on 28-04-202008:54 AM - edited on 12-05-202011:12 AM by exa-Swen
What is the Maintenance Service?
Maintenance is at the very core of the services Exasol offers you. Essentially, it provides you with support for handling error reports in cases where the software is not functioning as described in the documentation. As part of the maintenance service, you also have access to a personalized support website, the latest version of Exasol, as well as other downloads.
Exasol's maintenance service is provided during business hours.
If you have to create a CRITICAL or MAJOR ticket outside GERMAN (CET/CEST time) business hours you must additionally call our support hotline.
Support Services - Description
This is the basic support on which we will assist you to identify your problem, understand the source and try to fix it. The support is available during our working days business hours on all known communication channels (Ticket, Email, Hotline).
If the subject of an Error Report is not an error (e.g a question on the product functionality, you may be invoiced for additional work done by Exasol. If this is the case, you will be advised in advance.
Premium extends Standard by also covering incidents where the root cause is not necessarily within the software (see the Incident Management section for more details on this).
Exasol reserves a right to refer to the consultancy service if the amount of questions or efforts to response exceed a certain level (see also Performance Service).
A VPN access to the corresponding cluster is required.
SLAs and Tickets
When you create a ticket, you should select a priority based on the following criteria:
When you notify us of an incident or an error in the software, we will confirm the receipt within the agreed reaction times, and will request additional information if required. Exasol does not send you automated replies; even if you get a standard reply, it means that a support agent has read and understood your inquiry and has started working on the ticket. See more here.
After receipt of the Qualified Error Report we will attempt to reproduce the error. If the error can be reproduced, our support agents will inform you within the processing time whether the cause is a software error and will provide an estimated time until a solution or fix is available.