Technical Support
TECHNICAL SUPPORT SCHEDULES
You may designate up to the number of contacts described within Table 2.8 below based on the number of Standard and Premium Software Subscriptions you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*).
We will provide Subscription Services to you solely by communicating during the Hours of Coverage with the individual Support Contact(s) you appoint. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to be available until the issue is resolved.
You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge.
Table 2.8
Number of Standard and Premium Software Subscriptions (excluding SimuOne NIU Subscriptions)
Number of Cores included in SimuOne NIU Software Subscriptions
Support Contacts
1 to 250
1 to 255
Up to 20
251 to 1,000
256 to 1,024
Up to 40
Every additional 1,000
Every additional 1,024
40 additional
Production Support Terms of Service
Self-support1
Standard
Premium
Hours of coverage
N/A
2
Standard business hours
3
Standard business hours (24x7 for Severity 1 and 2)
Support channel
None
Web (e-mail) and phone (Skype)
Web (e-mail) and phone (Skype)
Number of cases
N/A
Unlimited
Unlimited
Response times
Initial and ongoing response
Initial and ongoing response
Initial response
Ongoing response
Severity 1
N/A
1 business hour
1 hour
1 hour or as agreed
Severity 2
N/A
4 business hours
2 hours
4 hours or as agreed
Severity 3
N/A
1 business day
4 business hours
8 business hours or as agreed
Severity 4
N/A
2 business day
8 business hours
2 business days or as agreed
SimuOne Support Severity Level Definitions
Opening a support case online (via e-mail) can make it easier to share technical data, error messages, and system information with your SimuOne Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.
SimuOne Support Services uses the following definitions to classify issues:
Severity 1 (urgent)
A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.
Severity 2 (high)
A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.
Severity 3 (medium)
A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.
Severity 4 (low)
A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.
In order to provide you with 24x7 coverage, SimuOne requests that you identify a dedicated point of contact who will be available until the issue is resolved.
NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable.