Support Policy


Support & Maintenance Terms

  • Case Logging
    • Telephone Support
    • Email Support
  • Roar Service maintenance includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that is provided to all other Partners under support.
    • Roar Service maintenance is included in the Licensee's subscription fees and shall be provided as long as the customer Agreement is force.
    • During the term of the Agreement, Liongard agrees to cover provided infrastructure and platform software.
    • Third-party or custom programmed software is excluded. 
  • Bug fixes to bring the Roar Service into substantial conformance with its then current documented user guide.
    • Updates will be installed by Liongard staff.
  • Response time in accordance with the table below   
  • Resolution Process for issues of severity levels 1 and 2
  1. Support Ticket opened
  2. Assign engineer to determine and correct the error
  3. Periodic reports on the status of the correction
  4. Initiate work to correct the error
  • Scheduled Outages are usually scheduled during off-peak office hours between 7PM-10PM CST and Partners are usually notified via email.

 

Severity

Definition

Response Goal

Details

Severity 1

Roar Core Service substantially fails to perform

4 hours

  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

Severity 2

Substantial degradation in performance of the Roar Service

8 hours

  • Trouble Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

Severity 3

Minimal to no impact on the availability or performance of the Roar Service

3 days

  • Commercially reasonable efforts to include in next major release