Support Policy

All support between partners and EPiServer AB takes place electronically. All software problems and enhancement requests are reported to EPiServer AB using the EPiServer Developer Support Form. The form can be reached through registration on EPiServer World. The communication between EPiServer AB and partners is managed via e-mail. A support incident can be followed up online via a Web browser.

Due to the complex nature of the incidents routed to the Support at EPiServer AB, registering an incident via telephone is only applicable if it refers to an emergency situation, such as product launch and live installations. A telephone call of this kind is managed as an incident. Read more about priority levels.Scope of Support

Support will be provided for the current stated releases of EPiServer's products, as communicated on the Support Page in EPiServer Community. EPiServer AB will investigate all software problems that are documented and submitted via the EPiServer Developer Support Form. All verifiable errors, defects, or malfunctions in the product will be promptly scheduled for program review, and EPiServer AB will do its best to correct all problems related to the product, provide product updates, or develop a reasonable alternative solution for such problems. Examples of such reasonable alternatives include, but are not limited to, provision of a temporary correction or temporary methods of circumvention. The extent of EPiServer Support is limited to documented information related to all EPiServer solutions.

What Is an Incident?

An incident is a query or problem report sent through EPiServer Developer Support Form or, in an emergency situation, by telephone. The communication between EPiServer AB and partners is managed via e-mail. If several queries are sent in the same e-mail, several incidents will be created.

Support Not Covered

EPiServer AB has no obligation under this agreement to support the following:

• Versions of the product not explicitly stated on the Support Page in EPiServer Knowledge Center.
• Problems and/or errors created by customer negligence.
• Problems and/or errors resulting from hardware malfunction.
• Products not installed and operated in accordance with specified configuration guidelines and system requirements.
• Incident deemed as a feature and or enhancements request.
• Problems defined as product defects. All product defects will be forwarded to Product Management for further review.

Resolution of an Incident

Resolution of such an incident will be defined as accomplishing any one of the following:

• Providing a reasonable solution to the incident.
• Providing a reasonable work-around to the incident.
• Escalation by EPiServer Support Management of an identified and confirmed product defect (“bug”) to EPiServer Development Management and Product Management for further review.
• Forwarding of the incident to EPiServer Product Management for future consideration if the incident is determined as an enhancement request.

Availability

Support is available Monday to Friday from 08:00 - 18:00 CET.

Incident Response and Service Times

Response Times

Response times are determined by the priority, i.e. the incident severity. Response times are described as the expected timeframe in which incidents should be replied with information regarding assignment details. Response times function as the first personal notification from EPiServer AB to the initiator. Response times are stated on the Support Page in EPiServer Knowledge Center.

Service Times

Service times are determined by the priority, i.e. the incident severity. Services times are described as the expected timeframe in which incidents are to be addressed, not solved, by EPiServer AB. Service times function as the first time a remediation is done to resolve an incident. Service times are stated on the Support Page in EPiServer Knowledge Center.

Internal Prioritization

Should several incidents be registered from or by same initiator, each incident will be prioritized according to FIFO (First in, first out) and incident lifespan.

Free Support Incidents

The number of free support incidents is connected to partner status. Additional incidents can be obtained depending on the number of EPiServer Certified Developers. Free support incidents are only available to ECP, (EPiServer Certified Developer), with the exception of Associated Partners who have specific time-limited regulations as outlined in Appendix 1, page 5. Support to other personnel is debited. If a partner requires further support incidents than stated in the contract, additional incidents are debited.

Debited Support Incidents

All support incidents that are not included as free-of-charge within the partner agreement are chargeable.

• 950 SEK is debited per support incident.
• Invoicing is monthly in arrears.