Definitions of Support & Maintenance terms

Each purchase of Transend Migration Console includes Support & Maintenance,either Limited or Standard coverage.

Definitions of the Support & Maintenance terms are as follows:

General

Level 1 support engineer – entry level support engineer with the abilityto provide general guidance about out-of-the-box product features,installation and license key activation.
Level 2 support engineer – experienced engineer who is an expert onproduct usage. Has the ability to review log files and recommend configurationadjustments or submit code review requests to the development team.
Level 3 engineer – this is a member of the development team with theability to create code fixes that can alter the product’s default behavior orfix a problem caused by problematic data.
Maximum response time (M-F, 9:00 AM – 5:00 PM PT) – the maximum amount oftime you can expect to receive a response from a support engineer after yoursupport ticket is submitted.
Coverage Term – the duration your Support & Maintenance term is active(from the date of purchase).

Email
Telephone
Scheduled meetings / screen sharing – at times it’s most efficient for aLevel 2 support engineer to view your screen or remote into your system toreview your environment or product setup while troubleshooting.

Single machine instance – installation of Transend Migration Console on asingle machine (physical or virtual) without adding Remote Agents toadditional machines.
Multiple remote instances (Remote Agents) – installation of Remote Agentson multiple remote machines (physical or virtual) in addition to theinstallation of Transend Migration Console.

Basic feature advice only – general guidance about out-of-the-box productfeatures, single-instance installation and license key activation.
Remote Agents – installed on additional migration machines to scalemigration processing across a network of machines (for the purposes ofspeeding up processing time).
Review of Errors/Warnings (defined in logs) – Level 2 support engineerscan review log files with errors/warnings and make software configurationadjustment recommendations. If necessary, they can request a patch from thedevelopment team to alter default behavior or fix a problem caused byproblematic data.
Code debugging – when your Level 2 support engineer must engage thedevelopment team to review the code with the intent of fixing a specificproblem to alter default behavior or fix a problem caused by problematic data.Feature enhancements not included.