An issue (or ticket) is defined as a problem caused by an ATOMIKOS product and experienced by you. A support incident is a single, specific, issue–based request for support. A request that raises multiple issues will generate the need for and use of multiple support incidents.
A bug is a special type of issue where the behavior of an ATOMIKOS product is different from what is advertised in our documentation.
An incident is considered closed (resolved) when any of the following occur:
| Formula | Includes | Excludes | Availability |
|---|---|---|---|
| Production support | Remote access to get bug fixes, new releases and workaround advice in order to resolve problems encountered in your production environment. | Development support or consulting. | At least 3 years after the initial availability of each new stable release. |
| Development support | Remote advice on the installation, configuration and use of Atomikos. | Production support, customer-application-specific or third-party product issues. | At least 3 years after the initial availability of each new stable release. |
| Consulting | Professional advice for issues outside the Atomikos products. Performed by an Atomikos engineer, either remote or on-site at the customer, during normal business hours. | Support. | At least 3 years after the initial availability of each new stable release. |
The following table defines the severity and performance related to an issue. Any differences on your purchase order take precedence over these.
| Severity | Description | Formula | Target Response Time | Resolution |
|---|---|---|---|---|
| 1 | Catastrophic production problem which severely impacts Your production systems, or in which Your production systems are down or not functioning; loss of production data and no procedural work around exists. | Production support. | 1 business day | Work continuously until resolved or expired. |
| 2 | High-impact problem in which Your operation is disrupted but there is capacity to remain productive and maintain necessary business-level operations. | Production support. | 1 business day | An immediate workaround or a fix in the next planned release. |
| 3 | Medium-to-low impact problem which involves partial non-critical functionality loss impairing some operations but allowing Your systems to continue to function. This may include a minor issue with limited loss or no loss of functionality or impact to Your operations and usually includes documentation errors. | Production support. | 2 business days | An immediate workaround or a fix in the next planned release. |
| 4 | All problems outside production use. | Development support. | Planned in with customer | A workaround or a fix in an upcoming release. |
Support is limited to 12 months from your purchase date of an Atomikos support subscription or until the date mentioned during purchase. A response to an issue/incident may consist of the acknowledgement by ATOMIKOS of your incident report, and may not necessarily resolve your incident.
The software is protected by Belgian intellectual property laws, other intellectual property laws and international treaty provisions. The software and all associated intellectual rights remain either the exclusive property of ATOMIKOS or that of certain licensors to ATOMIKOS.
ATOMIKOS warrants that no part of the present contract interferes with the rights of any third party and that you may make full use of the license granted to you in the full knowledge of the above.
The intellectual property rights on the software and its documentation, any feedback provided by you as well as all copies, updates or possible extensions, including new functions that may be developed by ATOMIKOS for you, remain the sole property of ATOMIKOS, or of certain licensors to ATOMIKOS, unless otherwise agreed in writing.
Support concerns issues that arise from the usage of the software, conform the specifications in the ATOMIKOS documentation. Not included are new features that you request, modifications to features that are not causing problems when using the software or ports to unsupported platforms or environments. When a newer version of the software is available then you should upgrade first before asking support. Also excluded is custom coding (i.e., writing customer-specific code outside the ATOMIKOS product boundaries).
You are not allowed to disclose any benchmark results for the software without any prior and explicit consent of ATOMIKOS.
You agree to supply the following minimum information for each issue:
Upon receipt, ATOMIKOS will generate a timestamp and ticket (number) to identify the problem. This ticket should be used by you for all further communications related to the case.
Our support fees are paid up-front in order to guarantee availability of our support staff. For this reason, we do not offer refunds.
The following table summarizes when our current and past releases expire in terms of support; from those dates on it is highly recommended that you upgrade to a newer release.
| Stable Release | First Published | Support Expires On |
|---|---|---|
| 3.3 | April 18, 2008 | April 18, 2011 |
| 3.6 | December 28, 2009 | December 28, 2012 |
| 3.7 | February 26, 2011 | February 26, 2014 |
| 3.5 | January 13, 2009 | January 13, 2012 |
| 3.9 | July 20, 2013 | March 11, 2019 |
| 3.8 | May 29, 2012 | May 29, 2015 |
| 5.0 | April 25, 2019 | May 5, 2026 |
| 6.0 | May 5, 2023 | N/A |
| 4.0 | July 19, 2016 | Oct 31, 2022 |
| 3.4 | October 3, 2008 | October 3, 2011 |
| 3.2 | September 29, 2007 | September 29, 2010 |
