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 ability to 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 on product usage. Has the ability to review log files and recommend configuration adjustments or submit code review requests to the development team.
Level 3 engineer – this is a member of the development team with the ability to create code fixes that can alter the product’s default behavior or fix a problem caused by problematic data.
Maximum response time (M-F, 9am-5pm PT) – the maximum amount of time you can expect to receive a response from a support engineer after your support 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 a L2 support engineer to view your screen or remote into your system to review your environment or product setup while troubleshooting.

Single machine instance – installation of Transend Migration Console on a single machine (physical or virtual) without adding Remote Agents to additional machines.
Multiple remote instances (Remote Agents) – installation of Remote Agents on multiple remote machines (physical or virtual) in addition to the installation of Transend Migration Console.

Basic feature advice only – general guidance about out-of-the-box product features, single-instance installation and license key activation.
Remote Agents – installed on additional migration machines to scale migration processing across a network of machines (for the purposes of speeding up processing time).
Review of Errors/Warnings (defined in logs) – L2 support engineers can review log files with errors/warnings and make software configuration adjustment recommendations. If necessary, they can request a patch from the development team to alter default behavior or fix a problem caused by problematic data.
Code debugging – when your L2 support engineer must engage the development team to review the code with the intent of fixing a specific problem to alter default behavior or fix a problem caused by problematic data. Feature enhancements not included.