Incident Submission and Resolution
The customer shall obtain Support Services by reporting individual issues to BDB. Each issue reported to BDB shall be tracked from the initial report through the final resolution (each such issue, is an “Incident”).
Submitting Incidents
Who May Submit Incidents?
Support Services are intended to provide help to individuals with issues and questions beyond what is covered in the documentation and introductory material provided with the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified contact is a Contact.
The customer shall be entitled to designate the number of Contacts specified in the Support Policy as authorized to submit support Incidents. Customers may designate at least one authorized Contact at the time of purchase, unless otherwise specified, who will be the person registering the license. That individual may submit change requests to the list of authorized support Contacts in writing through the channel(s) specified for the plan selected.
How to Submit Incidents?
Incidents are to be submitted to BDB by a Contact through a customized email ID shared unless otherwise specified in the specific support plan in the Support Policy. The Support Policy specifies which communication channels are available for each plan offered.
How to Report details of an Incident. – (could be “Requirements/details of incident “)?
To expedite the resolution of Incidents, BDB expects that Customers will make every attempt possible to:
Verify that the Incident is reproducible on the Supported Platforms for the Software (as applicable).
Provide information necessary to help BDB track, prioritize, reproduce, or investigate the Incident, such as Customer name and organization.
Provide a full description of the issue and expected results.
Categorize issues (general question, defect, enhancement request, etc.).
List steps to reproduce the issue and relevant data.
Provide any applicable log files or console output.
Provide exact wording of all issue-related error messages.
Describe any special circumstances surrounding the discovery of the issue, e.g., first occurrence or occurrence after a specific event, Customer’s business impact of the problem, and suggested priority for resolution.
Identify the Incident number in any ongoing communications with BDB on an existing Incident.
Support Response and Incident Resolution)
BDB Incident Response:
For each Incident reported by the Customer in accordance with these procedures, BDB shall:
Confirm receipt of the reported Incident within the acknowledgment time specified in the Support Policy.
Set a Priority Level for the Incident following the terms given below.
Respond to the Incident within the time specified in the Support Policy.
Analyze the Incident and, as applicable, verify the existence of the problem(s) resulting in the Incident, which may include requesting that the Customer provide additional information, logs, and re-execution of commands to help identify the root cause and dependencies of the reported issue.
Give Customer direction and assistance in resolving the Incident.
Keep a record of ongoing communications with the Customer.
Use reasonable commercial efforts to resolve the Incident under the targeted response times set forth in the Support Policy.
Priority Levels:
BDB will prioritize Incidents according to the following criteria:
Priority 1: Support Cases are the highest priority and receive immediate attention. A Level 1 Support Case means the Software is completely inoperable and inaccessible to 100% of the Customer’s users.
Priority 2: Support Cases are when the Software has severely impacted the performance of its intended use and is causing material and adverse impact for a majority of the users; or the Software is materially not operating within the documented functionality, and it is impacting a majority of the Customer’s users.
Priority 3: Support Cases are when the use of the Software has impacted the performance of some of the users, or the Software is not operating within the documented functionality, and it is impacting some of the Customer’s users.
“Priority 4” Support Cases are standard requests for assistance and may include questions about how to use the Software.
“Priority 5” Support Cases are when the Software is operating within the documented guidelines and the Customer would like to record an idea for inclusion in future releases, service requests like addition/deletion of users, addition/deletion of groups, and password management. BDB will not provide feedback on enhancement requests, and Priority 5 Support Cases are closed once the information has been recorded.
Resolution and Closure of Incidents:
Incidents shall be closed in the following manner:
For solvable issues, depending on the nature of the issue, the resolution may take the form of an explanation, recommendation, usage instructions, workaround instructions, or advising the Customer of an available software fix.
If the custom or unsupported plug-ins or modules are used, BDB may ask, in the course of attempting to resolve the issue, that the Customer remove any unsupported plug-ins or modules. If the problem disappears upon removal of an unsupported plug-in or module, then BDB may consider the issue to be resolved.
For issues outside of the scope of Support Services, BDB may also close issues by identifying the Incident as outside the scope of the Support Services or arising from a version, platform, or usage case which is excluded from the Support Policy.
Dropped Issues, BDB will consider an open case dropped if the Contact has not responded to two (2) attempts or more made by BDB to collect additional information required to solve the case. If BDB has contacted the Contact twice and there has been no response, the case may be closed by the BDB.
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