In short summary the agreement will contain:
- A support number for which to call for any immediate assistance or help will be available. The support guard will in turn provide as much assistance as he/she can, helping you directly or by making sure it is handled by the right team and with the correct priority.
- All Bugs are reported and tracked through a bug tracking portal made and updated by SN. Customers set the severity which again sets the priority, but this priority can always be overwritten through dialogue with the customer.
- The agreement, especially concerning reported bug cases and so the agreed response times, will be monitored by SN through SLA tracking and other monitor systems to make sure the health and status of support is transparent for all SN employees and all reported bug cases are taken seriously and communicated to.
Included in the agreement is a continuous “Software & Documentation - Update Service”