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For more information about the services, please contact us at
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Galaxy Maintenance and Support Services

 
 
  Maintenance and Support Services are offered by Ambiencia to any user of an Ambiencia Product ("Licensee") who has paid an annual maintenance and support services fee ("Maintenance and Support Services Fee") and who is not otherwise in default of any obligation under a valid Ambiencia Software License Agreement. Such user is required to have a valid User License for such Product.
 

The fist year of Maintenance and Support Service is included with puchase of Galaxy. The next years of Maintenance and Support Service may be puchased continuously.

For each User License, Ambiencia will assign a unique "Developer Number" upon delivery of the Software products ordered. The Developer Number is used primarily to identify users for purposes of providing Maintenance and Support Services. Ambiencia will provide the Maintenance and Support Services described below:

 
E-mail Assistance
 

For each support contact person, Ambiencia will provide access to the Galaxy Club (Delivery on 1st quarter, 2005), which contains an electronic bulletin board facility for users to post comments or questions to Ambiencia's Technical Support Department and other users in order to obtain support in the use of the Products.

Licensee may change the appointed support contact person no more than once every thirty (30) days. Licensee's users will be required to identify their Developer Numbers prior to receiving Maintenance and Support Services by email support@ambiencia.com.

  • Unlimited support incidents via e-mail about functionality, usage, problem resolution and installation;

  • Notification of new releases.
 
Software and Documentation Updates
 

The following updates will be provided at no additional charge:
  • Product Updates: General releases containing error corrections and incremental feature enhancements, which are designated by decimal revision levels (e.g., 4.1 to 4.2);
  • New Product Versions: New versions of the same specific category product, which are designed by integral level and edition (e.g. 3.0 to 4.0 Initial or 4.0 Process to 5.0 Process);
  • Operating System Upgrades: General releases enabling the Software to be used on upgraded versions of the operating system with which the Galaxy was designed to be used;
  • Documentation Upgrades: When necessary to correct errors in the Documentation or to supplement Updates to the Galaxy, Ambiencia will provide updated Documentation.
 
Correction of Reproducible Errors
 

Reproducible errors submitted to Ambiencia will be handled in accordance with the following error definition and problem resolution procedures.

Resolution may take the form of a written response, supplementary documentation, work around, coding change, product patch, postponement to the next release or other correctional aids. Ambiencia's response efforts begin when Ambiencia has received all information from Licensee necessary for Ambiencia to be able to reproduce the suspected error. Response times are based on the time of receipt of reports received by e-mail.

  • Severity One:
    • Critical Impact. The reported error relates to a released production version of a Galaxy Developed Application which is inoperable, making the business come to a halt and requiring an immediate fix; Ambiencia's initial response and description of resolution objectives shall be as soon as possible and efforts toward resolution shall be continuous until successful.
  • Severity Two:
    • Significant Impact. The reported error renders the Software inoperable to the extent that development efforts are suspended or relates to a released production version of a Galaxy Developed Application which is severely impaired, thus keeping the business surviving loosely; Ambiencia's initial response and description of resolution objectives shall be within two (2) business days and efforts toward resolution shall be continuous until successful.
  • Severity Three:
    • Minimal Impact. The report relates to a request for information, clarification, or modifications to the current release or requests for enhancements; Ambiencia's initial response and description of resolution objectives shall be within five (5) business days and efforts toward resolution shall be reported to Licensee periodically as necessary thereafter. All decisions regarding enhancements, additions, and other Software modifications shall be made in Ambiencia's sole discretion.
Ambiencia's response times shall be within Ambiencia's normal support hours (9:00 a.m. to 6:00 p.m. (GMT – 3:00) time Monday through Friday). A report received overnight or on a weekend will be considered received at 9:00 a.m. on the next business day.
 
Forms
 
 

 

 

MAINTENANCE AND SUPPORT EXPIRED

 
  If you have products licenses with expired maintenance and support contracts, you may click HERE and fill out the maintenance and support renewal order form.  
 
SERVICES
 
  To receive the full Ambiencia Maintenance and Support policy click HERE  
     
GALAXY PLATFORM UPGRADES  
  To request Galaxy Operating System and Compiler upgrades, click HERE  
     
 
 
   
   
   
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