Maintenance Services Policy

Customers with a current maintenance contract are entitled to the following benefits and resources:

• Access to the customer support Knowledge Base and the Developer Forum.
• Assistance via telephone and via case submittal and tracking Web site, eSupport.

Service Level Objectives

Priority 1, Fatal Error. The error causes program termination, loss of data, loss of control or hangs the operating system.

Priority 2, Major Error. The error causes a major feature failure or a function performs incorrectly or is unavailable.

Priority 3, Minor Error. A minor error affecting a small user population and does not have a serious adverse effect, which prevents the system from being productive.

Priority 4, General/ Enhancement. A question of general nature about how the system should operate or a feature request for future releases.

Updates (provided online)

As long as Licensee is current on payment of Maintenance Fees, upon Licensee's request, ReportingEngines will make available to Licensee all new releases, corrections, enhancements and updates to the Software, which ReportingEngines makes generally available.