Hyperic Support Policies
Our Hyperic Production Support Policies below provide you with region-specific coverage details.
Production Support - North America
Hyperic's Production Support Service is intended to assist customers with questions and issues related to production use of our products. Production Support is provided as a part of every subscription.
Scope of Coverage: Production Support
What we support under standard coverage:
- Installation
- Configuration
- Usage
- Updates
- Diagnosis of Issues
- Bug Fixes
What we don't support under standard coverage:
- Custom Plugins (Development and Production Use - Managed Products and HQU)
- Custom Reporting
- Custom Groovy Scripting
- Modifications to Hyperic Products
- Comprehensive Product Training
- Integration with Third-Party Products
- Database Migration
- System or Network Design
- On-site Assistance
Hyperic offers support for the last three major point releases of our products, including all maintenance releases between major point releases. Major point releases are defined by the major and minor version numbers of the release (i.e. 3.1, 3.2, 4.0). Maintenance releases are defined by the major, minor, and revision numbers of the release (i.e. 3.1.4, 3.2.5, 4.0.3).
Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.
Service Level Agreement: Production Support
- Start of business: 8:00am US PST
- Close of business: 6:00pm US PST
- Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only
| Support Components | Silver Subscription |
Gold Subscription |
Diamond Subscription |
|
|---|---|---|---|---|
| Coverage Info | ||||
| Business Hours | 10 x 5 (8am-6pm PST) | 10 x 5 (8am-6pm PST) | 24 x 7 (For Severity 1) | |
| Scope of Coverage | Standard Coverage | Standard Coverage | Standard Coverage | |
| Severity 1 (Blocker) | 2 Business Days | 1 Business Hour | 1 Hour (24 x 7) | |
| Severity 2 (Critical) | 2 Business Days | 4 Business Hours | 4 Business Hours | |
| Severity 3 (Major) | 2 Business Days | 1 Business Day | 1 Business Day | |
| Severity 4 (Minor/Trivial) | 2 Business Days | 2 Business Days | 2 Business Days | |
| Silver Subscription |
Gold Subscription |
Diamond Subscription |
||
Production Support - Europe
Hyperic's Production Support Service is intended to assist customers with questions and issues related to production use of our products. Production Support is provided as a part of every subscription.
Scope of Coverage: Production Support
What we support under standard coverage:
- Installation
- Configuration
- Usage
- Updates
- Diagnosis of Issues
- Bug Fixes
What we don't support under standard coverage:
- Custom Plugins (Development and Production Use - Managed Products and HQU)
- Custom Reporting
- Custom Groovy Scripting
- Modifications to Hyperic Products
- Comprehensive Product Training
- Integration with Third-Party Products
- Database Migration
- System or Network Design
- On-site Assistance
Hyperic offers support for the last three major point releases of our products, including all maintenance releases between major point releases. Major point releases are defined by the major and minor version numbers of the release (i.e. 3.1, 3.2, 4.0). Maintenance releases are defined by the major, minor, and revision numbers of the release (i.e. 3.1.4, 3.2.5, 4.0.3).
Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.
Service Level Agreement: Production Support
- Start of business: 8:00am US PST (UTC-8)
- Close of business: 6:00pm US PST (UTC-8)
- Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only
| Support Components | Silver Subscription |
Gold Subscription |
Diamond Subscription |
|
|---|---|---|---|---|
| Coverage Info | ||||
| Business Hours | 10 x 5 (8am-6pm PST) | 10 x 5 (8am-6pm PST) | 24 x 7 (For Severity 1) | |
| Scope of Coverage | Standard Coverage | Standard Coverage | Standard Coverage | |
| Severity 1 (Blocker) | 2 Business Days | 1 Business Hour | 1 Hour (24 x 7) | |
| Severity 2 (Critical) | 2 Business Days | 12 Hours | 12 Hours | |
| Severity 3 (Major) | 2 Business Days | 1 Business Day | 1 Business Day | |
| Severity 4 (Minor/Trivial) | 2 Business Days | 2 Business Days | 2 Business Days | |
| Silver Subscription |
Gold Subscription |
Diamond Subscription |
||
Developer Support - North America
Hyperic's Developer Support Service is intended to assist customers with questions and issues related to development and production use of custom plugins. Custom plugin must be certified to meet Hyperic's supportability standards before being supported under this service. Developer Support is an additional layered subscription and requires an underlying Production Support subscription.
Scope of Coverage: Developer Support
What we support under standard coverage:
- Custom Plugin Development Advice & Best Practice
- Custom Plugin Production Use Support (Hyperic Certified Only)
- Custom Report Development
- Custom Groovy Script Development
- Diagnosis of Issues
- Bug Fixes
What we don't support under standard coverage:
- Modifications to Hyperic Products
- Comprehensive Product Training
- Integration with Third-Party Products
- Database Migration
- System or Network Design
- On-site Assistance
Hyperic offers support for the last three major point releases of our products, including all maintenance releases between major point releases. Major point releases are defined by the major and minor version numbers of the release (i.e. 3.1, 3.2, 4.0). Maintenance releases are defined by the major, minor, and revision numbers of the release (i.e. 3.1.4, 3.2.5, 4.0.3).
Additional service coverage is available to meet your needs, please contact your Sales Representative for more information.
Service Level Agreement: Developer Support
- Start of business: 8:00am US PST
- Close of business: 6:00pm US PST
- Closed US Holidays, Severity 1 service for Gold and Diamond subscribers only
| Support Components | Silver Subscription |
Gold Subscription |
Diamond Subscription |
|
|---|---|---|---|---|
| Coverage Info | ||||
| Business Hours | 10 x 5 (8am-6pm PST) | 10 x 5 (8am-6pm PST) | 24 x 7 (For Severity 1) | |
| Scope of Coverage | Standard Coverage | Standard Coverage | Standard Coverage | |
| Severity 1 (Blocker) | 2 Business Days | 1 Business Hour | 1 Hour (24 x 7) | |
| Severity 2 (Critical) | 2 Business Days | 4 Business Hours | 4 Business Hours | |
| Severity 3 (Major) | 2 Business Days | 1 Business Day | 1 Business Day | |
| Severity 4 (Minor/Trivial) | 2 Business Days | 2 Business Days | 2 Business Days | |
| Silver Subscription |
Gold Subscription |
Diamond Subscription |
||
