Support and Maintenance Terms
Support Services and Service Request Severity Levels
Technical Support Services
Semarchy will allow you to identify up to five (5) named, trained individuals who will be able to engage with our support team for ongoing management and resolution of issues.
Semarchy will provide telephone and/or email consultation to you on normal business hours excluding holidays, Monday through Friday from 8:00 am to 6:00 pm local time (“Standard Support Hours”), to assist in problem resolution. The support includes help desk support, telephone and/or email consultation, and remote communication support for you all of which are subject to the limitations hereinafter described.
You may call the Semarchy Help Desk during Standard Support Hours, send an email, or open a ticket on Semarchy Help Desk support portal. The latest information for contacting Semarchy Technical Support is kept up to date on https://www.semarchy.com/support/.
If you encounter a problem in the usage of the programs and send a support request to Semarchy, Semarchy shall diagnose and reasonably assign a priority to the noted problem. If it is determined by Semarchy that said problem is caused by an error in the programs, Semarchy shall make its best efforts to correct said problem according to the Severity Levels defined below. If it is determined that said problem is not caused by an error in the programs, Semarchy shall make its best effort to advise you and share its known best practices with you.
Severity Levels Definition
A “bug” or “defect” or “problem” in the programs means any failure of the programs to have the functionality or perform as intended or otherwise in accordance with, or meet any specifications or requirements contained in, the published Documentation for the programs. Support requests shall be classified by the following priority and response levels:
Severity 1 – Critical Business Impact
A bug or defect blocks substantial features or all features of Semarchy Programs. The customer’s work is stopped or so severely impacted that the customer cannot reasonably continue to work. The operation is mission critical to the business and the situation is an emergency
Severity 2 – Severe Business Impact
A bug or defect in Semarchy Programs causes a severe impact on productivity and/or service levels. The customer’s work is continuing (not stopped). Operation can continue in a restricted fashion.
Severity 3 – Minor Business Impact
A bug or defect in Semarchy Programs causes a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
|Severity||Response Time||Delay for an acceptable workaround||Delay for a fix (product patch)|
|Severity 1 – Critical business impact||1h||2 days||5 days|
|Severity 2 – Severe Business Impact||4h||5 days||10 days|
|Severity 3 – Minor Business Impact||8h||Not applicable||Within 12 months in the next generally available product patch|
Upon receipt or diagnosis of a Severity 1 issue, Semarchy shall commit to best and continuous efforts to resolve or provide you with an acceptable work-around for the issue.
While our support is developer / configuration project focused, and we don’t offer formal around the clock support, we will make every reasonable effort to support typical situations, such as production deployments or changes, where assistance and support may be required beyond normal business hours. You may request with reasonable advanced notice, during business hours, coverage for planned production changes or upgrades of the Semarchy programs to ensure they can alert the support team and have resources on standby for extended hour or weekend support.
In order to provide the support services described herein, Semarchy will work together with our clients and relevant Semarchy services providers such as Systems Integrators or SaaS services providers in good faith to determine access solutions as required which conform to your security and data access policies and procedures. Under typical circumstances, Semarchy does not require or have any access to customer’s production environments or data.
Product Releases and End of Support
- Release: Vehicle for delivering major and minor features and enhancements to existing features. They incorporate all applicable defect corrections made in prior releases. Each release is identified by a version number.
- Patch: A single cumulative package to fix one or more bugs, defects, or security issues, delivered typically on a monthly basis as part of Semarchy’s continuous maintenance development process.
- Generally Available (“GA”) Release: A release that is generally available for sale or download.
- Maintained: A release that is maintained is eligible for patches. A release is maintained until its end-of-maintenance date. Versions no longer maintained are not eligible for patches, even for security issues.
- Supported: A supported release is a release for which a customer is allowed to contact technical support and create support tickets. A release is supported until its end-of-support date, which is posterior to the end-of-maintenance date.
- Retired: A retired release is a release that is no longer maintained or supported.
Release Types and Versions
Mainstream (MS) and Long-Term Support (LTS) Releases
There are two types of Semarchy Product Releases: Mainstream (MS) and Long-Term Support (LTS).
Understanding the differences between these release types will help you select the best option for you:
- Long-Term Support releases (LTS) occur every year, are maintained for 2 years, and are supported for 3 years after they become generally available.
Typically, the first release each year is an LTS.
Long-term support releases provide an option more suited for slowly-changing environments, or for customers who prefer a fully supported environment for an extended period of time, without the need for upgrades.
- Mainstream Support releases (MS) occur every quarter, are maintained for 4 months and are supported for 1 year after they become generally available.
Typically, during a year, each quarterly release after the first is an MS.
Mainstream releases accelerate the availability of new features for customers who want access to the latest improvements and enhancements as soon as possible. Patches are released only for the latest Mainstream version, so Mainstream users should plan to upgrade to each new Mainstream version as soon as it is available.
Product releases, with MS and LTS combined, occur quarterly, for Semarchy xDM and Semarchy xDI, on the same release schedule.
For all releases, upgrades are incremental and backward-compatible. Customers using any (MS or LTS) release may upgrade to any subsequent (MS or LTS) release of the same product.
Product versions reflect the releases’ general availability (GA) date and frequency. They follow the following scheme:
<GA_Year>.<GA_Quarter> (LTS | MS)
For example, the first release in 2023 is version “2023.1 LTS”.
Patches produced to fix issues for a given release are identified by an additional patch increment. For example 2023.1.1, 2023.1.2, etc.
Maintenance and Support
Both LTS and MS releases, while maintained, will receive bug and security fixes, at Semarchy’s discretion, as patches. Customers facing issues on a release after its end-of-maintenance date will be recommended to upgrade to a more recent release that includes the fixes that they require.
Customers are able to raise issues and open tickets to the technical support for both LTS and MS releases provided that these releases are supported.
End-of-Support Information for Semarchy Product Versions
The following tables list the following dates for Semarchy product versions:
- General Availability (GA)
- End-of-maintenance (EOM)
- End-of-support (EOS)
Semarchy xDM and Semarchy xDI – 2023.1 and above
Semarchy xDM – Previous Versions
Semarchy xDI and Stambia Data Integration- Previous Versions
|Stambia Designer/Runtime S20.x and Analytics v3||2020||15-Jan-2024||15-Jan-2024|
|Stambia Designer/Runtime versions before S20.x and Analytics v3. This includes the S19, S18, s17, etc, major releases.||2020 and earlier||15-Jan-2024||15-Jan-2024|