Extended Data Privacy (XDP) Maintenance and Support Policy
This policy will provide important information regarding the life cycle of ABMartin product releases, including upgrades and the projected dates when a release is expected to be declared End of Support.
The dates provided in this policy are intended for general planning purposes and are not intended to supersede any of ABMartin’s contractual commitments.
The ABMartin Support Lifecycle Policy also outlines the Support Services guidelines for ABMartin Products.
- Support contact: Link
- Monday – Friday, 6 AM to 6 PM Pacific Time (excluding holidays)
- 24x7 Support Available for Emergency (A) Issues under Premium & Enterprise Support Plans
Error Priority | Definition | Standard Support (Response /Resolution) | Premium Support (Response/Resolution) | Enterprise Support (Response /Resolution) |
|---|---|---|---|---|
Emergency (A) – Critical System Failure | Catastrophic failures that have no viable workaround. | Response: 24-hour Resolution: 5 days | Response: 1 hour (24x7) Resolution: Continuous effort until resolved | Response: 30 minutes (24x7) Resolution: Highest-priority escalation |
Critical (B) – Major Service Disruption | Significant user impact, workaround available but inconvenient. | Response: 2 business days Resolution: 20 days | Response: 12 hours Resolution: 10 days | Response: 4 hours Resolution: 5 days |
Non-Critical (C) – Minor Issue | Issues with minimal business impact, easy workarounds available. | Response: 5 business days Resolution: 30 days | Response: 3 business days Resolution: 15 days | Response: 2 business days Resolution: 10 days |
Informational – General Inquiries | Non-business-impacting questions, enhancement requests, and future release inquiries. | Response: 30 days Resolution: Next update | Response: 15 days Resolution: Next update | Response: 5 days Resolution: Next update |
Key Items:
To help the ABMARTIN designated support agent assigned to Customer and a particular support issue with the initial diagnosis of that support issue, the issue should be stated clearly and succinctly with any known specific steps to reproduce the issue if applicable. Supporting information such as screenshots, log files, etc., should also be included to the extent that it is reasonably practicable.
Upgrades/patches/hot fixes and related code sent to Customer from the ABMARTIN’s support team should be acknowledged as received within 2 business days and tested and, the extent reasonably practicable, accepted or rejected within fifteen (15) business days.
XDP base code: Base code and Upgrades/patches/hot fixes provided by ABMARTIN are supported as long a support agreement is in place and current.
XDP Customizations delivered by ABMARTIN: Customized code delivered by ABMARTIN to Customer is covered under the warrant set forth in Section 4 (Warranty), including without limitation the Service warranty. Warranty support for custom code delivered under any SOW assumes that no changes not approved by ABMARTIN have been made to the customized code as delivered to the Customer by ABMARTIN.
XDP code changes made by Customer: ABMARTIN will support XDP base code and XDP customizations made by ABMARTIN as described above. ABMARTIN support cannot verify nor support customizations made by Customer or third parties unless such customizations were performed in the direction of or approved by ABMARTIN.
Expired Maintenance and Support Service Agreements: Support issues will not be addressed without a valid
support agreement in place. Please contact sales@abmartin.com to address lapsed or inactive support renewals.
Exclusions: Support does not cover: Products outside of their support lifecycle, Third-party software not licensed by ABMartin, Custom code or customer-specific extensions (unless explicitly contracted), Product training (available
separately)
Escalation Procedure: If an issue is not resolved in a satisfactory or timely manner, customers may escalate by:
- Requesting escalation through the assigned Support Engineer
- Requesting executive review (for critical impacts)