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Introduction
Whilst UniSoft's support and maintenance services may vary in some
instances, usually to suit a customer's requirements, the following
provides a typical service offered upon completion of a test development
project.
Warranty Provisions
UniSoft usually provides a 30 day warranty period for the software commencing
upon final acceptance. Following this duration, it is strongly recommended
the customer should enter into UniSoft's standard support and maintenance
service for the which is summarized below.
Support and Maintenance Service
UniSoft's support and maintenance service for developed conformance
test suites typically includes the following services:
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Technical support in the form of response to telephone or electronic mail
enquiries relating to the operation of the test suite or interpretation of
test results produced by the test suite.
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UniSoft will provide login access to its support Web Site during all hours
of such site's regular operation. Access to this machine will allow download
of the updates to the test suite.
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Any suspected faults in the software should be set out in a System Problem
Report ("SPR") and submitted to UniSoft. Upon receipt of any SPRs issued,
UniSoft will classify SPRs into the following severity levels:
- Level 1.
- Critical: An error with no work-around, which prohibits the execution
of the test technology on a machine, which executes correctly a conforming
implementation of the API.
- Level 2.
- Major Technical: An error, which occurs on a conforming machine and
prohibits execution of parts of the test technology.
- Level 3.
- Minor Technical: A documented feature, which is not working
correctly, and a work-around, is available.
- Level 4.
- Informational: Inconsistencies or irregularities exist, minor
documentary error which do not effect execution.
- Level 5.
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Enhancement Request: The request is outside the scope of the
development activity associated with this release of the test technology
and will be logged as an enhancement request or referenced as a grey area.
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UniSoft will assign to each SPR received a status classification as
follows:
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Submitted: The SPR was reported to UniSoft and logged. UniSoft has not yet
had the opportunity to review the described problem. The problem will
have been acknowledged.
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Verified: UniSoft has looked at the SPR and determined it identifies a
valid software defect. Resources are being applied to solve the problem.
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Fixed: The problem has been solved to the satisfaction of both parties.
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Comments: UniSoft provided a set of comments concerning the SPR which
in effected resolved the problem.
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Fixes or workarounds to a Level 1 and Level 2 errors will be sent promptly;
fixes or workarounds to Level 3 errors will be included in the next release
of the test suite.
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If an error is reported in a component of the test suite which is owned
by a third party, UniSoft will notify the third party of the reported error
and any resulting or potential fix and will make reasonable efforts to
encourage the third party to correct such component of the test suite.
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UniSoft will produce monthly an "open buglist" report based on the categories
described above. Problems resolved will be described in the report.
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From time to time, UniSoft will provide updates to the test suite and
documentation to incorporate fixes, but not necessarily new features or
enhancements.
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Warranty Period
