Service Level Definition of SpagoBI suite Supporting Services
Number of Applications
Number of applications/projects developed by means of SpagoBI suite, to which the service is referred.
Number of Issues
Number of reported issues. The answer is guaranteed.
Number of Demands
Number of single consulting requests (which are not to be reasonably broken down into subordinate parts).
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 SpagoBI suite. They will be available in the following SpagoBI software versions, released on and downloadable from the SpagoBI project website.
Tracker
Tracker tool and management policies, made available by SpagoBI support team: response is guaranteed to customers.
Support by e-mail
Direct e-mail contact with SpagoBI support team: the response is guaranteed.
Support by chat
Available at the discretion of SpagoBI support team.
Support by telephone
Available at the discretion of SpagoBI 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.
New Features
This option allows you to take the priority over others to receive new features improvements (beta-test version), when not yet released in the new downloadable software version.
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.
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