Software Support Definitions

Major Software Upgrade
A major software upgrade is made when the product architecture has changed or a major piece of functionality is added. (i.e. where either of the first two digits change of version number 4.1.7).

Minor Software Upgrade
A minor software upgrade contains a concatenation of bug fixes and may deliver additional functionality. Minor changes are identified by a change to the third digit of the version number (i.e. 4.1.7).

Software Patch
A software patch is code written for a specific customer to address local functionality issues not currently fixed with the latest Minor Software Upgrade.

Definition of Service Response and Resolution
Response Time:
Confirmation of request for support, assignment of call reference number and an appropriate Technical Analyst to investigate issue; communication of any solution found in the support knowledge-base.

Resolution/Work Around:
Clearswift will use all reasonable endeavours to provide one of the following within the target times identified:-

• Resolution of the issue through the normal support process;
  
  • an existing patch for the issue;
  • a temporary by-pass of the issue;
  • a statement that the issue will be considered for correction in a future Update;
  • a statement that more information about the problem is required prior to resolution; or
  • a statement that the Licensed Product(s) operate substantially as described in the then current user documentation or that the problem falls under the category of Excluded Services.