Support
Support is available only to customers who have purchased ActiveVOS. Support provides a team of up to five developers with the high quality support services needed to develop composite business applications. Support offers access to our support team and includes access to online forums and an annual software maintenance agreement.
Support at a Glance
Support provides ActiveVOS customers with the following:
- Telephone and email support 08:00-20:00 US Eastern Time,
Monday-Friday to five named contacts - Annual maintenance and software updates
Obtain Support
To obtain support or request assistance via telephone, email support at support@activevos.com or access the Support Forum.
Support Details
ActiveVOS support and the named contact entitlements apply to the entire set of product licenses you have purchased. This set includes, for example, all development and deployment licenses you have previously purchased.
Customer Contacts
Support is provided to five named contacts.
Email and Telephone Support Hours
We monitor our support email inbox and provide email and telephone support between 08:00-20:00 US Eastern Time, Monday-Friday. We will respond to your email as it is placed in the queue. During peak support hours, we will respond to you as quickly as possible.
The ActiveVOS Support forum provides you with an area to:
- Report and/or request workarounds or patches for verified problems with ActiveVOS
- Ask questions related to download, installation and configuration of the ActiveVOS Designer and/or Server
This forum can be used to obtain help with understanding the WS-BPEL and BPEL for People specification, process design, or “how do I do X in ActiveVOS,” for example. You can also use our other online forums to look for commonly asked answers and post questions.
This forum is monitored by Active Endpoints Technical Support personnel. Responses are on a "best effort" basis. For time sensitive issues, contact Technical Support directly via support@active-endpoints.com.
Maintenance and Software Updates
As a subscriber to Support, you will also have access to commercial updates to ActiveVOS. When a new version, bug fix or update is available for the product, you will be provided with electronic notification and you will be directed to download the new version or updates. We support the current Major Release and the most recent prior Major Release and their associated Minor Releases.
Error Correction
We will be responsible for using commercially reasonable due diligence to correct verifiable and reproducible errors when reported to us in accordance with our standard reporting procedures. Any error correction, when provided, may be provided in the form of a "temporary fix," consisting of sufficient programming and operating instructions to implement the error correction.
Incidents
An “incident” is created when live access to a support representative is required via telephone. Our support team will work with you to resolve an incident during the email and telephone support hours identified above.
Questions posted on the forum or email relating to a break/fix issue, or installation/configuration do not count as incidents. These questions will be responded to on a best effort basis by our support representative.
Limitations
Most types of questions can be asked when you open an incident. Assistance with debugging of a project is considered applicable. However, there are limitations to what we can offer such as generating documentation, samples or assisting you with third party configuration issues. These types of issues need to be handled through a professional service engagement such as the Quick Start program.
