Empowering Global Enterprise
Business Cloud Service and Security
Management
Empowering Global Enterprise
Business Cloud Service and Security
Management
Support Services Guidelines
Technical Support Services
Technical Support Services offered by AES include:
- Technical assistance by telephone or e-mail for problem resolution
- Software patches and updates
- Installation assistance by telephone or e-mail
Hours of Operation
AES Customer Support provides coverage Monday through Friday from 9:00 a.m. to 5:00 p.m. Eastern time.
Contacting Customer Support
Customer support may be contacted by telephone or e-mail:
| By telephone: | 650-617-2400 |
| By email: | support@aesclever.com |
Severity Levels
| Severity 1: | The customer cannot use the product or there is a critical impact on the customer’s operations that requires an immediate solution. Note – please make sure this is a real emergency before submitting this form. AES treats all emergencies as top priority and will free all required resources to handle it. |
| Severity 2: | The customer can use the product, but an important function is not available or the customer’s operations are severely impacted. |
| Severity 3: | The customer can use the product with some functional restrictions, but it does not have a severe or critical impact on the customer’s operations. |
| Severity 4: | A minor problem that is not significant to the customer’s operations. The customer may be able to circumvent the problem. |
| Severity 5: | Suggestions or enhancement requests. |
Problem Response Objectives
AES is committed to providing prompt, friendly, and effective services to our customers. Based on the severity of the problem, AES responds within the following time frames:
| Severity 1: | Within 4 business hours |
| Severity 2: | Within 8 business hours |
| Severity 3: | By the end of the next business day |
| Severity 4: | By the end of the next business day |
| Severity 5: | Within three business days |
Software Support Policies
Software Support Life Cycle Policy
The AES Software Support Life Cycle defines the service and support policy for all software product lines. The benefits of this policy include:
- Notice will be given at least twelve months before product support is withdrawn. This provides you with a reasonable period of time to use the software while planning and then migrating to the new version or release.
- Establish effective dates for withdrawal of product support. This provides customers with a degree of certainty for their internal planning requirements and the opportunity to plan for the implementation of new releases in either June or December.
- Web site access and e-mail notifications provide both a means to manage your software investment and immediate reminders to ensure against breaks in service.
- Displays all information on lifecycle dates in one location, enabling you to effectively plan your migration.
End of Product Support Policy
AES' End of Product Support Policy becomes effective when a new GA release is announced. AES provides full support for one release back, including any minor releases or maintenance releases issued against the product for a period of two years (twenty-four months) after the announcement of the latest GA release, provided that the end-user customer continues to maintain an active service contract.
- Version Release Discontinued: AES provides commercially reasonable support for backward compatibility when the new GA version of a product is announced. However, AES cannot guarantee that a new feature that was introduced exclusively in the new version of the software will be supported in the older version of the application.
- Product Discontinued: Once a product has been discontinued, renewals of subsequent service contracts may be limited to reduced levels of support, and the product may no longer be eligible for engineering escalations. This information will be communicated as appropriate to impacted customers.
- Policy Exceptions: There may be scenarios or requirements that exist where AES will provide support beyond the stated End of Product Support Policy due to specific customer requirements or geography considerations. These exceptions are reviewed on a case-by-case basis and resolved as appropriate.