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indieopensource/support-contract

Default Vacation and Sick Days

Currently the terms give individual developers as many sick days and vacation days as the customer s HR gives to customer employees. That could work out rather badly if customer s HR gives very few days. ...

help wanted

• kemitchell
·
• 2
·
• Opened 
  on Feb 5, 2019
·
• #10

indieopensource/support-contract

Build Flags

I apologize if this is out-of-scope, but one challenge I have is sometimes I need to remove a clause (or add one back in) at the request of a client. The worry I have is that I could end up screwing up ...

• bradrydzewski
·
• 1
·
• Opened 
  on Feb 2, 2019
·
• #7

indieopensource/support-contract

Resolve vs Response times and guarantees

Developer agrees to diagnose and resolve Support Requests related to installing Covered Versions of the Software, configuring standard features of Covered Versions of the Software per its documentation, ...

enhancement

• bradrydzewski
·
• 3
·
• Opened 
  on Feb 2, 2019
·
• #6

indieopensource/support-contract

Support Request Severity

Support Request Severity Critical Support Requests are Support Requests that report that: - Customer cannot install the Software by following the directions in its documentation. - The Software crashes ...

• bradrydzewski
·
• 4
·
• Opened 
  on Feb 2, 2019
·
• #5

indieopensource/support-contract

Guidance to limit support contacts

Service Limits means any limits on use of Developer s support services specified on the Order Form, such as the number of Customer Personnel who may contact Developer for support, or the maximum number ...

• bradrydzewski
·
• 3
·
• Opened 
  on Feb 2, 2019
·
• #4

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