Polarion Technical Service and Support Offering

Here at Polarion we pride ourselves on delivering prompt and reliable technical services and support to our customers. The following describes the scope and range of Polarion software support and maintenance services.

No software support or maintenance services are provided or included with the license fee of the software. The first year´s fees for Software Support and Maintenance are mandatory and shall be due and payable along with license purchase. Software Support and Maintenance fees for subsequent years are optional and paid annually in advance by licensee.

Hours of Operation

Support is available in three distinct levels: Bronze, Silver, and Gold. All valid maintenance agreements are Bronze unless contractually noted otherwise. At any time, a valid maintenance agreement may be upgraded to Silver or Gold

Levels of Polarion Software Support and Maintenance

Polarion Software Support and Maintenance	Bronze	Silver	Gold
Support hours	Business hours 9am to 5pm (except holidays)	Business hours 9am to 5pm (except holidays)	24 x 5 for severity 1 issues
Problem submission	E-mail	E-mail, remote diagnostics, and phone	E-mail, remote diagnostics, and phone
Targeted response time for severity 1	1 business day	4 hours	1 hour
Named Contact(s)	1	2	5
Communication, reports, and status with community for issues involving open source components
Priority case handling and resolution
Dedicated technical account manager

Polarion Severity Levels & Response Time

Severity Levels are designed to determine the criticality of a reported customer problem and a means for escalation.

These are standard call response times and not call resolution times. A response means that Polarion will contact Licensee to:

1. acknowledge the problem report, and
2. gather more information from Licensee in order to assist in problem resolution.

Severity Assignment Criteria and Initial Response Guidelines

Severity	Description	Initial Call back Response Time
Severity 1	Highest priority.	Within 1 hour
	Production environment, Polarion Product is totally non-operational, mission critical impact on the Licensee' s company operations. *All necessary Customer contacts must be available during this severity level.	[Requires Gold Level Support]
Severity 2	Critical priority.	Within 4 hours
	Production environment where Polarion Product functions are seriously impaired, the Licensee' s company operations is seriously restricted. *All necessary Customer contacts must be available during this severity level.	[Requires Gold or Silver Level Support]
Severity 3	Default Priority.	1 Business day
	Production, Test, or Implementation environment with errors that do not cause a customer outage, intermittent errors that may reduce system performance or functions but no critical impact upon the Licensee' s company operations. For example, product questions, implementation questions, configuration and tuning questions, or enhancement requests.	[Requires Gold, Silver, or Bronze Level Support]

Supported Platforms and Minimum Configurations

Polarion rigorously tests each release on the supported platforms. Polarion may not provide assistance with configuration in unsupported environments.

Please refer to the system requirements pagesfor supported platforms and minimus resource configurations:

• System Requirements: Windows
• System Requirements: Linux

End of Life Policy

Polarion supports the current release of major versions and one version back. For example, we support current release of 6.2.x and one major version back 6.1.x. In this example, customers seeking Polarion assistance with versions older than 6.1.x will be requested to update as a pre-requisite to receiving assistance.

The current version is 2010

• Polarion Requirements
• Polarion ALM
• Polarion Track & Wiki

Eligibility and Software Maintenance

1. Polarion software support and maintenance covers access to technical support services and software product updates for the corresponding software license. Refer to the Polarion License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access or receive Polarion software support or maintenance services.
2. Please note that free licenses do not include support.
3. Support is provided to the Named Contact(s) provided by the Customer to Polarion. End-users requesting assistance will be redirected to their respective Named Contact. At any time, a valid maintenance agreement may be upgraded to Silver or Gold to increase the number of Named Contacts per maintenance agreement.
4. Consistent with the Polarion License Agreement, the sole responsibility of Polarion with respect to third party software e.g. Apache or Subversion is to pass through any warranties extended by the third-party.
5. Any modifications not authorized by Polarion in writing made to the software by the customer are prohibited.

Knowledge Pre-requisites

Polarion Software is intended for commercial or educational use by computer professionals. Administering Polarion products requires a baseline technical skill set, including but not limited to experience installing and maintaining production web based technologies.

Customers are responsible for administering and upgrading their own installations. Polarion Support will provide expert guidance on how to do this, but we will not be able to provide step-by-step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:

• Training
• Polarion Online Test Drive:
  • Polarion Requirements
  • Polarion ALM
  • Polarion Track & Wiki

Fixing Bugs and Providing Patches

• Polarion Support will help with workarounds and bug reporting
• Patches are issued for current versions and one prior version for critical priority bugs only
• Critical bugs will generally be fixed in the next maintenance release
• Non critical bugs will be scheduled according to a variety of considerations
• Customers are responsible for maintaining their patches during upgrades and server migrations

Access to Polarion Technical Support

Polarion software support and maintenance services are provided to customers with a current maintenance and support package. Support addresses:

Polarion ALM:

Polarion Requirements:

Polarion Track & Wiki:

Please use for non-technical support requests.