SWA Services
Software Assurance Service
What is Software Assurance?
Software Assurance includes all available bug fixes, security updates, software updates, software upgrades and feature enhancements, as well as 2nd and 3rd level support for PSE business partners, including remote control.
Please note that we are not able to provide any service or support for systems without valid Software Assurance. A Software Assurance renewal always starts from the Software Assurance expiration date.
Support and SW Assurance terms
This document sets forth the terms and conditions under which PSE will provide Support and SW Assurance Services and shall remain in effect for the initial term of SW Assurance.
Telephone or e-mail support
The telephone support hours of operation are 8:00 AM to 3:00 PM CET, during normal business hours (Monday through Friday, except holidays). PSE will attempt to respond to all product support inquiries within 1 business day of receipt of queries by either e-mail or telephone communication.
Support
Support services will be delivered remotely by telephone or e-mail. If the End User requests on-site support to resolve a problem, PSE has the right to charge for this support on a time and materials basis plus expenses at its discretion.
PSE Support ID
For identification purposes you may be asked to provide your PSE Support ID number with your support requests. You received this number when your SWA contract was activated.
Updates
PSE shall provide notification in writing by e-mail of revisions, updates, modifications and enhancements (Point Releases) to Products when and if they become available to End Users that have a valid Support and SW Assurance Option. The contents of all Releases shall be decided upon by PSE in its sole discretion and will generally include changes that correct defects as well as enhancements. PSE will provide minor and major releases at no additional charge, provided that the End User’s Support and SW Assurance Option has not lapsed.
Classification and resolution of errors
Based on error classification, PSE will use all commercially reasonable efforts to provide a resolution to such errors in accordance with the severity levels and resolution times identified below.
| Severity level | Description | Target resolution time |
|---|---|---|
| Critical – Level 1 | Software error causing instability or a complete system shutdown | Two (2) business days |
| Severe – Level 2 | Software error causing deterioration or loss of data | Ten (10) business days |
| Medium – Level 3 | Functional error with incomplete or missing workaround | Thirty (30) business days |
| Minor – Level 4 | Functional error with a complete workaround | Next update |
| Trivial – Level 5 | Error or issue without functional constraints | Next update |
| Enhancement | Functional improvement | – |
SW Assurance exclusions
- Service for Software not licensed by PSE (e.g. third-party applications, operating systems, etc.).
- Service for programming samples that have been modified by the End User.
- Service for Software that has been modified.
- Service for Software running on hardware that is not compliant.
- Making changes, modifications or alterations in or to the Software. Providing service associated with relocation, installation or de-installation of Software, Updates and Enhancements.
- Service for Software not maintained to the latest Update and/or Enhancement delivered by PSE.
- Performing electrical work external to the Software.
- Service which becomes necessary due to: (i) failure of computer hardware, equipment or programs not supplied by PSE; (ii) catastrophe, negligence of Partner, End User, operator error, improper use of hardware or software, or attempted maintenance by unauthorized persons; (iii) causes external to the Software such as, but not limited to, failure of or faulty electric power; (iv) any causes other than ordinary use; or (v) Partner’s failure to provide the necessary facilities or specified operating supplies to meet PSE’s use specifications.
- The re-creation of data lost for any reason whatsoever.
- SW Assurance Services are limited to the current release and the immediately preceding release of the Software.
SW Assurance Service term
Subject to payment of the applicable SW Assurance fee, SW Assurance Services are provided for an initial period of twelve (12) months from the date of license activation, but shall not exceed fifteen (15) months from the date of license purchase.
The contract is automatically extended for additional one-year periods unless terminated in writing at least three (3) months prior to the expiration of the current term.
In the event of a lapse in coverage, any reactivation of SW Assurance will take effect retroactively from the date the previous contract term ended, not from the reactivation date.
Contact
Please use the contact details you received when your SWA contract was activated. If you purchased your product from a local reseller, please contact them for support.
