (in the
event that gen-E Software Support is not performing the installation of the Software Release) all required
instructions and support for Subscriber to perform the installation and configuration of the Software Release.
The updates and enhancements specified above, and those otherwise provided by gen-E to the purchasers of
the software, will be provided in a machine-readable format. Updates to the related documentation will be
provided in electronic or hard copy form at the option of the Subscriber. Duplication, distribution and installation
of updates and enhancements shall be the responsibility of the Subscriber. If requested, gen-E will provide onsite assistance for the installation of updates on a time and materials basis, plus expenses

New Software Release Documentation
Upon Subscriber’s request to their designated gen-E Account Manager, gen-E Software Support will provide
overview of the Software roadmap to Subscriber for the purposes of discussing potential changes in the
functionality or interfaces of the Software.
Resolve™ Support
P a g e | 10