Introduction
The BSO Multi Services India PVT LTD & its unit Silicon Corporation Technical Support Policy is applied to all software and virtual appliance products by BSO Multi Services India PVT LTD & its unit Silicon Corporation, unless otherwise stated.
This Policy should serve as the basis for Service Level Agreements with customers.
Only licensed software can be subject to technical support under this Policy.
Technical support is provided based on support requests (Tickets) filed by customers. The reported defect or issue should be reproducible in supported versions of the software product. Charges need to pay for new part/s requirements.
The BSO Multi Services India PVT LTD & its unit Silicon CorporationTechnical Support Policy is developed based on consistent and predictable mechanisms of software updating in agreement with their Lifecycle.
Technical Support Lifecycle
Speaking of Product Lifecycle in the market and its technical support timeline we use the terms Major Version and Minor Version of the product. A Major Version change means migration to a new product generation and involves significant functional or non-functional changes to the product that affect customers’ workflow. Further in this document, we consider product lifecycle within one Major Version, though we also address the issues of migrating to a new product generation. Minor Version changes are associated with improvement and (or) stabilization of the features of the current product generation and are released within one lifecycle.
From the perspective of product presence in the market, we may single out the following main product lifecycle milestones:
- General Availability (GA) – start of the new product version sales,
- End of Sales (EOS) – end of the current product version sales,
- End of Mainstream Support (EOMS) – end of the main period of support for the product version,
- End of Life (EOL) – end of life of the current product version and end of any support.
BSO Multi Services India PVT LTD & its unit Silicon Corporation shall inform users about EOS, EOMS, and EOL of the products these customers use not later than half a year before the due date. This information shall also be available on the company’s web site. Moreover, BSO Multi Services India PVT LTD & its unit Silicon Corporation shall announce beforehand that a new Major Version is going to be released and provide customers (on their request) with a pilot version for trial before the start of sales.
The whole period of support for one product version is at least 1 year unless stated otherwise in the product life cycle. This period is divided into the Mainstream Support and Extended Support periods.
During the Mainstream Support period, BSO Multi Services India PVT LTD & its unit Silicon Corporation shall release software updates that may contain bug fixes, vulnerability patches, and minor improvements to software functionality. Depending on the needs, during the period of Mainstream Support, a customer may choose one of the Support Plans: Basic Support Plan or Premium Support Plan.
During the Extended Support period, BSO Multi Services India PVT LTD & its unit Silicon Corporation shall release software updates, where vulnerabilities are eliminated and critical bugs are fixed. Other bugs can be fixed only under additional agreements and are subject to payment regardless of the chosen Support Plan. It must be noted that resolving some issues during the Extended Support period may require upgrading to the next Major Version.
The terms of providing technical support during the Mainstream and Extended Support periods are discussed with customers and fixed in the Agreement. The Agreement may be valid for a period of time that is longer than the Mainstream Support period. In this case, the Agreement shall be drawn up on Extended Support terms or shall cover several periods, within which support will be provided under different terms.
EOMS is 1 year after EOS of this product version, but not earlier than 2 years after the start of sales of the next Major Version. Extended Support is provided for 1 year; end of Extended Support means EOL of the current product version. After the product EOL, BSO Multi Services India PVT LTD & its unit Silicon Corporation is not liable for the product use and its maintenance.
Charges
Charges need to pay for different services or technical support as per mutual discussion