Technical Support Terms and Conditions
Certification, Support and De-Support Policies

Certified Software Programs and Versions

170 Systems® will certify versions of 170 MarkView® Programs with identified versions of third-party software. 170 MarkView Programs which have been fully tested with identified versions of third-party software are considered "Certified" with that version of the third-party software. Formal testing against all permutations of third-party software platforms is not practical. 170 Systems will, however, certify 170 MarkView with representative versions of the third-party software programs with which it integrates.

In addition, all 170 MarkView components within a given version are fully tested to work with each other and are considered Certified. 170 Systems does not Certify mixed version 170 MarkView environments (e.g. a MarkView version 4.7 Fax Server is not Certified with MarkView version 4.8 Database Objects).

170 Systems publishes a current list identifying all Programs and versions currently Certified in the 170 Systems' Planning Your Installation Guide. Until such time as a new version of this guide is published, all updates to this list will appear in Release Notes.

Supported Software Programs and Versions

Versions of 170 MarkView Programs that have not been Certified with particular third-party software and mixed version 170 MarkView environments, may still be "Supported" by 170 Systems. 170 Systems identifies Programs as Supported when 170 Systems has not fully tested the 170 MarkView Programs with identified versions of third-party software, but when, based on 170 Systems' experience, 170 Systems anticipates that 170 MarkView Program and the identified versions of third-party software will interact successfully. 170 Systems publishes a current list identifying all currently Supported Programs in the 170 Systems' Planning Your Installation Guide. Until such time as a new version of this guide is published, all updates to this list will appear in Release Notes.

Other Software Programs and Versions

170 Systems does not test 170 MarkView with every third-party software program that may be installed by a client. If a particular 170 MarkView Program or version is not expressly identified in either the Planning Your Installation Guide or subsequent Release Notes as Certified or Supported with a third-party program or version, any issues associated with these products is neither Supported nor Certified and is not subject to 170 Systems' Software Support. In addressing issues raised by a client running unsupported or uncertified environments, 170 Systems' Technical Support Analyst may require the client to reproduce issues in a baseline environment (i.e. excluding third party software or versions) prior to troubleshooting.

Fault Correction Support (FCS)

Pursuant to the Support Terms and Conditions, 170 Systems will provide Fault Correction Support ("FCS") for 170 MarkView Programs for a period of two years from the 170 MarkView version release date published by 170 Systems.

FCS consists of the following services:

  • Software Support
  • Regular maintenance releases
  • Product Documentation, including regular updates
  • New Certifications
  • Patches for critical bugs, errors and faults
  • Ability to escalate Software Support incidents

While 170 Systems strives to troubleshoot all issues and provide effective patches and bug fixes in a timely manner, the resolution of a particular issue may require the client to migrate to a Certified version of either the 170 MarkView Programs or the relevant third-party software. In addition, 170 Systems may offer a further period of Extended Support subsequent to the termination of FCS.

De-Support

Except for such Extended Support as 170 Systems may provide, 170 Systems will De-Support 170 MarkView Programs two years after the 170 MarkView version release date. 170 Systems will issue De-Support notices identifying the relevant 170 MarkView version and specifying the dates when Fault Correction Support ceases. The De-Support notice may also describe a time period during which Extended Support will be offered by 170 Systems. De-Support notices will be posted in Answer 414 in Support Web, the 170 Systems' online Software Support website.

Clients who are current with their Software Support payments may continue to log incidents with 170 Systems' Software Support related to De-Supported Programs or versions. However, unless the Program or version is covered by Extended Support when the incident is logged, the 170 Systems' Technical Support Analyst will not diagnose issues associated with a De-Supported component. Rather, 170 Systems will provide information and documentation on how to migrate to a Supported version of the relevant Programs.

Extended Support

170 Systems may offer Extended Support for a period of one to two years after De-Support. Extended Support will be available at no additional cost to clients who are current with their Software Support payments.

Where Extended Support is offered, the date on which it begins and the applicable period will be set forth in the relevant De-Support Notice.

Where offered, Extended Support will include the ability to log incidents with Support Web to obtain the following:

  • Information regarding known workarounds, existing corrections, or any existing patches for the De-Supported Programs which the client may not already have in place;
  • Software, documentation and assistance with upgrading from a De-Supported Program or version in accordance with the Software Support for Updates and Bug Fixes; and
  • Information regarding product support, certification and compatibility.

Extended Support will not include the following:

  • New patches or bug fixes to a De-Supported Program or version;
  • Back-porting of new patches, bug fixes or updated functionality into a De-Supported Program or version;
  • Regular maintenance releases;
  • Certification of De-Supported Programs or versions with Supported/Certified Programs, versions or third party components and applications (e.g. operating systems, databases, etc.); or
  • Ability to escalate issues related to De-Supported Programs or versions for quicker response and/or resolution.

While 170 Systems will make commercially reasonable efforts to provide the above Extended Support, 170 Systems will not continue to train its employees or develop additional internal knowledge in De-Supported areas. Response times for De-Supported Programs or versions covered by Extended Support may not comply with then current response times for Supported Programs and versions.

Extended Maintenance

Extended Maintenance may be offered for certain De-Supported components of 170 MarkView and for use of 170 MarkView Programs with certain third-party software programs.

The availability of Extended Maintenance is at the sole discretion of 170 Systems. If offered, Extended Maintenance is only available to clients who are current with their Software Support payments and will require the client to pay an additional fee. Fees, time frames and details will be specific to the Program or version being De-Supported.

A Client should contact its 170 Systems' Practice Manager to discuss Extended Maintenance options.

Extended Maintenance will include the ability to log incidents with 170 Systems' Software Support via Support Web to obtain the following:

  • Software Support Services;
  • Information regarding known workarounds, existing corrections any existing patches for the De-Supported Programs which the client may not already have in place;
  • Software, documentation and assistance upgrading from a De-Supported Program or version;
  • Information regarding product support, certification and compatibility; and
  • Extended Maintenance may, in 170 Systems sole discretion, include Integration or Back-porting of new patches, bug fixes into a De-Supported Program or version.

Extended Maintenance will not include the following:

  • Certification of De-Supported Programs or versions with Supported/Certified Programs, versions or third party components and applications (e.g. operating systems, databases, etc.);
  • Integration of new functionality and updates into De-Supported Programs or versions; or
  • Regular maintenance releases.

Support of Non-Standard Modifications to 170 MarkView Programs

Software Support for 170 MarkView Programs is defined in the Standard Terms and Conditions as Software Support only for 170 MarkView Programs, as configured and delivered to a client by 170 Systems' Professional Services and using recommended hardware and not including "Solution Support Materials" support for which is addressed in the Solution Support Terms and Conditions.

Non-Standard modifications to 170 MarkView Programs are defined as changes, configurations and/or customizations to the 170 MarkView Programs made by a party other than 170 Systems.

Issues related to Non-Standard modifications may be reported to Software Support via normal support channels and 170 Systems' Technical Support Analysts will diagnose and troubleshoot the issue. Please note: this may include requiring that the client reproduce the issue in a baseline environment (i.e. excluding the Non-Standard modifications).

If a Non-Standard modification is determined to be the cause of an issue, 170 Systems' Technical Support Analyst will inform the client and cease working on the incident. The client may wish to contact its 170 Systems' Practice Manager to request a service engagement to further assist with resolution of issues associated with Non-Standard modifications.

Customers access Support Web here.