Service Level Definition of Spago framework Support Service
Number of Applications
Number of applications/projects developed by means of Spago framework, to which the service is referred.
Number of Issues
Number of reported issues. The answer is guaranteed.
Number of named contacts, authorized to ask for support services.
Response Time
Working days: from Monday to Friday (excluding Italian holidays) - 9:00 am to 6:00 pm CET time. The follow-up is guaranteed.
For the bug-fixing time, see "Bug-fixing" below.
Bug-fixing
The follow-up is guaranteed, according to what is specified in the above-described response time. The problem will be solved within a reasonable time, as follows: we will send you a fix by e-mail, as a workaround or a patch. Alternatively, we will write to you an e-mail including the instructions for the problem solution (this option may be considered to be necessary or the most appropriate one by the project team). All patches of general interest will be inserted in the current development version of Spago framework. They will be available in the following Spago software versions, released on and downloadable from the Spago project website.
Tracker
Tracker tool and management policies, made available by Spago support team: response is guaranteed to customers.
Support by e-mail
Direct e-mail contact with Spago support team: the response is guaranteed.
Support by telephone
Available at the discretion of Spago support team.
Compatibility with the previous releases
This option allows you to receive the necessary information to solve the issue of software compatibility with a previous software version.
Updates
This option allows you to receive an update alert about new software and/or documentation improvements.
Term of the service
Period of duration of the service. After the expiry date, no support service will be supplied anymore, unless renewal of the subscription.
Back
