Actian Corporation utilizes an open source business model that provides customers the flexibility of a subscription service with enterprise ready products. The subscription model allows customers to only pay for the product support and services for the time they use the product versus a more legacy license approach to software purchases. This business model allows Actian to be more responsive to customer needs and provides faster product and service innovation to the marketplace. One such example is the Actian Service Network. Actian Service Network is an innovative way to provide value added services and support to our customers.

Thank you for choosing Actian Support. This document is here to help our customers to better understand the Actian Support Policies and better utilize Actian Support. These policies apply to all Actian product lines, unless otherwise noted.

General
Actian Support Levels
Scope of Hot Standby/DR, Test and Developer licenses
Severity Definitions
Information Customers Need When Requesting Support
Contact Information
Updates and Changes

General

Support Fees

Support Fees are due and payable annually in advance of a support term, unless otherwise stated in the relevant ordering document.

Support Period

Support is effective upon the signature of your Order unless stated otherwise in your Order. Once ordered, all Support Services, and Support Fees, are non-cancelable and non-refundable. Actian is not obligated to provide Support Services beyond the end of the term indicated in your Order unless you renew your Support Services on or before the expiration date by agreement between Actian and you.

Subscription

An active subscription includes the use of the licensed product and Enterprise Support during the term. A subscription that is not renewed at the end of the term will be considered expired, and customer will discontinue all use of the software and Support Services.

Support for Perpetual Licenses

When acquiring Support Services for a perpetual license, all licenses of the same product must be supported under an active Actian Support contract. You may not support only a subset of licenses of the same product; those licenses left unsupported must be terminated. With respect to Actian Support Services in relation to perpetual licenses, you hereby represent that you have the appropriate licenses to the Software that is subject to the Support Services. Perpetual Licenses are to be utilized for customers that have not yet upgraded to the new Actian subscription model.

Reinstatement of Actian Support for Perpetual Licenses

When Support Services lapse on a perpetual license, it can be reinstated by paying all of the back support due for the unsupported period, plus support for one year going forward, unless agreed otherwise between Actian and you. Unsupported licenses are not eligible for Updates, Enterprise Support, or any other Actian services.

Product Updates

"Update" means a minor update to the Software which Actian generally makes available to its supported customers, bug fixes, patches, and service packs.

Right to Accelerate Product Support Lifecycle

Actian may shorten the term of Enterprise support for certain products and versions at its discretion. Actian will make commercially reasonable efforts to announce any change in lifecycle length at least 12 months in advance. These notices are subject to change, and will be updated as necessary.

User

As used in Actian's price list, "User" is an individual with the appropriate license rights, and authorized by customer, to use the Actian products which are installed on a single server or multiple servers, regardless of whether the individual is actively using the products at any given time.

Processor

As used in Actian's price list, "Processor" means all processors where the Actian products are installed and/or running.

Machine

As used in Actian's price list, a "Machine" shall mean the Software is licensed to the entire computer or server, which is a single serial number machine, with no limitations placed on the number of Processors.

Actian Support Levels

Product Support Lifecycle Policy

This policy explains Actian Corporation's product support lifecycle policy. Whether purchased directly from Actian, or from Actian partners or resellers, these policies are designed to standardize product lifecycle expectancies and assist you in developing your internal release implementation and migration plans. Actian Corporation strives to provide the best quality Software and Support Services. In order to provide best in class software solutions, Actian has defined a predictable Product Support Lifecycle Policy to give you plenty of lead-time to plan and manage your upgrade and release processes.

Lifecycle Phases

Actian provides distinct product development phases and synchronized product support lifecycle offerings. By understanding these phases, you are better able to plan for your software support needs and your migration timeframes. The term General Availability (GA) is key to understanding each lifecycle phase and starts the clock.

Product Lifecycle Stages

Product Support Offerings

• GA status is:
  • Achieved when a product is available for purchase or production upgrade
  • The most current release of your Actian product

Any policy exceptions to the duration would be provided through additional notification through Actian support service delivery infrastructure.

Standard Support

Standard Support includes:

Standard Support is available for a limited group of Actian product release(s) during the General Availability lifecycle phase and currently only offered with the Vectorwise Workgroup Edition product. This offering does not include any 24X7X365 access to Actian Corporation Technical Support staff and does not include 24 hour commitment and response guidelines for severity 1 incident requests as defined in the ‘Severity Definitions’ section below.

Enterprise Support

Enterprise Support includes:

Enterprise Support is available for every new Actian product release during the General Availability lifecycle phase.

Extended Support

Extended Support is available from year 5 after a major version is released to year 10 after GA release. There is an additional charge (1.5X) for this level of support. Extended Support is the same as Enterprise Support with the following exceptions:

• No certification with new third party products/services
• Code fixes/patches will no longer be developed for non-critical problems

Obsolescence Support

Years 11 and beyond: This phase indicates that the standard support offering has expired and as such, code fixes will no longer be developed. Best effort online support and access to existing releases and their software updates is available for 5 years through Obsolescence Support. There is an additional charge (2x) for this level of support.

Post-Obsolescence Support

Years 15 and beyond: Actian Corporation at its discretion will offer continuation of Obsolescence Support upon review of each account accordingly. The costing for this option remains the same as Obsolescence Support.

Third Party Dependencies and the Product Support Lifecycle

As operating systems and technologies are retired by their respective vendors Actian will provide an IT planning roadmap as soon as possible to help you plan your next move. Actian will continue to provide Incident Management, Change Management and other support functions to the best of our internal capabilities, but issues concerning Problem Management and Configuration Management around new components will be restricted to the current knowledge and known work-arounds. Actian reserves the right to announce a discontinuance of maintenance and support on platforms and database applications to coincide with the vendor's standard support policy.

Scope of Hot Standby/DR, Test and Developer Licenses

Hot Standby/DR Licenses

For Hot Standby/DR licenses, the scope is limited to testing and installation of the software ("Standby Software") on a backup system for hot, warm or cold standby disaster-recovery purposes (i.e. where the primary installation of the software becomes unavailable for use), and the Standby Software cannot be used for production purposes unless and only for so long as the primary production copy of the software is unavailable and not in use. The Hot Standby/DR license rights are valid only if you have a concurrent full production use license for the identical software product, product version, and duration as the Standby Software license, and such production software is deployed on and licensed for a system with at least as many cores as the Standby Software.

Test Licenses

For Test licenses, the software may be used only for the purpose of temporarily testing new releases or applications that are planned for migration into the production environment, and not for production use, normal operations, processing transactions, handling workloads for business purposes, or for any other purpose.

Developer Licenses

For Developer licenses, the scope is limited to use of the software only for the purpose of developing, testing, prototyping and demonstrating Your applications that interact with the software, and not for commercial or production use or any other purpose. You may not use the application developed under this license with the software for any internal data processing or for any commercial or production purposes, without obtaining a production license to the software.

Severity Definitions

Support issues may be submitted either electronically or via telephone. To ensure that we treat your issue with the appropriate level of significance, when raising an issue, you are responsible to accurately assign a severity level. The following table provides some guidance as to how the severity should be defined.

Severity 1: "System Down" or "Product Inoperative" condition. Your production use is stopped or so severely impacted that you cannot reasonably continue work*

Severity 2: High impact business condition. Important features are unavailable with no acceptable workaround. Operations can continue in a restricted fashion.

Severity 3: Low impact business condition. The impact is an inconvenience, which may require workaround to restore functionality.

Severity 4: Question about product use or implementation. There is no impact on the operation of the software.

Severity 5: Reserved for tracking proactive support work done as part of Premium Services engagements.

When you have a Severity 1 incident, we want to work on your Severity 1 incident until it is resolved. To that end, your technical team must also be available 24 hours a day so that any further documentation required to continue work can be obtained, and to provide further information and assistance. If your technical team is not available to provide the required documentation, information or assistance, the severity of the incident may be downgraded to a Severity 2, and shall remain downgraded until all required documentation, information, and assistance is provided. Actian's assistance with resolution of an incident is contingent on your team's cooperation and assistance.

*Standard Support does not include 24 hour commitment and response guidelines for Severity 1 incident requests.

Support Response Times by Severity

Severity 1: 1 hour 24X7*

Severity 2: 2 hours during business hours

Severity 3: 4 hours during business hours

Severity 4: End of business day

Severity 5: N/A

*This response level is only available to customers with an Enterprise Support Services subscription.

Information Customers Need When Requesting Support

The following information should be provided:

• Your company name and six-character site ID for Enterprise Support or Extended Support program:
  • Name of the product
  • Release of the product
  • Service Pack (SP) of the product (e.g. maintenance level)
  • Fixes applied above the base product or Service Pack
• Operating system (OS):
  • OS release and SP
  • Language of the OS (if applicable)
  • Fixes applied to the OS or SP
• Original Equipment Manufacturer (OEM) software:
  • Name and vendor of OEM software
  • Releases of OEM software including SP
• What were you trying to accomplish?
• What is the business impact of the problem?
• Which environment is affected (e.g. production, test, or development)?
• Describe the incident in detail:
  • Specific steps taken and results
  • Entire error messages received
  • Is it reproducible? If so, please provide the supporting testcase.
  • Is it intermittent?
  • Is there any pattern to when it occurs?
• What else was happening on the system prior to the incident or during the incident?
• Did this ever work?
• Is the incident occurring on one machine or on multiple machines?
• Does this work on any machines in your enterprise?
• Has anything changed recently in your environment that could have triggered the problem?
  • Hardware
  • OS software
  • Application software
  • Network configurations

Contact Information

Contact information by country can be found on our support contacts page.

Updates and Changes

The Actian Support Policies may be updated from time to time and are subject to change at Actian's discretion; provided however, Actian's service commitments per its Support Policies will not be materially reduced as compared to the Actian Support Policies in effect at the start of your support term (typically one year) during the then-current support term.

Supporting customers is our primary goal! Actian Enterprise Support Services provide the services required to:

• Maximize the availability of your systems
• Minimize disruption caused from change management
• Optimize performance
• Ensure stability and security
• Fix problems quickly and effectively

An Actian Enterprise Support Subscription includes access to knowledge and technical expertise with direct access to our expert Actian Support Engineers. All of the features of an Actian Corporation Subscription allows customers to architect, manage and operate a much more efficient, high performing and a scalable infrastructure.

• Support Features
• Support Policy
• Support Lifecycle Dates
• Supported Platforms

Product Support Lifecycle Policy

This policy explains Actian Corporation's product support lifecycle policy. Whether purchased directly from Actian, or from Actian partners or resellers, these policies are designed to standardize product lifecycle expectancies and assist you in developing your internal release implementation and migration plans. Actian Corporation strives to provide the best quality Software and Support Services. In order to provide best-in-class software solutions, Actian has defined a predictable Product Support Lifecycle Policy to give you plenty of lead time to plan and manage your upgrade and release processes. The detailed product support lifecycle policies can be found at our support policy.

Right to Accelerate Product Support Lifecycle

Actian may shorten the term of Enterprise support for certain products and versions at its discretion. Actian will make commercially reasonable efforts to announce any change in lifecycle length at least 12 months in advance. These notices are subject to change, and will be updated as necessary.

DBMS Versioning Policy

Actian follows a general versioning methodology for the creation and management of our software which drives our Lifecycle methodology.

Automatic Notifications

If you would like to be automatically notified of future dates when support ends for the Actian Corporation product line, you can subscribe to the End Support Dates email list.

Current Planned Dates

Specific Details by product, date, release, and platform can be found in Service Desk.

To ease the transition to OpenROAD 5.1 Ingres has prepared a Migration Guide to assist you in the planning and execution of a successful upgrade of Ingres.

Actian offers products in three primary categories including Relational Database Management System (RDBMS), Data Access and Integration, and Application Development. Although the Ingres open source Database is the product line most associated with the Actian name, Data Access and Integration products like "Enterprise Access" and "EDBC" are widely deployed. In addition, the OpenROAD application development product from Actian is available on many platforms and used widely as an easy-to-use visual 4GL for a variety of custom applications.

Product Availability at a Glance

Actian makes these three categories of products available on an extensive range of platforms/operating systems. While many of these platforms are seldom used for new deployments, Actian continues to support nearly all product deployments on their original platforms.

If you have any questions, feel free to email products@actian.com

What is Actian Service Desk?

Actian Service Desk is a 24x7 online product support application for Actian customers. Customers will be able to open new issues, check the status and update existing issues, as well as search the Actian Knowledge Base to obtain help or improve their Actian knowledge.

What is the URL for the Actian Service Desk?

The direct URL is https://servicedesk.actian.com.

How do I sign up for Service Desk and the ability to download products?

To download the products you must be a registered support user. To register you must do the following:

• Complete an initial ingres.com registration at http://www.actian.com/user/register.php
• An email will be immediately sent requiring you verify your registration

Once your initial registration is complete you can gain access to the Actian Corporation online support via Service Desk at https://servicedesk.actian.com, a 24x7 online product support application for Actian Corporation customers. Customers will be able to open new issues, check the status and update existing issues, as well as search the Actian Knowledge Base to obtain help or improve their Actian knowledge.
Register for Service Desk at http://www.actian.com/user/sdprof.php

I am having trouble logging into Service Desk. What should I do?

Please call our support team and we'll be happy to assist you

Can I see other people's issues (within my organization)?

Yes. You now can view your colleague's issues.

Can I attach files to an issue?

Yes. You can attach files by clicking on the "attach files" button. Note that if the file is too big or you have multiple files, you can contact us and we can open up an ftp location for you to upload your files.

What are the severity levels in Actian Service Desk?

Actian Corporation provides a complete overview on the support policies which can be reviewed at; http://www.actian.com/support-services/support on the "Policy" tab.

Why can't I open Severity 1 issues through Service Desk?

Actian does not allow for opening of severity 1 issues online because we want to ensure an immediate response and appropriate handling to your production down situation so we require that you immediately contact the support team at http://www.actian.com/support-services/support on the "Contacts" tab.

When I connect, I see a number of "Top Solutions". How can I see more solutions?

Click "Browse more solutions" to see the first 50 solutions in the Actian Knowledge Base and "1 - 50 =" on the upper right hand corner. You may click the ?=" sign to scroll to the next pages. Theoretically you could see the full list of thousands of documents in the Knowledge Base database. However, by clicking one of the Products Categories (Ingres / Open ROAD / Enterprise Access etc.) you may restrict the display to documents assigned to that particular Category (product) only.
In addition you may use the "Search for a Solution" section to search for solutions containing specific keywords.

When I connect, I see an entry field and a Go button allowing me to search for solutions using keywords. What is the default behavior when I search for multiple keywords?

The default behavior is searching for all the words in the query and whole words only (not part of a word) and returning documents containing all these keywords (Boolean AND combination).

Can I change this searching behavior?

Yes, click "Browse more solutions" and then click "Advanced Search". Now you can select the following options:

• Using: Keyword Search / Natural Language Search
• With: All of the words (AND) / Any of the words (OR) / Exact words
• Match: Whole words / Words beginning with?

What does the "Exact words" search mean?

If you choose "Exact words" and search for 'Actian Products Licensing' for example, Service Desk searches for documents matching exactly all these three words in that order, while searching with "All of the words (AND)" finds documents containing these three words anywhere in the document in any order.

A KB document contains several fields: Title, Summary, Problem and Resolution. When I search for a keyword which of these fields does Service Desk search?

Service Desk searches in all of these fields. However, the Advanced Search allows you to specify what fields should be used for the search.

Does Service Desk search the entire Knowledge Base? If yes, can I search only in one single Category?

When you click a Category and display documents assigned to this Category and search, Service Desk searches only in that particular Category. However, you can change this behavior and search in all the Categories.

I have been asked to refer to a specific Knowledge Base document ID. Is it possible to search for the Document ID rather than keywords?

Yes, the Advanced Search allows searching, using a particular Document ID.

I noticed a Category called New Documents. What is this category for?

Service Desk puts recently created documents into this Category for your convenience. They remain in this Category for a few weeks before they are cleared from it. They will however appear in the appropriate category they have been assigned to, as soon as they are created.

I noticed a Category called Old Knowledge. What is this category for?

This Category and its Sub-Categories contain Knowledge Base documents coming from our previous systems. Once they are reviewed and cleaned up they will be moved out from these temporary Categories to the main categories.

When I logon, I see a link called "Submit Knowledge?" What is this used for?

If you have an interesting Knowledge document that you want to share with other customers and the Actian community you can follow this link which will enable you to create and submit a Knowledge Base document. The document will be reviewed by the Actian team and published if appropriate.

I cannot download a file attached to a Knowledge Base document. What could be the reason?

Ensure your Browser is setup to allow downloading files from a pop-up window. If you are using IE6 or IE7, depending on your settings, you may need to hold down the 'Control' key when downloading files.

Standard and Enterprise Support Services:

North America USA & Canada
+1 (650) 587-5556
+1 (877) 346-4737 [Toll Free]

Hours:

8:00 AM to 6:00 PM
Standard Time: UTC/GMT -5 hours
Daylight Saving Time: +1
Current time zone offset: UTC/GMT -4
Time zone abbreviation: EDT (Eastern Daylight Time)

Latin America
+55 (11) 5095 3416

Hours:

9:00 AM to 6:00 PM
Standard Time: UTC/GMT - 3 hours
Daylight Saving Time: None

EMEA (Europe, Middle East, and Africa)
+44 (0) 1753-559538

0800 587 3071 [United Kingdom Toll Free]
80 88 77 27 [Denmark Toll Free]
0800 91 72 12 [France Toll Free]
0800 1862 072 [Germany Toll Free]
1800 882 387 [Ireland Toll Free]
800 97 91 84 [Italy Toll Free]
0800 022 5076 [Netherlands Toll Free]
900 954 413 [Spain Toll Free]

Hours:

7:00 AM to 6:00 PM (7:00 - 18:00)
Standard Time: No UTC/GMT offset
Daylight Saving Time: None
Time zone abbreviation: GMT (Greenwich Mean Time)

APAC (Asia Pacific Region)
+61 3 8530 1750

1 800 614 435 [Australia Toll Free]
000 800 6101 058 [India Toll Free*]
+800 00 464 737 [China Toll Free*]
+800 00 464 737 [Hong Kong Toll Free*]
+800 00 464 737 [Japan Toll Free*]
+800 00 464 737 [Malaysia Toll Free*]
+800 00 464 737 [Philippines Toll Free*]
+800 00 464 737 [New Zealand Toll Free*]
+800 00 464 737 [Singapore Toll Free*]

* Requires International Access

Hours:

8:00 AM to 6:00 PM
Standard Time: UTC/GMT +10 hours
Daylight saving time: +1 hour
Time zone abbreviation: EDT (Eastern Daylight Time)

Premium Support:

North America USA & Canada
+1 (408) 624-9259
+1 (800) 247-9909 Toll Free

Hours:

8:00 AM to 8:00 PM
Standard Time: UTC/GMT -5 hours
Daylight Saving Time: +1
Current time zone offset: UTC/GMT -4
Time zone abbreviation: EDT (Eastern Daylight Time)

EMEA (Europe, Middle East, and Africa)
+44 (0) 1753 559539
0800 917 9602 UK Toll Free

Hours:

9:00 AM to 5:30 PM (9:00 - 17:30)
Standard Time: No UTC/GMT offset
Daylight Saving Time: None
Time zone abbreviation: GMT (Greenwich Mean Time)

After-Hours Contact Information:

If you are experiencing a Severity 1: "System Down" or "Product Inoperative" condition. Your production use is stopped or so severely impacted that you cannot reasonably continue work. If after normal business support hours and have purchased a 24x7 enterprise support or premium support program, please call:

Enterprise Support:

North America USA & Canada
+1 (650) 587-5556
(877) 346-4737 [Toll Free]

Europe, Middle East, and Africa (EMEA)
+1 (650) 587-5556
+44 (0) 1753-559538

APAC (Asia Pacific Region)
+61 3 8530 1750
1 800 614 435 [Australia Toll Free]

Premium Support:

North America USA & Canada
(800) 247-9909

Europe, Middle East, and Africa (EMEA)
0800 917 9602 UK Toll Free

International
+1 (408) 624-9259