Version July 2017
Hyperlane Support Service: Scope
Installation and Configuration Issues:
Installation of application dependencies
Best practices for configuration of supported application dependencies
General questions about supported software packages
Identifying problems preventing an application from starting or running on Hyperlane
Providing workarounds or resolutions for known problems
Answering general how-to questions, and providing pointers to documentation
Troubleshooting supported software packages showing erratic or faulty behaviour on Hyperlane, independent of the user's application code
Out of Scope
Hyperlane technical support services do not extend to the following areas:
General debugging of user applications
Rewriting application code for compatibility with Hyperlane
Modifying and/or patching third party or Open Source software packages for compatibility with Hyperlane
It will be the customer’s responsibility under this agreement to:
Open a support ticket when necessary by following the process detailed below
Identify that any issue logged is a genuine platform issue, ruling out as far as is possible user error.
Ensure that screen captures and other files you send do not contain sensitive personal data, and have been suitably obfuscated if sensitive data was present. We will not be held responsible for the security of sensitive information sent to us by e-mail in the resolution of a ticket.
Hours of coverage
Hours of coverage are 9:00 to 18:00 CEST, Monday to Friday. Belgian official holidays are excluded from hours of coverage.
Initiating a Support Ticket
A support ticket may be raised by navigating to the ‘Get Help’ page on the Hyperlane platform.
Required Ticket Information When a support ticket is raised, you should provide as much information as is reasonably possible about the issue at that time, including at a minimum the following information:
A description of the issue
Priority (see below)
The following should also be included if available.
- Details of client software configuration
- Any screenshots or associated files to assist troubleshooting
|0||System completely unavailable|
All efforts have been made to ensure that the problem is not related to your own hardware, operating system, networking or other infrastructure issue. No workaround is known for the issue
|Within 3 hours (24x7)|
|1||System is available but the problem is preventing primary usage|
Unable to view, edit, upload, download; core user functionality.
|1 working day|
|2||System is available but the problem is preventing secondary usage|
Reporting, configuration; admin only functions
|3 working days|
Response is from time the ticket is opened, during hours of coverage. Resolution time will depend on the complexity of the issue.
Hyperlane will investigate the ticket, and provide an initial response within a timeframe based on the priority of the issue as outlined above.
Hyperlane will be responsible for resolving each bug fix, by providing an update, patch, or other fix designed to address the bug and return the platform to its proper working state.
Hyperlane may offer to resolve enhancement or customization requests on a case-by-case basis, working with you to reach an agreement outside of this agreement for providing such an enhancement or customization.
Hyperlane will mark a ticket as resolved once any of the following conditions are met:
Hyperlane delivers a patch, update, or other fix meant to address a bug fix, enhancement, or customization.
Hyperlane receives a notification from you stating a desire to close a particular ticket.
Hyperlane does not receive any notification from you within 5 business days of Hyperlane’s response to a ticket, or to a request for more information about the issue.
Hyperlane determines a ticket to be out-of scope.
Hyperlane, after discussing with you options for resolution of the ticket, determines that the ticket cannot be resolved to your satisfaction.
When a ticket is marked as resolved, Hyperlane will notify you of the resolution, along with the reason for doing so. If the resolution includes a bug fix, Hyperlane will deliver any materials related to the fix at that time.