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Overview Summary

The Standard Maintenance & Support Program Overview provides a detailed explanation of the process which Corridor employs and the services which Corridor provides as part of its Standard Maintenance & Support Program. To be eligible for the program benefits, a client must have a valid license for the product which requires assistance as well as an active Standard Maintenance & Support Agreement in place at the time of the inquiry.

At a high level, Corridor's Standard Maintenance & Support Program provides its clients with access to Corridor's Customer Support Portal to submit and track issues related to licensed software, Corridor's Customer Support Department for purposes of questions, troubleshooting of issues, critical and high bug fixes or workarounds, and access to future versions of the software which have been licensed and for which an active Standard Maintenance and Support Agreement is in place.

Corridor's Standard Maintenance & Support Program has been designed to provide Second and Third Level support for our active maintenance clients with the understanding that our clients' internal IT Help Desks will address First Level Support issues. Inclusive in First Tier Support activities is direct contact with end users for purposes of problem identification, steps to reproduce the issues, and attempted resolution to the problem prior to escalation.  Please note that First Level Support assistance is available to our active maintenance customers; however, a Corridor Connect Support Agreement or Extended Support Agreement (as opposed to a Standard Maintenance and Support Agreement) would need to be active.

The Standard Maintenance & Support Program Overview is segmented as follows:

  • Standard Maintenance & Support Introduction, Goal and Definition | Describes the objective, definition for Standard Maintenance & Support services for software licensed from Corridor, and the issues covered as part of the Standard Maintenance & Support Program 
  • Support Response Policy & Coverage Times | This section describes the response times and coverage times for our Standard Maintenance & Support Program.
  • Issue Submission and Tracking Processes | This section describes the details of the submission and tracking process for Corridor's Standard Maintenance & Support Program. Notifications and escalation processes are described as well.
  • Software Product Release Access | Describes the guidelines for software versions covered within the Standard Maintenance & Support Agreement as well as minor, major, and maintenance releases.

Introduction, Goal and Standard Maintenance and Support Definition

The Program Introduction

The Standard Maintenance & Support Program Overview is intended to outline the services and processes provided as part of Corridor's Standard Maintenance & Support Program to its customers who have an active Standard Maintenance and Support Agreement in place for licensed products with Corridor Company.

Standard Maintenance & Support Program Goal

Corridor is committed to building strategic relationships with Corridor's customers by providing consistent, dependable and measurable services that effectively support the use of Corridor's products to meet and exceed our customers' Contract Management, Proposal Management and Supplier Management Business Application needs.

Standard Maintenance & Support Definition

Subject to the existence of an active Maintenance & Support Agreement, the customer is entitled to access Corridor’s Customer Support Department via our web based system which is specific to each client termed Support Site. Corridor’s Customer Support Department provides assistance with the diagnosis and resolution of defects and/or failures in Corridor’s products subject to the products being installed and operated in a production environment in accordance with software specifications.

Corridor's Standard Maintenance & Support Program provides coverage for the following items:

  • General questions regarding product functionality
  • Diagnosis and resolution of defects and failures in Corridor's products

Customer Obligations

  • Contact with Corridor Customer Support will be through two to three specified designated contacts who have completed Corridor's Product Training.
  • Designated contacts are named contacts within the Corridor Customer Support Center Contact list and must be registered with Customer Support prior to requesting service for the first time.
  • To avoid interruptions in support services, customer must notify Corridor's Customer Support whenever its technical support responsibilities are transferred to another individual or if there are any changes in the contact numbers or contact methods.
  • Designated contacts will have conducted analysis steps to resolve issues escalated from the First Level Support organization prior to initiation of a Corridor Technical Support request.
  • In order for Corridor to provide the levels of support noted throughout this process, it is necessary for the customer to ensure that Corridor can effectively gain remote access to the customer's version of the installed product.  Such access should be granted on a limited basis and only for the time period necessary for resolution.

Corridor Technical Support does not provide coverage for the following items:

  • On premises installation or subsequent installation
  • Initial or subsequent set up or configuration
  • Training
  • Enhancements
  • Consulting or development services
  • Modification of base code, addition of custom code, or modification of configuration unknown to Corridor
  • Support for Custom Development or Custom Configuration unless customer has purchased a separate Custom Code or Connect Support Agreement
  • Support for the recovery of lost data
  • Installation, configuration and technical support for equipment or operating systems
  • Third party software or hardware
  • Consultations or integrations to third party software applications
  • Damage, defects or malfunctions due to misuse, abuse or accidents
  • Defects caused by the combination of the Corridor product with third party software or hardware not supported by Corridor
  • Defects caused by the modification of the Corridor product by persons not authorized by Corridor
  • Defects that are not reproducible by Corridor
  • Support or troubleshooting of base SharePoint installation.  Corridor software requires a SharePoint environment which adheres to Microsoft guidelines.  Corridor is not responsible for troubleshooting customer's SharePoint installation unless that environment was installed by Corridor professionals or the environment is hosted by Corridor.

Support Response Policy & Coverage Times

Service Description​​

Overview

Hours of coverage

Monday through Friday excluding published holidays.
8:00 AM – 7:00 PM Eastern Standard Time

Support channel

All issues should be initially logged within Corridor’s Customer Support Portal. Depending on criticality or complexity of the case, Corridor Customer Support will follow up with direct telephone contact.

Number of cases

Unlimited

 

Case Type

Definition*​

Initial Response Time

Update Intervals

Critical

  • Product is not operational
  • Customer is unable to use product without resolving this defect
  • No workaround exists

2 business hours from receipt of case through Customer Support Portal, Support Site. A direct telephone call will also be made regarding issue.

Ongoing until issue is resolved

High

  • Loss of significant product functionality or intermittent failure of product to operate
  • Operation of product can continue in a restricted fashion
  • Test or development environment is non operational**
  • No workaround exists

4 business hours from receipt of case through Customer Support Portal, Support Site.

Ongoing until issue is resolved

Normal

  • Standard priority assigned to issues which do not meet the criteria for other priorities

8 business hours from receipt of case through Customer Support Portal, Support Site.

Ongoing until issue is resolved

Low

  • Issue does not affect operation of product and is informational, only
  • Lack of solution does not materially affect customer’s business
  • ​Customer states that resolving the issue is not important

16 business hours from receipt of case through Customer Support Portal, Support Site.

Ongoing until issue is resolved

 

* Corridor reserves the right to change the Case Type if it does not meet the definition criteria noted above.

** Support and Maintenance for Development, QA or Test, or Staging Environments requires a specific/ separate maintenance and support agreement for these environments.  Not all Case Types are available for subsequent environments.

Issue Submission and Tracking Processes

Issue Submission

Once logged into the Customer Support Portal, Support Site, the user will be presented with the Case Tracking Dashboard where he or she will have the ability to submit new cases as well as view and add additional details to existing cases.

When a new case is submitted, the following information is required:

  • Description
  • Steps to Reproduce
  • Severity
  • Attachments

Once the case has been submitted, Corridor's Customer Support Team will receive notification of the issue or question.  The Customer Support Representative designated for the specific client account, termed the Lead Support Engineer or LSE, will then assume responsibility for the case.  The LSE will respond to the issue in accordance with the Case Type and Response Times noted above.  Throughout this process, email notifications will be sent to both the individual who submitted the case as well as the LSE each time a comment is added and/or the status of the case is changed.  Kindly note that each customer has both a primary and secondary LSE.

Issue Tracking

Once the case has been submitted, it can be tracked on a real-time basis through the use of the Customer Support Portal, Support Site.  Authorized Client IT Representatives can log in to the system to see specific case correspondence as well as a Case Tracking Dashboard which aggregates all open cases.

Additional comments may be submitted in support of an existing case, but existing comments and any document attachments related to the case cannot be edited after submission.

Corridor will use commercially reasonable efforts to resolve cases in accordance with the specifications of this Standard Maintenance & Support program.  Timely efforts must be made by all parties involved, and expedient responses will assist to more rapidly address open cases. If communication from the customer ceases for a period in excess of five (5) business days, Corridor may, upon notice, close a case due to inactivity on the part of the customer.  

Issue Escalation Routes

The following scenarios describe potential resolution and escalation paths by Corridor Company.

Scenario I | Case Resolved by Support

  • A case is submitted by the customer through the Customer Support Portal, Support Site.
  • The LSE reviews the case, and an initial email response is sent back to the customer acknowledging receipt of the case. If the case is critical or it is requested, telephone contact will be made.
  • The LSE begins research and contacts the customer in the event that it is necessary to:
    • Confirm case type
    • Request additional information or data
    • Conduct a web session
    • Supply suggestions, solutions or workarounds
  • The case will be closed by Corridor when:
    • A resolution is supplied to the Customer
    • The Customer resolves the problem
    • The Customer fails to supply the requested clarification information or data within a reasonable period of time from Corridor’s request
    • No response is received from the Customer

Scenario II | Case Escalated to Engineering

  • A case is submitted by the customer through the Customer Support Portal, Support Site.
  • The LSE reviews the case, and an initial email response is sent back to the customer acknowledging receipt of the case. If the case is critical or it is requested, telephone contact will be made.
  • The LSE reproduces the reported behavior and determines that the problem is a product defect.
  • The LSE escalates the issue to Engineering.
  • Engineering in coordination with Product Management reviews the problem and determines how the problem will be addressed.
    • The problem will be corrected via a patch or Service Pack.
    • The problem will be corrected in the next standard release of the product.
    • The problem will be corrected in a future version of the product, although no specific timetable is set.
    • The problem is not material and will not be fixed.
  • Once the problem has been fixed, the LSE will provide the necessary information to the Customer.

Note: Once a problem has been assigned a target release date, the intent is to fix the defect for the stated release. However, it is not possible to guarantee that the defect will be resolved in a specific release or by a specific date.

Scenario III | Case Escalated to Product Management

  • A case is submitted by the customer through the Customer Support Portal, Support Site.
  • The LSE reviews the case, and an initial email response is sent back to the customer acknowledging receipt of the case. If the case is critical or it is requested, telephone contact will be made.
  • The LSE reproduces the reported behavior and determines that the problem is not a product defect, but is an item which should be considered for a future release of the product.
  • The LSE escalates the issue to Product Management.
  • Product Management evaluates the request and determines how the request will be handled.
    • The feature will be implemented in the next standard release of the product.
    • The feature may be implemented in a future release of the product, although no specific timetable has been set.
    • The feature will not be implemented.
  • Once a decision has been made, the LSE will provide the necessary information to the customer.

Software Product Release Access

Access to Software Maintenance Deliverables

The Standard Support and Maintenance Program includes software product upgrades, Feature Packs, Service Packs, and Hot fixes for the contract term. Major Releases, Service Packs, Feature Packs and Hot fixes are conveniently available for electronic download.

Software Versions Covered

Corridor will provide support for the current Major Release and one prior version of the Corridor Software. Corridor Customer Support may recommend that Customer upgrades to Maintenance, Minor, and/ or Major Release to resolve an issue.

Major, Minor, and Maintenance Releases

Major Releases are released once per year and contain substantial changes (e.g., an overhaul of the interface, change in compatibility) to the product as well as minor enhancements and defect fixes. Such releases are designated as left of dot releases (for example, 1.0, 2.0, 3.0).

Minor Releases are released periodically to introduce new functionality to the product as well as minor enhancements and defect fixes.  Such releases are designated as right of dot releases (for example, 1.1, 1.2, 1.3).

Maintenance Releases (also known as a Service Pack or Hot fix) are created to resolve specific software anomalies or to resolve specific configuration issues. Such releases are designated as right of dot of dot releases (for example 1.1.1, 1.1.2, 1.1.3).

A current Maintenance and Support Agreement is required to be in effect in order to obtain and install major, minor, and maintenance releases for specific Corridor products.

 

 

 

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