Definitions
Each issue (e.g. incident) that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue, with some definitions in mind:
Priorities
| Priority | Incident Type |
|---|---|
| P1-Urgent | Interruption making a critical functionality inaccessible on a Security Reviewer’s product, causing a severe impact. There is no possible alternative |
| P2-High | Critical functionality, degraded or unusable on a Security Reviewer’s product, having a severe impact. No acceptable alternative is possible |
| P3-Normal | Non-critical function or procedure, unusable or hard to use on a Security Reviewer’s product, having a non-critical operational impact. A workaround is available |
| P4-Low | Procedure unusable, part of a Security Reviewer’s product where a workaround is available or a repair is possible |
- Availability means the schedule of time that Security Reviewer will make staff available to respond to Service Requests or Incidents. All the times are referred to business hours or business days only.
- Response time is the time elapsed between the Customer raising a ticket and we first responding to it, assigning the issue. In case of ticketing system is different from ours, Response Time is the time elapsed between the ticket was assigned to us via e-mail and we first responding to it.
- Update time is defined as the amount of time between when Security Reviewer has all the necessary information and has acknowledged the issue, and informs the Client that it is currently working on it.
- Resolution time is defined as the amount of time between when Security Reviewer first responds to an incident report, confirming the issue, and when that problem is actually resolved.
We provide 3 different SLA Contracts:
Standard Support Contract
The Standard Support is always included to provide help regarding purchased Security Reviewer’s product with a valid commercial license or active subscription. We always apply:
- Priority: All issues are managed as P4
- Response: 2 Business Days
- Update: 5 Business Days
- Resolution: 10 Business Days
- Availability: 8/5 via Security Reviewer’s Service Desk or via e-mails
With products updates and patching on monthly basis, always accompanied by related technical documentation.
The Service Desk maintains regular business hours of 9 AM to 6 PM CET, Monday through Friday. Tickets and emails will be responded only during these hours.
Gold Support Contract (8/5)
The Gold Support enhances the Standard Support Contract with better Update time and Resolution time, for every purchased Security Reviewer’s product with a valid commercial license or active subscription:
| Priority | Response | Update | Resolution |
|---|---|---|---|
| P1-Urgent | 2 hours | 8 hours | 8 hours. Direct call available. |
| P2-High | 4 hours | 8 hours | 8 hours |
| P3-Normal | 4 hours | 2 days | 2 days |
| P4-Low | 8 hours | 2 days | 5 days |
Availability: The Service Desk maintains regular business hours of 9 AM to 6 PM depending on SLA time zone, Monday through Friday. Tickets and calls will be responded to only during these hours.
The default SLA time zone will be only one, declared by the Customer inside the Contract, with CET as default.
Platinum Support Contract (24/5)
Platinum Support augments the underlying Standard Support purchased with your product license, by providing named and dedicated support experts that understand your business — helping you to optimize even the most complex hybrid software environments and resolve issues quickly if they arise.
| Priority | Response | Update | Resolution |
|---|---|---|---|
| P1-Urgent | 1 hour | 2 hours | 4 hours. Direct call available. |
| P2-High | 1 hour | 4 hours | 8 hours |
| P3-Normal | 2 hours | 8 hours | 8 hours |
| P4-Low | 4 hours | 8 hours | 2 days |
Availability: The Service Desk maintains H24 availability, Monday through Friday. Tickets and calls will be responded H24, depending on above priority levels (P1 to P4).
In case of multi-national Customer, the default SLA time zones will be maximum 2, declared by the Customer inside the Contract.
24/7 Support
An extension of Platinum Support Contract to 24/7 is available and must be purchased separately, with an additional fee.
Maintenance
“Maintenance” means the provision of any Releases or Workarounds to correct faults and to improve performance that are made generally available by Security Reviewer to Customers.
In case of request of implementation of new programming languages for the scans, not included at the Purchase Order time, this will be developed and released to the Customer with no additional fee.
A Release can be Major, Minor or Patch, based on the type of the changes introduced:
- Major Release means a specific edition of the Licensed Product that contains major functionality changes. Indicates a very large change in the core package. API changes which are not backwards-compatible.
- Minor Release means a specific edition of the Licensed Product that introduces new features or significant changes in functionality, in a backwards-compatible manner.
- Patch means bug fixes, security releases, error correction or change in operating procedures. Security Reviewer may provide Patching for up to twelve (12) months after the date the subsequent Release is first made commercially available.
Versioning
Our release numbering convention follows the guidelines of Semantic Versioning. Given a version number Major.Minor.Patch and an optional Suffix (e.g. 1.3.0-rc.1):
- Major — signified by version changes to the left of the decimal point (e.g. 2.0.0 → 3.0.0)
- Minor — signified by version changes to the right of the decimal point (e.g. 3.1.0 → 3.2.0)
- Patch — signified by incremental number after the second point (e.g. 3.2.1 → 3.2.2)
- Suffix — Optional, indicates a development release. a/alpha for alpha, b/beta for beta, rc for release candidates. Absence of suffix indicates a stable release.
Support & Maintenance Exclusions
- Training for Security Reviewer’s products
- Customers who do not have a valid and current license or active subscription
- Support related to non-Security Reviewer’s products
- Support related to Security Reviewer’s products that have been retired
- Support for custom scripts written by Customers
- Beta or Development releases
- Software used with hardware or software other than as specified in the applicable Documentation
- Altered or modified Security Reviewer’s products
- Defects due to accident, hardware malfunction, abuse or improper use
Extended Support Addon (ESA)
If you want to keep a specific version of a licensed product and extend the support beyond the end of the Support and Maintenance period, you can purchase annual packages that allow you to continue to take advantage of the support service via Service Desk and Software updates related to minor releases and bug fixing. Ask your Reseller if you are interested in buying the ESA.
Warranty
Once purchased, our software will be Supported and Maintained for all the period of time covered by the contract. The software must be always updated to the latest version and the security and bugfix patches released by Security Reviewer must be applied by the Customer.
In case of contracts regarding three years or more, we guarantee to not dismiss the purchased product(s) for a period of 5 years after the contract expiration. An additional fee for Extended Support Addon (ESA) must be paid during all those 5 extra-contract years.