» Software License Agreement
Depending on the SLA (Software License Agreement) which applies to you, you are entitled to different levels of maintenance and support services.
You purchased our products under the Sentry Software SLA. The maintenance and support policies that apply to you are described below. This is the default option, even if you purchased our products from a reseller.
You purchased BMC Performance Manager (Express) for Hardware or BMC Performance Manager Monitoring Studio under the BMC Software SLA. The maintenance and support policies that apply to you are the ones from BMC Software. BMC Software will provide support to you. You can contact BMC Software technical support if you need help with one of the products mentioned above. You can also contact our own support team directly, but only under the Sentry Software.
You purchased our products directly from us, from BMC Software, or from another reseller, and you signed a specific license and maintenance agreement. Any written agreement between you and Sentry Software, BMC Software or another reseller supercedes the SLA and maintenance services described in this section.
During your trial period (which is typically 30 days) you can ask our support team any question regarding the installation or use of our products. However, neither response time nor patch release delay can be guaranteed.
Sentry Software technical support is available for the current version of our products, including:
Under the standard Sentry Software SLA, you will be provided patches for the current v.r version of the product you purchased. Although we will help you using the v.r-1 version, you will not be provided with any patch for this older release.
During the warranty period and additional maintenance years, you have access to all updates for the products you purchased as well as all their new versions AT NO CHARGE! This means that you can upgrade from one version to a newer major version FOR FREE during your warranty or maintenance period.
Customer cases are classified in several priority categories according to their severity. Besides the Sentry Software SLA, we are committed to respond to your requests within the time frames described in the table below:
| Severity | Description and response time frame |
| Information | You are requesting some additional information about our products that is not available either on our Web site or in the product documentation. Example: "Please could you provide us with the whole list of IBM servers supported by Hardware Sentry?" Response time frame: 48 hours |
| Question | You are asking a detailed question about a feature or platform support for one of our products. Example: "Are you able to monitor the disks of a HP-UX based server?" Response time frame: same day |
| Enhancement request | You are requesting a new feature to be integrated into one of our products. Example: "We would like Application Sentry to be able to check the security settings of a file" Response time frame: one week Note: If the enhancement request is accepted, the planned release date for the feature is given for information only. It does not represent a commitment from Sentry Software |
| Minor problem | You are reporting a problem with a Sentry product that does not affect its main features. Example: "The AttachedToDevice Infobox does not work on the physical disks class in Hardware Sentry." Response time frame: 8 hours Workaround time frame: 48 hours Bug fix time frame: next maintenance release |
| Major problem | You have encountered a problem with a Sentry product that prevents its main features from working. The product cannot be used as described in its documentation. Example: "Application Sentry does not take into account the new timestamped log files that are automatically created by my application." Response time frame: 4 hours Workaround time frame: 24 hours Bug fix time frame: 1 week |
| Critical problem | A problem with a Sentry product prevents the computer it is running on from doing its main tasks. To be classified as critical, the problem has to directly impact your business. Example: "Application Sentry is restarting my Oracle processes in my clustered environment. Many customers are not able to purchase online." Response and workaround time frame: 2 hours Bug fix time frame: 48 hours |
© 2008 Sentry Software
Home | Site map | Contact | Search | Knowledge Base | Follow us on Twitter
PATROL, BMC Software and all the BMC Software logos are trademarks registered by BMC Software Inc.
All trademarks used in this Web site are registered by their respective owners.
For legal concerns, please send an e-mail to legal@sentrysoftware.com.
