Support

We will do three things:

1. Track and fix the reported faults
2. Provide emergency update releases whenever appropriate
3. Propagate the fix to other supported versions

We answer your questions in regards to:

1. How to use the software.
2. Technical questions and assistance.
3. Set-up and configuration assistance.
4. General questions regarding the software.

In general, any maintenance updates will fix any bugs or malfunctions that you have come across that interferes with the general functions of the system.

Interim (Minor) Release: When it becomes necessary to correct faults detected on a released version, fixes are made to the base version. This modified version is installed as a minor release, which by definition does not contain any functional enhancements. Minor releases are planned by the Principal and made available periodically. According to general policy, underlying environmental software required for the run time is not changed in this release. A minor release completely supersedes previous minor and emergency releases and all customers are expected to upgrade their versions to the latest release.

Major (Enhancement) Release: A major release represents significant functional and/or technical changes in the proposed systems. Unlike with a minor release, a customer is not required to upgrade to the next enhancement release. Planned by product management, major releases would involve some incremental cost for the customers when major new modules are added to the product.

Emergency Release: When a software fault prevents the system from operating correctly, a fix (patch) is made available as an emergency release. Such action may also be necessary when certain enhancements are urgently needed in order to comply with external regulatory requirements. An emergency release has the following characteristics:

1. It is supplied only to the site that reported the problem. Other sites will get the fix along with the minor (maintenance) release in which the fault is fixed.
2. It addresses only the critical problem in question.
3. The emergency fix is temporary in nature and will be replaced by the next maintenance release.

There is also a Warranty Period of 1 year for the proposed solution, which will commence immediately after the date of User Acceptance Test Sign-Off. The vendor also warrants that the components supplied and installed are in accordance with this proposal shall be free of any defects and malfunction for a period specified as per the Warranty Period (1 year). Any defects caused by the misconfiguration and coding errors uncovered during this Warranty Period shall be immediately responded to and resolved free of charge. Beyond this Warranty Period, the solution is required to be covered by an active Maintenance Agreement to be signed between your company and GR Tech.