This page contains support information for existing QuickTransit users.
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QuickTransit for Solaris/SPARC to Solaris/x86-64 |
Standard Support is included with all QuickTransit subscription licenses. |
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Other QuickTransit editions |
If you are a user of QuickTransit software running on computer systems from Silicon Graphics Inc., please contact Silicon Graphics for customer support. If you are a user of Rosetta software running on computer systems from Apple Computer Inc., please contact Apple for customer support. |
For customers receiving Standard Support, the following guidelines apply for response times and the actions to be taken by customer support engineers for each severity level.
| Hours of operation | Monday – Friday 8AM – 6PM GMT* |
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| Access Channels | E-mail and phone |
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| Severity Level for Error | Target Response Time for Initial Reply | Progress Report (Update) | Action and Resources |
| Severity 1 | 4 business hours | Every business day (as required) | Dedicated resources until solution is identified |
| Severity 2 | 16 business hours | Every 2nd business day (as required) | Suitable resources until solution is identified |
| Severity 3 | 1 business day | Every week (as required) | Resources as available |
| Severity 4 | 3 business days | Every 2 weeks | Resources as available, or fix scheduled for inclusion in future release |
* Subject to daylight savings changes.
Severity levels for errors generally will be classified according to the following table:
| Severity 1 | Severity 2 | Severity 3 | Severity 4 |
|---|---|---|---|
Critical business impact - Software is not operative or repeatedly fails catastrophically, requiring repeated restarts. |
Significant business impact - Functionality of the software is unusable, with no work-around available. The software:
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Some business impact - There is a loss of a software functionality that does not seriously affect its use or operations. Any condition initially classified as Severity 1 or 2 that is resolved (with a work-around or other fix, patch or error correction acceptable to licensees as a temporary measure) is reduced to level 3. |
Minimum business impact ? Some errors have been incurred, including:
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Customers with standard support are entitled to e-mail and phone support. The contact details are listed below and for non-critical issues e-mail is the preferred method of communication. Please include as much information as possible with your communication.
| By e-mail: | support@transitive.com |
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| By phone (in Europe): | +44 800 0669987 |
| By phone (in North America): | +1 (877) 399-6611 |
Note: As of May 30, 2009, QuickTransit does not use the FlexLM licensing tool. This part of the documentation can be ignored.
Parts of the QuickTransit range of products are based on Open Source software, such as OpenSolaris.
In accordance with the relevant licenses, Transitive is able to provide the source code for these parts of their products including modifications made, on request.
If you would like to receive a copy of this source code, please e-mail: support@transitive.com, stating the part(s) of the codebase that you need.