In this topicXMPie Support Policy
Introduction
XMPie is committed to providing the highest level of support for all of our products through an annual maintenance and support plan. The following document will cover the details of this plan to help users better understand what is covered and to get the most value out of this agreement.
Overview
The main benefits of the maintenance and support plan are access to expertise when requiring assistance with an XMPie software product, and receiving software upgrades for no additional charge. XMPie’s highly experienced support personnel are top-of-the-line professionals with deep knowledge of our software and a direct line to Research and Development when necessary. In addition to accessing our expertise, a software maintenance program from XMPie includes free access to product upgrades, getting you all of the latest and greatest features and capabilities of the specific products you own.
Contacting Support
Support Portal: http://www.xmpie.com/support
Email: support@xmpie.com
Our Support team is available to assist you Monday through Friday, excluding U.S. and Xerox corporate holidays, from 9:00 a.m. to 5:00 p.m. Central Time.
Via the Support Portal, customers can browse the "Solutions" section to see if there is a solution that might answer their question. Each time an issue is resolved, the case and its solution remain viewable to customers so that they may review it in the future should a similar question arise. If customers do not find the answer to their question in the Solutions section, they can log a support case without having to leave the portal. As soon as a case is opened, the Support department is automatically notified. One benefit of logging a case through the portal is that customers can track the progress of their case, see who is working on it, and read comments about it.
Support Cases
Upon reporting an issue to Support, customers are provided with a unique case number that corresponds to the specific issue. In addition, cases are assigned a severity of Low, Medium, High or Critical based on the following severity definitions:
Severity 1 (Critical)
Defined as a “catastrophic problem," wherein the customer's system is down and/or has no production capability. There is a significant and ongoing interruption to the customer's business, or there is an unrecoverable loss or corruption of data. No reasonable circumvention is available.
Severity 2 (High)
Defined as a "severe problem," wherein the customer's system is up, but production capability is seriously degraded. The system has a problem, defect or malfunction, such that the system is not working or is malfunctioning in a manner that restricts the customer's use of the system.
Severity 3 (Medium)
Defined as a "moderate problem," wherein the customer's system is up, but production capability is reduced. The system has a problem, defect or malfunction where the system is not functioning as specified in the documentation and is causing a minor impact on the customer's use of the system. A system update, including, without limitation, an acceptable circumvention or workaround, is available to the customer.
Severity 4 (Low)
Defined as a "minor problem," wherein the Customer's system is up with no significant impact to production.
XMPie Support personnel reserve the right to reassign case severity; however, business impact will be taken into account and prioritized accordingly.
Response Times
XMPie Support strives to provide all customers with the best possible response and resolution times. To do so, cases are prioritized by their severity (see previous section) and are given goal times reflecting this. XMPie shall use reasonable efforts to:
Acknowledge receipt of a case within the time allotted ("Response Time Goal");
Provide a short status of the solution process within the time allotted ("Status Update Goal"); and
Solve* the case by providing a case resolution within the time allotted ("Resolution Goal").
*Each party acknowledges that despite XMPie’s reasonable efforts, not all problems may be solvable.
|
Severity |
Response Time Goal |
Status Update Goal |
Resolution Goal |
|---|---|---|---|
|
1 – Critical |
4 business hours |
4 business hours |
2 business days |
|
2 – High |
4 business hours |
1 business day |
4 business days |
|
3 – Medium |
8 business hours |
2 business days |
10 business days |
|
4 – Low |
8 business hours |
5 business days |
20 business days |
Processing time starts upon receipt of a Service Request. Requests open after hours and weekends will roll into the next open business day. The Response Time Goal, Status Update Goal, and Resolution Goal are guidelines that provide no guarantee or warranty of the objective described therein.
Software Updates
XMPie customers with a current maintenance program receive, free of charge, all updates, upgrades, bug fixes, and patches to their purchased software products as they are released by XMPie. Arranging installation of updates, upgrades, bug fixes, and patches is the customer’s responsibility. Bug fixes for severe problems are provided as soon as they are available for the current release, and if the current release is less than six months old, the immediately prior release.
Upgrade Recommendation
XMPie strongly recommends first performing all server upgrades (including uProduce and uStore) on a self-contained test or development server before doing so in a live production environment. With advancements in both XMPie and Adobe capabilities, there will be changes, some of which may perform differently in a customer environment than in our QA testing servers. Additionally, customer campaign designs and resources can vary significantly, so it is best practice to verify all campaigns before going into live production.
Customers who upgrade and run live production work without first thoroughly testing are doing so at their own risk and will be asked to acknowledge in writing that they are taking full responsibility for any issues that arise during or after the upgrade.
If a customer does not have a separate Test / Development Server, we will involve an XMPie account representative to provide more information.
Customer Obligations
The customer agrees that the software will be operated only by personnel who have been properly trained by XMPie. Additional training may be purchased at any time by contacting an XMPie account representative.
The customer must provide remote access connection to computers and servers running XMPie software to permit XMPie to remotely diagnose and troubleshoot the reported problem.
Terms
Access to XMPie services, including Circle, is subject to a good-standing Maintenance and Support agreement.
Maintenance and Support (M&S) is available for one year from the date of software shipment unless otherwise noted or excluded.
The customer shall purchase M&S for each year of software licensing.
The M&S fee is defined in the Purchase Order; it is generally calculated as a percentage of the list price of the purchased software configuration, or, if relevant, of added components to a configuration.
The M&S Fee is nonrefundable, and is payable each year in advance. A customer who chooses not to pay the M&S fee is not covered. The only services such a customer can receive are bug fixes that XMPie may release for the version they purchased, or if the version purchased is less than six months old, the immediately prior release.
XMPie reserves the right to fulfill any or all of its service commitments by the use of subcontractors, business partners, or others as it may see fit.
Created by: Clint Cagle, updated on December 2024