Support Services Guidelines
Technical Support Services
Technical Support Services offered by AES include:
Technical assistance by telephone, fax or e-mail for problem resolution
Software patches and updates
Installation assistance by telephone, fax, or e-mail
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Hours of Operation
AES Customer Support provides full coverage Sunday through Saturday (24/7).
Contacting Customer Support
| Customer support may be contacted by telephone, fax, or e-mail: |
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| By telephone: |
650-617-2400 |
| By fax: |
650-617-2420 |
| By email: |
support@aesclever.com |
Severity Levels
| Severity 1: |
The customer cannot use the product or there is a critical impact on the customer's operations that requires an immediate solution.
Note - please make sure this is a real emergency before submitting this form. AES treats all emergencies as top priority and will free all required resources to handle it. |
| Severity 2: |
The customer can use the product, but an important function is not available or the customer's operations are severely impacted. |
| Severity 3: |
The customer can use the product with some functional restrictions, but it does not have a severe or critical impact on the customer's operations. |
| Severity 4: |
A minor problem that is not significant to the customer's operations. The customer may be able to circumvent the problem. |
| Severity 5: |
Suggestions or enhancement requests. |
Problem Response Objectives
| AES is committed to providing prompt, friendly, and effective services to our customers. Based on the severity of the problem, AES responds within the following time frames: |
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| Severity 1: |
Within 2 hours |
| Severity 2: |
Within 4 business hours |
| Severity 3: |
By the end of the next business day |
| Severity 4: |
By the end of the next business day |
| Severity 5: |
Within three business days |
Software Support Policies
Software Support Life Cycle Policy
The AES Software Support Life Cycle defines the service and support policy for all software product lines.
The benefits of this policy include:
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Notice at least twelve months before product support
is withdrawn. This provides you with a reasonable period of time to use the software while planning and then migrating to
the new version or release.
Establish effective dates for withdrawal of product
support. This provides customers with a degree of certainty for their internal planning requirements and the opportunity to
plan for the implementation of new releases in either June or December.
Web site access and e-mail notifications provide both
a means to manage your software investment and immediate reminders to ensure against breaks in service.
Displays all information on lifecycle dates in one
location, enabling you to effectively plan your migration. |
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End of Product Support Policy
AES' End of Product Support Policy becomes effective when a new GA release is announced. AES provides full support
for one release back, including any minor releases or maintenance releases issued against the product for a period
of two years (twenty-four months) after the announcement of the latest GA release, provided that the end-user
customer continues to maintain an active service contract.
Version Release Discontinued: AES provides
commercially reasonable support for backward compatibility when the new GA version of a product is announced. However, AES
cannot guarantee that a new feature that was introduced exclusively in the new version of the software will be supported in
the older version of the application.
Product Discontinued: Once a product has been
discontinued, renewals of subsequent service contracts may be limited to reduced levels of support, and the product may no
longer be eligible for engineering escalations. This information will be communicated as appropriate to impacted customers.
Policy Exceptions: There may be scenarios or
requirements that exist where AES will provide support beyond the stated End of Product Support Policy due to specific
customer requirements or geography considerations. These exceptions are reviewed on a case-by-case basis and resolved as
appropriate. |
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Policy Modification
AES may modify this policy at any time, and will communicate the modification and any exceptions via the AES
Web site www.aesclever.com.
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