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expecco - Updateservice & Support

Wir freuen uns, dass Sie sich für expecco entschieden haben. Um die Arbeit mit expecco noch einfacher und sicherer zu gestalten, bieten wir Ihnen drei verschiedene Leistungspakete: Basic, Advanced, Pro. Entscheiden Sie selbst, wie viel Service Sie wünschen!

Version Basic Advanced Premium
Updates/Jahr 2 2 2
Reaktionszeit Prio 1 Fehler 24 12 1
Reaktionszeit Prio 2 Fehler 48 24 6
Reaktionszeit Prio 3 Fehler - 36 12
Verfügbarkeit Mo - Fr
Verfügbarkeit außerhalb der Geschäftszeiten
Verfügbarkeit am Wochenende
8:00 - 18:00 Uhr
-
-
8:00 - 18:00 Uhr
24 h nach Absprache
-
8:00 - 18:00 Uhr
24 h nach Absprache
nach Absprache
Ansprechpartner auf Kundenseite 1 2 5
Zugang Kundenportal ja ja ja
FAQ ja ja ja
Forum ja ja ja
Installation, Upgrade, Konfiguration ja ja ja
expecco Vorversionen ja ja ja
Patches für Prio 1 Fehler ja ja ja
Patches für Prio 2 Fehler nächstes Release ja ja
Patches für Prio 3 Fehler geplant in Release x nächstes Release ja
Remote Unterstützung nein ja ja
Priorisierte Fallbehandlung nein ja ja
Support-Punkte - 16 32
Trainingsessions (online) nein 1 3
Direkter technischer Ansprechpartner nein nein ja
Jährliche Gebühr (vom Listenpreis) 20% 30% 40%

Schweregrad 1 - Höchste Priorität

expecco ist nicht einsatzfähig, unternehmenskritische Auswirkungen auf den Betrieb des Kunden.


Schweregrad 2 - Mittlere Priorität

Produktfunktionen sind ernsthaft beeinträchtigt, der Betriebsablauf des Kunden ist ernsthaft eingeschränkt.


Schweregrad 3 - Niedrige Priorität

Produktions-, Test- oder Implementierungsumgebung mit Fehlern, die nicht zu einem Ausfall führen sowie zeitweise auftretende Fehler, die die Systemleistung oder Funktionen beeinträchtigen können, aber keine kritischen Auswirkungen auf die Geschäftstätigkeit des Kunden haben.
Beispiele: Produktfragen, Implementierungsfragen, Konfigurations- und Abstimmungsfragen oder Verbesserungsanforderungen.


Knowledge Prerequisites

expecco is intended for commercial or educational use by computer professionals. Developing and Maintenance of automated Testcases with expecco requires a baseline technical skill set, including but not limited to: understanding of posibillities and restrictions accessing the system under test. Also a structured way of work will help to organize well defined reusable test modules.
Customers are responsible for administering and upgrading their own installations. exept Support will provide expert guidance onhow to do this, but we will not be able to provide step-by-step maintenance and installation assistance.
If you require further assistance, please consider the following resources:

End of Life

eXept supports the current release of major versions and one version back. For example, we support current release of 2.9..x and one major version back 2.8.x. In this example, customers seeking eXept assistance with versions older than 2.8.x will be requested to update as a prerequisite to receive assistance.


The current Version is 2016:

  • expecco
  • expecco LicenseServer
  • expecco ALM

Eligibility and Software Maintenance

  • eXept software support and maintenance covers access to technical support services and software product updates for the corresponding software license. Refer to the expecco License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access or receive eXept software support or maintenance services.
  • Please note that free licenses do not include support.
  • Support is provided to the Named Contact(s) provided by the Customer to eXept. End-users requesting assistance will be redirected to their respective Named Contact. At any time, a valid maintenance agreement may be upgraded to Silver or Gold to increase the number of Named Contacts per maintenance agreement.
  • Consistent with the expecco License Agreement, the sole responsibility of eXept with respect to third party software, e.g. Selenium or Appium is to pass through any warranties extended by the third-party.
  • Any modifications not authorized by eXept in writing made to the software by the customer is prohibited.

Support Does Not Include

  • Customers without a valid maintenance agreement
  • Product which has not been updated to the current version or one version back
  • Beta or pre-GA releases
  • Product operating on non-supported configurations

Supported Platforms and Minimum Configurations eXept rigorously tests each release on the supported platforms. eXept may not provide assistance with configuration in unsupported environments. Please refer to the system requirements pages for supported platforms and minimum resource configurations:

  • System Requirements: Windows
  • System Requirements: Linux

Fixing Defects and Providing Patches

  • eXept Support will help with workarounds and bug reporting
  • Patches are issued for current versions and one prior version for critical priority bugs only
  • Critical bugs will generally be fixed in the next maintenance release
  • Non-critical bugs will be scheduled according to a variety of considerations
  • Customers are responsible for maintaining their patches during upgrades and server migrations

eXept Software AG

Bettina Schäfer

Tel.: +49 7142 / 919 48 - 0
E-Mail: info@exept.de