Velocity Software's Statement of Support
All product upgrades are ALWAYS provided at NO EXTRA COST. As you migrate to new releases of z/VM, you can be assured of our software upgrades being available at no additional cost. One annual payment includes the cost of upgrades, documentation, product support and help with your performance.
All products are supported on every release of z/VM. Because all products use standard interfaces, you always have the option of migrating to a current release of Velocity Software products prior to upgrading your z/VM environment, or waiting until after your z/VM migration to avoid changing too many components at the same time.
Because all products use standard interfaces, new releases of z/VM have historically been supported prior to General Availability of these releases. It is always Velocity Software's intent to maintain support of installations on the leading edge of technology. All announced levels of z/VM are currently supported, including z/VM Version 6.4 and beyond.
Support of new levels of z/VM may include new reports to exploit new capability. Velocity Software products provided full 64-bit support, Escon/FICON channel support, TCPIP networks and Linux SNMP support. Velocity Software has earned the title "leading performance software vendor" in many ways.
Notification of Known Defects
Installations are given access to Velocity Software's problem tracking database and given electronic access to all Updates when available.
Product Updates
Access is provided (at no additional cost) for all Updates to the Software along with materials describing the purpose and function of the Updates. Velocity Software will ensure that Updates containing new features or enhancements to existing features are synchronised with the previous version. Such Updates shall not degrade the performance, function or operation of the Software. Velocity Software will provide written instructions and any other assistance as may be reasonably required to complete the installation. After an Update has been incorporated into the Software and accepted, the Update shall be considered part of the Software for all purposes hereunder.
PRIORITY RESPONSE FOR SOFTWARE DEFECTS
Each reported Defect will be classified by Licensee as a Priority One, Priority Two or Priority Three Defect. Velocity Software will respond to Licensee's request for support in a manner appropriate for the Priority of Defect specified as follows.
- Priority One Defect. Velocity Software will initiate diagnostic and remedial measures within one (1) hour of notification of a Priority One Defect. Once Velocity Software has commenced corrective measures, we will work continuously and diligently until the defect has been remedied.
- Priority Two Defect. Velocity Software will initiate diagnostic and remedial measures within four (4) hours of notification of a Priority Two Defect. Once Velocity Software has commenced corrective measures, we will complete all such corrections as soon as reasonably practicable.
- Priority Three Defect. For Priority Three Defects, Velocity Software will endeavor to correct the Defect and furnish a remedy no later than the next Update.
