BangDB Software Support Policy

a. Major Version 2.0

Major version typically may not be backward compatible with previous major versions. This means some of the same features may not be working as it used to in past. Also it includes new features, bug fixes, some hot fixes and older features with newer implementations for various reasons. The major release happens with less frequency and it takes time to come up with major versions. The current major version for BangDB is 2.0. BangDB doesn’t support 1.0 anymore.

c. Hot fixes: as agreed with clients (for the specific set of clients)

Hot fixes are applied to the current software version (major and minor) and are typically contain bug fixes or security fixes which are extremely important to applied. It may also contain some maintenance or stability related fixes which need to be updated for current software version

a. Product Support

Product support in form of software updates, documentations, APIs, tool updates or as stated in the release info for a particular release.

b. Customer support

Current customer support offerings are as follows;

a. Severity 1

Production use of the Software is stopped or so severely impacted that the user of the Software cannot reasonably continue work. The user of the Software is experiencing a complete loss of service. The operation is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:

Once a severity 1 issues is received, BangDB starts working on it to close it within the appropriate SLA. It is tracked and communicated frequently to the customer. Within the defined time period BangDB will endeavour to close the issue, however it doesn’t guarantee that the issue will be closed within the specified number of hours, due to many different variables and conditions not fully in the control of BangDB. The designated person(s) will continue to work with the customers until the issue is fully resolved.

Customer is required to use the updated software and also provide all necessary information including access to the servers and other required items as required and asked. Also, BangDB doesn’t guarantee that the root cause will also be found out and identified. BangDB also doesn’t guarantee that the system will be brought back to the exact point where it stopped working.

Severity 1 tagging is critical and customers should use it with caution as it requires heavy resource allocation from BangDB.

b. Severity 2

The user of the Software is experiencing a severe loss of service, where important features are unavailable, and no acceptable workaround; however, operations can continue in a restricted fashion. The operation is mission critical to the business.

Once a severity 2 issues is received, BangDB allocates resources to start working on it. BangDB creates a tickets and starts the CRM process to close it as soon as possible. Details of the steps and progress is continuously communicated with the customer and also updated in the CRM system where customers can also track.

Within the defined time period BangDB will commercially endeavour to close the issue, however it doesn’t guarantee that the issue will be closed within the specified number of hours, due to many different variables and conditions not fully in the control of BangDB. The designated person(s) will continue to work with the customers until the issue is fully resolved.

Customer is required to use the updated software and also provide all necessary information including access to the servers and other required items as required and asked. Also, BangDB doesn’t guarantee that the root cause will also be found out and identified. BangDB also doesn’t guarantee that the system will be brought back to the exact point where it stopped working.

c. Severity 3

The user of the Software is experiencing a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. Once a Severity 3 case is received BangDB will use reasonable efforts to review the case details and severity level, to facilitate the severity level qualification and/or gather additional information to begin analyzing relevant logs (if available) within the Service Level Target set forth below.

d. Severity 4

The customer requests information, an enhancement, or documentation clarification regarding the Software but there is no impact on the operation of the Software. The user of the Software is experiencing no loss of service. The result does not impede the operation of a system. Once a Severity 4 case is received BangDB will use reasonable efforts to review the case details and severity level, to facilitate the severity level qualification and/or gather additional information to begin analyzing relevant logs (if available) within the Service Level Target set forth below.

Below is the list of severity or priority summarized

a. Support tickets

Customer can open a ticket or BangDB team will open a ticket upon receiving a request. The ticket and the progress will be visible to the customer all the time. BangDB or Customer can bump up or down the importance (priority level) as needed. The ticket can be filed by going to online forum or through the product directly. Email with the ticket detail is sent to the customer immediately with the tracking link. The support package level (Pro, Basic or Essential) defines the response timing and involvement as purchased by the customer. BangDB currently communicates in English only.

b. Ticket resolution

BangDB will make commercially reasonable efforts to resolve any Ticket detailing a material and verifiable failure of the Support Services to conform to its Documentation. Such efforts may include helping with diagnoses, suggesting workarounds, providing patches, or providing a new Release. BangDB will not provide Support Services for: (a) use of the Support Services in a manner inconsistent with the Documentation; (b) modifications to the Software not provided by or approved in writing by BangDB; or (c) use of the Software with products or software not provided or approved in writing by BangDB.

c. Ticket Priority Level and Response Times

BangDB will: (a) reasonably assess and assign each Ticket a priority level (“Priority Level”), as defined in Table 2 – Priority Level Definitions below; (b) respond to each Ticket according to Customer’s applicable Support Package; and (c) confirm the Priority Level with Customer’s Technical Contact and, if needed, resolve any disagreement regarding the Priority Level as soon as reasonably practicable. Response Times apply for production Databases of the licensed Software.