We always deliver and will support our customers to a successful end.
CloverCAREThis Software Support Policy (“Support Policy”) describes the policies and procedures under which CloverDX a.s. (“CloverDX”), formerly known as Javlin, provides support services (“Support Services”) for its proprietary software product(s) (“Software”) to its customers (each, a “Customer”). Support Services are provided for the Software pursuant to the separate license agreement under which Customer has purchased Support Services (“License Agreement”) and are subject to the terms and conditions of that License Agreement and the terms of this Support Policy. Support Services are provided for the term specified herein, or for the period otherwise specified in the License Agreement.
Major Releases (A.b.c) means generally commercially released major new releases, modifications or enhancements to the Software as designated by a change in the number to the left of the decimal in the version number. Major Releases are normally identified by the first number prior to the first decimal point. Major Releases do not include separate or different products marketed by CloverDX under a different name even if such products are compatible with the Software.
Minor Releases (a.B.c) are normally identified by the first number immediately following the first decimal point. For example, 3.2 is a Minor Release of 3.0. Minor releases usually include feature improvements, new functions and cumulative bug fixes.
Maintenance Releases (a.b.C) means generally commercially released code corrections, patches, updates of the Software as designated by a change in the number to the right of the second decimal in the version number. For example 3.2.2 is a Maintenance Release of 3.2.
Milestone Releases (a.b.c.Mx means generally commercially released code as a preview of the next Major/Minor Release. Milestone Releases are normally identified by the M(x) designation. For example 3.3 M1 is the first Milestone Release of Minor Release 3.3.
Supported Platforms CloverDX supports use of the Software only on the platforms specified in the documentation supplied by CloverDX with the Software. An updated list of Supported Platforms is provided in the manuals under chapter “System requirements.” The manuals are available on the web page: www.cloverdx.com/resources
Supported Software – CloverDX Designer, CloverDX Server, CloverDX Cluster, CloverETL Designer, CloverETL Server, CloverETL Cluster
Maintained Software - Maintained Software is available for sale and is fully supported in the Supported Platforms from the date upon which a product becomes Maintained Software, until the date it becomes Retired Software. Every Major Release or Minor Release has defined a release date from which the time is counted. Maintenance Releases do not change the timing.
Retired Software - Retired Software is not available for general sale and will be available for download. Ticket-based support is provided for Retired software. However CloverDX will no longer provide feature developments or product enhancements for Retired Software. Support lasting depends on the support plan selected.
End of Life Software - CloverDX may cease support for Retired Software after 12 (twelve) months from it has become Retired Software. CloverDX shall keep an up‐to‐date list of supported versions and make end of life (or end‐of‐support) announcements in the Customer Portal. End of Life Software may be available for download.
Support Plan – Set of Support Services and arrangements which Customer selected at the time of purchase or in the time of Renewal. For details please see Section 4 – Support services overview.
Customer Portal is CloverDX’s online web‐based customer portal located at https://support.cloverdx.com
Renewal - Unless otherwise agreed to in writing by the Customer and CloverDX, Support Services will commence on the date of electronic delivery of the Software and will continue thereafter for an initial support term of one (1) year. Thereafter, Support Services shall be renewed upon CloverDX’s receipt of applicable payment from Customer. All terms and conditions hereof shall remain in effect during each one‐year support term.
1.2 Support Services are provided via the Customer Portal, and additional methods as indicated on the Support Policy. This Support Policy sets forth expectations for Support between the Customer organization and CloverDX’s Customer Support organization, including:
2.1 What Support Services Include. If Customer is current on its payment for its Support Services, CloverDX shall provide Customer with Support Services consisting of the following:
2.2 Upgrades. Support Services may include new versions of the Software, when and if made commercially available by CloverDX (Major Release, Minor Release or Maintenance Release). If CloverDX labels the new version of the Software as an upgrade or update to Software previously licensed to you ("Previous Version"), Customer may replace the Previous Version (including all installed copies) with the new version.
2.3 Efforts to Correct the Software. CloverDX shall make commercially reasonable efforts to correct bugs or other errors in the Software. Customer acknowledges that CloverDX is not required to correct every or any bug, error, or problem with the Software that it reports to CloverDX or of which CloverDX is otherwise made aware. Bugs are not corrected for Software declared as Retired or End of Life
2.4 Support Exclusions. The following are excluded from CloverDX’s Support Services obligations:
Any on-site services or remote access services (unless CloverDX requests remote access to assist CloverDX in understanding an issue).
2.5 Additional Services. CloverDX separately offers a range of fee‐based professional services to address issues related to:
2.6 Software Versions Supported
3.1 Customer shall obtain Support Services by reporting individual issues to CloverDX. Each individual issue reported to CloverDX shall be tracked from initial report through final resolution (each such issue, an “Incident”).
3.2 Submission
Who May Submit Incidents. Support Services are intended to provide assistance to individuals for issues and questions beyond what is covered in documentation and introductory material provided with the Software. Customers are expected to make every effort to ensure that the individuals that are designated as authorized contacts are qualified to support the Customer teams internally. To be qualified, these individuals should know the internal build systems, tools, policies, and practices in use by the Customer, and they should also be proficient users of the Software. Each such qualified contact is a “Contact”. Customer shall be entitled to designate the number of Contacts specified in the Support Policy as authorized to submit support Incidents. Customer may designate at least one authorized Contact at time of purchase, unless otherwise specified, who will be the person registering the license. That individual may submit change requests to the list of authorized support Contacts in writing through the channel(s) specified for the plan selected.
How to Submit Incidents. Incidents are to be submitted to CloverDX by a Contact through the Customer Portal unless otherwise specified in the specific support plan in the Support Policy. The Support Policy specifies which communication channels are available for each plan offered.
How to Report an Incident. In order to expedite the resolution of Incidents, CloverDX expects that Customer will make every attempt possible to:
3.3 Support Response and Incident Resolution
Response. For each Incident reported by Customer in accordance with these procedures, CloverDX shall:
3.4 Prioritization. CloverDX will prioritize Incidents according to the following criteria:
Severity |
Summary |
Description |
URGENT |
Software is absolutely unusable |
Support Cases are the highest priority and receive first attention. A Severity 5 Support Case means the Software is completely inoperable and inaccessible to 100% of the Customer’s users. |
HIGH |
Use of the software is strongly impaired |
Support Cases are when the Software has severely impacted the performance of its intended use and is causing a material and adverse impact for a majority of the users; or, the Software is materially not operating within the documented functionality and it is impacting a majority of the Customer’s users. |
NORMAL |
Use of the software is limited |
Support Cases are when the use of the Software has impacted the performance of some of the users, or the Software is not operating within the documented functionality and it is impacting some of the Customer’s users. |
LOW |
Use of the software is slightly limited OR Change request or suggestion |
Support Cases are standard request for assistance and may include questions of how to use the Software. It also includes change request and suggestions - Support Cases are when the Software is operating within the documented guidelines and the Customer would like to record an idea for inclusion in future releases. CloverDX will not provide feedback on enhancement requests. Low priority Support Cases are closed once the information has been recorded. |
3.5 Resolution and Closure
Service |
Standard support plan |
Response time |
3 business days |
Product workaround |
2 weeks |
Product fix |
Next release if there is no release in progress |
Change request |
Autoclose, confirmation of recording. |
Incident analysis |
5 cases/month |
Custom code debugging |
CTL yes, Java no |
Retired |
12 months from release |
End Of Life |
24 months from release |
Remote guidance |
No |
Call in support |
No |
Phone availability |
N/A |
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Last revision 22 December 2020
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