Product Description – RA001EG

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Support and Subscription for Responsiv Unity is included for the term of Responsiv Unity software subscription licences and for twelve months in Responsiv Unity perpetual software licences.

Support and Subscription for Responsiv Unity perpetual software entitlements can be extended in increments of 12 months.

Support and Subscription for Responsiv Unity is subject to the terms and conditions as defined in “TC-RL0001N- V22 (Aug2020) Responsiv Software Product Licence”. A Support and Subscription for Responsiv Unity entitlement means that you have the right and access to new versions of the supported products, and the right to raise tickets that address questions about the supported product(s) with our support organisation for the duration of the term of the entitlement.

In all cases you remain responsible installation of software and application of patches and upgrades supplied.

Product Descriptions (PD) describe what to expect from a Responsiv product and are identified by the product number and an effective date. A product description provides the definitive description of a product and its entitlement, which supersedes any and all descriptions, marketing information, presentations, or other expectations that might have been communicated or assumed about the product.

 

This product description is valid from August 2020

Product Summary

Support and Subscription for Responsiv Unity is included for the term of Responsiv Unity software subscription licences and for twelve months in Responsiv Unity perpetual software licences.

Support and Subscription for Responsiv Unity perpetual software entitlements can be extended in increments of 12 months.

Support and Subscription for Responsiv Unity is subject to the terms and conditions as defined in “TC-RL0001N- V22 (Aug2020) Responsiv Software Product Licence”. A Support and Subscription for Responsiv Unity entitlement means that you have the right and access to new versions of the supported products, and the right to raise tickets that address questions about the supported product(s) with our support organisation for the duration of the term of the entitlement.

In all cases you remain responsible installation of software and application of patches and upgrades supplied.

Related Products

Other products that are available to complement this product include:

Extended Support for Responsiv Unity
Add to Support and Subscription for Responsiv Unity to have our specialists work with you to apply patches and effect upgrades, as well as to allow you to attach Responsiv Unity directly to the Responsiv service desk, and access to support for your developers and administrators.

Cloud hosted Responsiv Unity
Upgrade your Responsiv Unity to a Platform as a Service installation. We will host, manage, and patch your Responsiv Unity platforms; removing the need for you to have administrators.

Support and Subscription for Responsiv Unity Additional User
You may add registered users to your support agreement, for example to represent specific projects or products. We do not recommend adding too many users because it leads to a chaotic exchange of information and can undermine the teamwork and partnering approach preferred by our support engineers. Support and Subscription for Responsiv Unity includes 2 registered users.

Purchasing

This product may only be purchased to extend an existing perpetual licence agreement or “Support and Subscription for Responsiv Unity” entitlement. A re-instatement charge may be required to renew a lapsed entitlement. The new entitlement will be dated to run without a break in cover.

The product entitlement will list the specific module(s) of Responsiv Unity that are included in the cover being provided and must include all modules purchased by you. You may not selectively purchase support and subscription for individual modules of Responsiv Unity.

Support and Subscription for perpetual entitlements is calculated based on the purchase price of the entitled products and is subject to an annual inflationary uplift.

Please contact Responsiv on sales@responsiv.co.uk for further information.

Support and Subscription for Responsiv Unity is included in term agreements, including cloud hosted solutions,
Subscription for Responsiv Unity, and managed services.

Custom agreements allow you to subscribe to applications running on Responsiv Unity components, or to custom ways of measuring the value you are extracting from the Responsiv Unity platform. Examples of this are purchasing the entitlement to a single process, named users, concurrent processes, or number of transactions. All custom agreements are subscription agreements and include S&S subject to your agreement.

Support and Subscription for Responsiv Unity

Support and Subscription for Responsiv Unity begins on the date of your acquisition and ends 12 months from acquisition.

If You elect to continue Support and Subscription for Responsiv Unity for a Responsiv product at a designated Client Site, you must maintain Support and Subscription for Responsiv Unity for all uses and installations of the product at that Site.

If You request to renew expiring Support and Subscription for Responsiv Unity at a lesser quantity than the expiring quantity, you must provide a report that verifies current usage and installation, and may be required to provide other compliance verification information.

Once Support and Subscription for Responsiv Unity has been allowed to lapse, these benefits will no longer be available to You. You may choose not to exercise your right to download or access these benefits.

You shall not use Support and Subscription for Responsiv Unity benefits for Products for which You have not fully paid for Support and Subscription for Responsiv Unity. If You do, then you must acquire a Software Subscription and Support Reinstatement sufficient to cover all such unauthorized use at then current Responsiv prices.

Under this agreement, and in addition to Your Obligations under Our Terms and Conditions, You remain responsible for the control, management and supervision of all assistance provided by this Agreement. Including but not limited to:

  • Managing your personnel, activities and responsibilities under this Assistance Agreement;
  • Being responsible for ensuring that your contacts have the relevant environment knowledge;
  • All tickets must have your personnel working on them at the same time as Responsiv are working.

Provide timely assistance to respond to any questions and matters requiring attention when reasonably requested by our support consultant(s) handling an open request.

While Support and Subscription for Responsiv Unity is in effect, Responsiv makes available defect corrections, restrictions, bypasses, and any new versions, releases, or updates Responsiv makes generally available. Responsiv also provides assistance for your:

  • Routine installation and usage (how-to) questions1
  • Product related questions (together “Support”)

All assets will be made available through the Responsiv Asset Distribution System (ADS) located at www.responsiv.co.uk/downloads. Your letter of entitlement (LOE) will be needed to register for downloads. When your entitlement ends you will no longer have access to this resource.

  • Patches include security, functional, and operability software that can be applied to entitled software.
  • New releases extend function of the module and accommodate new versions of embedded products.
  • Extension components to add to the value of individual modules.

Your terms of use agreed for the original subscription or perpetual purchase will apply unchanged to all downloads and new versions.

Scope of support

The scope of support provided by this product is defined by the list of supported products listed in your letter of entitlement (LOE), and includes all products that are supplied as supporting products and defined in the product description for those products.

Support and Subscription for Responsiv Unity is intended to assure that Responsiv Unity software products operate properly, and that you are protected from manufacturing defects in the product. It is not to change or add to the product, or to support your developers in their use of the product, unless it is believed that the product is not behaving as it should.

To allow us to provide you with support, you must demonstrate evidence that the problem is with our product, and provide us with a repeatable example or description of the problem. This product is not to support you in troubleshooting problems in your IT environment, or to determine problems with connected systems.

We will help you to identify a specific problem with our software, and to solve or work around the problem. This product does not provide support for your applications or modifications to our products, and may be rendered void by changes to our core software installations.

We will not support troubleshooting of your applications; if you believe that the problem lies with our software then you need to be able to demonstrate as much.

In scope
Software crash, Failure to start, Failure to respond to console commands
Failed operation, for example patch deployment, condition propagation, or other system operation
Problem determination where there is a good reason to suspect that the Responsiv Unity product is not working as designed
Out of scope
User Application crash, failed connection to external system, compilation or other bugs in your code
Problem in your IT estate that is undefined and not validated to be in the Responsiv Unity product.

This does not include hardware problems, recovery from disasters, support with connecting Responsiv Unity to other systems, configuration issues, or other issues related to installation or integration of the product; for example, running out of memory or disk space.

Support for a particular version or release of a Responsiv Product is available only until Responsiv withdraws Support for that Responsiv Product’s version or release. When Support is withdrawn, you must upgrade to a supported version or release of the product to continue to receive Support.

Service Delivery

Responsiv provide support for software and solutions provided by us through our Responsiv Assist web portal. Incident tickets are assigned a priority (described below) and handled accordingly.

This section describes the Service Level Agreement (SLA), which includes the operational work processes along with the metrics by which the services will be provided and measured.

Level 1 – Helpdesk Support (Performed by You)

Your helpdesk or appointed representatives will be the first-line support to triage Incidents to ensure that issues such as network outages, hardware failures, etc. (i.e. outside the scope of the Managed Service) are routed accordingly. Level 1 Support includes:

Capturing the Incident details, creating Incident tickets and establishing Incident details in the ticket; Triaging issues including network and hardware availability, and verifying the site is operational during an outage notification. Specifically:

Refine ticket content to clarify problem, Validate evidence and supporting information is included, Correct any categorization selections, Ensure supporting information is included with the Incident (error messages, screen captures, etc.), Refine problem description for clarity;, and Assigning an initial value for Incident Severity.

If the Incident is resolved, closing the ticket and if applicable updating the person who logged the request; The coordination and hand off of an Incident until it is resolved.

Level 2 – Support and Subscription for Responsiv Unity

On receipt of your incident or service request ticket the Responsiv Service Desk will review the ticket and allocate it to an appropriate support engineer. That person will contact you and begin to progress the ticket to a conclusion by doing, for example, the following:

  • Performing detailed assessment of the Incident within the specific area of specialisation;
  • Performing a verification or assessment of the Incident and defining a severity level;
  • Performing a basic root cause analysis and determining the appropriate action for resolution.
  • Closing the ticket when an Incident is resolved and updating the person who logged the request;

Level 3 – Raising support from the Responsiv developers or vendors of embedded products

In the event that a technical resolution cannot be found at the second line level, support will be requested via the third line. This will involve assistance from highly trained, experienced technical professionals.

Coverage Hours of Operation

Responsiv will work on Incidents and service requests only during coverage hours. The coverage hours for this product are 09:00 to 17:00 Monday to Friday (excluding UK Bank Holidays).

Escalation process

Should conflict arise during an Incident resolution process (e.g. each party believes resolution responsibility resides with another party), then:

If the Service team cannot resolve the conflict within two (2) working days, then our Responsiv Assist Manager will meet your representative to resolve the issue.

Incident Severity Definitions

Responsiv has categorised Incident Severity definitions according to the table below; these definitions can be finalised by mutual agreement during Service Preparation.

Severity
Description
1 (Critical)
Supported product is incapable not delivering the designed functionality or performance and the situation is impacting production operations. This includes system-down and system-imminent-failure situations.
2 (Urgent)

Service not performing in accordance with the Service Levels. Non exhaustive examples:

Incidents that prevent you from conducting or processing relevant business or that cause a breach of applicable laws or regulations within the resolution time. Loss of a second site, failure of one or more resilient components, failure of a feature of a non-resilient component.

3 (High)

Issue that materially affects the use of the product that is not a Severity Level 1 or 2 issue. Non exhaustive examples:

Incidents which have an impact on your ability to conduct or process relevant business efficiently and effectively in terms of Client servicing, operational procedures or internal management reporting

4 (Medium)
Issues that do not materially affect the use of the Service.

These rules constitute a consistent and repeatable method for identifying Incident Severity. The Incident Severity Level along with the Coverage Hours Service Tier (below) will determine the coverage for this product.

Incident Management Process

Standard procedures must be followed for all issues to ensure proper documentation and handoff. The set of steps that all issues will follow is listed below.

Responsiv will receive tickets either by (1) Your authorised representative must record and submit a ticket utilising the Responsiv Service Desk. (2) An Incident ticket can be generated automatically via an integration between system monitoring and the Responsiv Service Desk.

During coverage Hours, Responsiv shall monitor the Incident queue in the Responsiv Service Desk and take responsibility for Incident tickets escalated to Responsiv Level 2 Support.

Service Level Commitments

The following Service Level Commitments are the target measurement metrics by which the level of service will be measured.

Service Category
Severity Level
Fully Staffed coverage hours
1
Fully Staffed coverage hours
2
Fully Staffed coverage hours
3
Fully Staffed coverage hours
4
Service Category
Target Response Time
Fully Staffed coverage hours
4 hours
Fully Staffed coverage hours
4 hours
Fully Staffed coverage hours
8 UK Business Hours
Fully Staffed coverage hours
8 UK Business Hours
Service Category
Maximum Response Time
Fully Staffed coverage hours
4 hours
Fully Staffed coverage hours
8 Hours
Fully Staffed coverage hours
12 UK Business Hours
Fully Staffed coverage hours
12 UK Business Hours
Richard Whyte
Richard Whyte

Richard Whyte has been building enterprise IT solutions for over 20 years. He is known for creating innovative practical solutions that provide a strong foundation for future development, whilst solving immediate problems. Previously the European CTO and Principal Architect for IBM Systems Middleware at IBM, he has an MBA, a degree in Statistics and Computing, is a Chartered Engineer, a Chartered IT Professional, and Fellow of both the Institute of Technology and the British Computer Society.

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