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Support Plan Service Levels


Bronze Support Plan Priority 1 Priority 2 Priority 3 Priority 4
Acknowledgment 2 Hours 3 Hours 3 Hours 3 Hours
Work Starts 3 Hours 8 Hours 8 Hours 12 Hours
Status Update Frequency Every 2 Days Every 4 Days Every 5 Days Every 7 Days
Temporary Fix Up to 7 Days Use commercially reasonable effort to provide relief in a future release Use commercially reasonable effort to provide relief in a future release At the discretion of Actuate

Silver Support Plan Priority 1 Priority 2 Priority 3 Priority 4
Acknowledgment 15 Minutes 15 Minutes
(Deployment)
3 Hours
(Major Feature Failure)		 4 Hours 4 Hours
Work Starts 30 Minutes 1 Hour
(Deployment)
6 Hours
(Major Feature Failure)		 6 Hours 8 Hours
Status Update Frequency Every Day Every Day
(Deployment)
Every 3 Days
(Major Feature Failure)		 Every 5 Days Every 7 Days
Temporary Fix 1 Day 2 Days
(Deployment)
8 Days
(Major Feature Failure)		 10 Days 12 Days (if applicable)

Incident Priority Definitions

Priority 1: Down Production System

The system is failing in a production environment resulting in a complete loss of productive capability. An example: the complete inability to deliver reports to end users.

Priority 2: Deployment Stoppage

The system is failing in a pre-deployment environment and the failure delays the deployment of the system into production. If you encounter a problem during initial installation, the problem will also fall into this priority.

Priority 2: Major Feature Failure

One of the major functions or features of the system is failing. Such a failure could impact the production environment where it renders the production environment less than 50% available/productive. An example: the inability of some reports to run in a production environment

Priority 3: Feature Failure

A feature in the software is not behaving as documented. The problem could be pertaining to the production or development environment. However, productive work can continue in the production environment.

Priority 4: Minor problem or general questions

These problems are of a general nature and are not related to a system failure. These problems generally pertain to how the software should operate.

 
Overview BIRT Reporting
BIRT Report Designers
Data Access
Resuable Component-Based Model
Ease of Use
Programmability
Extensibility
Report Layout & User Experience
BIRT Engine
Execution and Output Generation Services
Multiple Use Paradigms
BIRT Deployment Kit
Report Storage, Sharing and Security
Report personalization
Flexible Deployment Options
BIRT Report Server (iServer Express)
Scheduling & Distribution
Security
Integration
Data Access
Administration
Localization and i18n
Spreadsheet Automation
Spreadsheet Report Designer
Reliable Spreadsheet Reporting Paradigm
True Excel Authoring
Data-driven Layout
Spreadsheet Engine & Excel API
Automated Web-based Excel Reporting
Read, Parse, & Calculate Excel
Multiple Use Paradigms
Spreadsheet Deployment Kit
Report Storage, Sharing and Security
Report Personalization
Flexible Deployment Options
Spreadsheet Report Server (iServer Express)
Scheduling & Distribution
Security
Integration
Data Access
Administration
Localization and i18n
Ad-hoc & Interactive Reporting
Interactive Viewer for End Users
Report Formatting
Interactive Report Analysis
Charting
BIRT Designer for End Users
Re-usable Templates and Themes
Self-service Report Creation
Query and Analysis
Services & Support
Professional Services
Support Services
Support Centers
Support Plan Service Levels
Training