Detailed Customer Services & Support

Switch to basic version with contact information...

Bronze 1 contact eligible to open cases via:	Silver 2 contacts eligible to open cases via:	Gold 5 contacts eligible to open cases via:
= Access to Customer Service Portal · = Email Support · = Live Chat Support · = Phone Support
Installation, Update, Configuration Advice on additional extensions Log analysis Full support for the bundled Apache Subversion repository Support for additional technologies used with Polarion - Apache, LDAP, Lucene, Ant, Maven etc. Enrollment in Polarion Annual Early Access Program Access to Polarion self-serve Knowledge Center	Remote assistance requesting Priority case handling Eligibility for Polarion Hosted Services Assigned Technical Account Representative* 25% discount off Polarion Admin training course fees * A designated Technical Account Representative is assigned to Silver level customers with a minimum $20,000.00 annual support subscription.	Performance tuning Regular maintenance Free attendance at Polarion User Meeting Annual on-site visit by Assigned Technical Account Representative
	₊ All features from Bronze	₊ All features from Silver
	₊ All features from Bronze	₊ All features from Bronze
All valid maintenance agreements are Bronze unless contractually noted otherwise	Upgrade to Silver	Upgrade to Gold

Severity Levels & Response Time

Severity Levels are designed to determine the criticality of a reported customer problem and are a method for escalating certain case.

Severity Level 1 24 h

Severity Level 2 48 h

Severity Level 3 48 h

icon Coverage: 9:00 to 17:00
Monday through Friday

Severity Level 1 12 h

Severity Level 2 24 h

Severity Level 3 36 h

icon Coverage: 9:00 to 17:00
Monday through Friday

Severity Level 1 1 h

Severity Level 2 6 h

Severity Level 3 12 h

icon Coverage: 24h
Monday through Friday

Severity Assignment Criteria

Highest priority

Production environment, Polarion Product is totally non-operational, mission critical impact on the Customer’s company operations.
*All necessary Customer contacts must be available during this severity level.

Critical priority

Production environment where Polarion Product functions are seriously impaired, the Customer’s company operations is seriously restricted.
*All necessary Customer contacts must be available during this severity level.

Default Priority

Production, Test, or Implementation environment with errors that do not cause a customer outage, intermittent errors that may reduce system performance or functions but no critical impact upon the Customer’s company operations. For example, product questions, implementation questions, configuration and tuning questions, or enhancement requests.

Support Does Not Include

Customers without a valid maintenance agreement
Product which has not been updated to the current version or one version back
Beta or pre-GA releases
Product operating on non-supported configurations

Supported Platforms and Minimum Configurations

Polarion rigorously tests each release on the supported platforms. Polarion may not provide assistance with configuration in unsupported environments. Please refer to the system requirements pages for supported platforms and minimum resource configurations:

Knowledge Pre-requisites

Polarion Software is intended for commercial or educational use by computer professionals. Administering Polarion products requires a baseline technical skill set, including but not limited to experience installing and maintaining production web based technologies.

Customers are responsible for administering and upgrading their own installations. Polarion Support will provide expert guidance on how to do this, but we will not be able to provide step-by-step maintenance and installation. If you require further assistance with this level of implementation, please consider the following resources:

Polarion Training and Consulting Services
Install Guides and User Manuals

End of Life Policy

Polarion supports the current release of major versions and one version back. For example, we support current release of 6.2.x and one major version back 6.1.x. In this example, customers seeking Polarion assistance with versions older than 6.1.x will be requested to update as a pre-requisite to receiving assistance.
The current version is 2012:

Fixing Bugs and Providing Patches

Polarion Support will help with workarounds and bug reporting
Patches are issued for current versions and one prior version for critical priority bugs only
Critical bugs will generally be fixed in the next maintenance release
Non critical bugs will be scheduled according to a variety of considerations
Customers are responsible for maintaining their patches during upgrades and server migrations

Eligibility and Software Maintenance

Polarion software support and maintenance covers access to technical support services and software product updates for the corresponding software license. Refer to the Polarion License Agreement for specific terms of agreement. After the active maintenance period expires, the software will continue to function, but you will no longer be able to access or receive Polarion software support or maintenance services.
Please note that free licenses do not include support.
Support is provided to the Named Contact(s) provided by the Customer to Polarion. End-users requesting assistance will be redirected to their respective Named Contact. At any time, a valid maintenance agreement may be upgraded to Silver or Gold to increase the number of Named Contacts per maintenance agreement.
Consistent with the Polarion License Agreement, the sole responsibility of Polarion with respect to third party software e.g. Apache or Subversion is to pass through any warranties extended by the third-party.
Any modifications not authorized by Polarion in writing made to the software by the customer are prohibited.