NbJBoss Service Level Agreement
This service level agreement (SLA) identifies what our customers can expect from the NbJBoss module as well as from our company SIP Technologies and Exports Ltd. (SIPTECH).

Table of Contents:  1.0 Statement of Intent  1.1 Review Dates  1.2 Time and Percent Conventions  2.0 About the Service  2.1 Description  2.2 Support Request Environment  3.0 About Service Availability  3.1 Normal Service Availability Schedule  3.2 Problem Reporting  3.3 Response Time  3.4 Change Process  4.0 General

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1.0 Statement of Intent 
SIPTECH is proud to offer an exceptional level of performance. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the NbJBoss module. The Service Level Agreement (SLA) guarantees our assistance to the customers of NbJBoss module and identifies the level of assistance. 

1.1 Review Dates 
Last Review: 07 May, 2002 
Next Review: - 

1.2 Time and Percent Conventions 
This SLA uses the following conventions to refer to times and percents: 

• Times expressed in the format "hours:minutes" reflect a 24-hour clock in the local standard time zone, in this case Indian Standard Time (GMT+5.30). 

• Times expressed as a number of "business hours" include from the hours from 9:30 to 17:30. 

• Times expressed as a number of "business days" or "business week" include business hours, Monday through Friday, excluding designated holidays. 

2.0 About the Service 
The NbJBoss Technical Team is very keen to assist and encourage the clients using their module. This section talks about the services that they support. 

2.1 Description 
The NbJBoss Technical Support Team provides the following service*: 

	Personal Edition	Enterprise Edition
Helps with installation after you have procured a valid license key
Helps with using the various features of the module
Responds to and resolves user questions about, problems with, and requests for enhancements to the application
Enhances the module with patches/updates**
Provides upgrades to the module**

* All correspondence will be via e-mail 
**As and when deemed fit by the NbJBoss Technical Support Team. 

2.2 Support Request Environment 

• Support can be requested via e-mail. 

• All technical queries, installation issues, requests for enhancement and bug reports, can be mailed to nbjboss@siptech.co.in. 

• All other queries including purchase and licensing issues, can be mailed to info@siptech.co.in. 

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3.0 About Service Availability 
This section provides information about the normal schedule of times when the service is available. It also describes the process for enhancing or changing the service. 

Please note that SIPTECH will not assist with problems accruing out of changes/problems in NetBeans or JBoss. The NbJBoss Technical Team may however choose to release an update/upgrade. 

3.1 Normal Service Availability Schedule 
The Technical Team will work between 9:30 and 17:30 on all business days starting from Monday through Friday. 

3.2 Problem Reporting 
All problems can be reported and requests made via e-mail. 
All technical queries, installation issues, requests for enhancement and bug reports, can be mailed to nbjboss@siptech.co.in. 

3.3 Response Time 
The Technical Team classifies requests for support according to the following complexity-level guidelines: 

• Simple

  • Problem affects certain features of the module and does not block the usage of other features. 

  • Problem affects limited users. 

• Complex 

  • Problem affects all the features of the module and renders the entire module unusable. 

  • Problem affects multiple users. 

Simple issues will be responded to within 2 SIPTECH working days, while complex issues will be responded to within a week. 

3.4 Request for Enhancement 
All requests for enhancement are welcome and will be reviewed by the NbJBoss Technical Team. The NbJBoss Technical Team reserves the right to decide if it will undertake the enhancement and when it will undertake the enhancement. 

3.5 Change Process 
The NbJBoss Technical Team will plan periodic releases of updates and upgrades. 

Updates are dot-dot releases (such as 1.2.1 or 1.2.2, etc.) that primarily target minor bug fixes, and will be provided to the customer of the parent release free. Upgrades are Dot releases such as 1.2 to 1.3 or 2.0, etc. that target major bug fixes and/or enhancements, and can be obtained by the customer at a price that will be determined by SIPTECH. 

4.0 General 
SIPTECH reserves the right to change or modify this SLA to benefit the customer, and will post changes to location currently housing this SLA at time of modification, which will be made available to customer. Except as set forth in this SLA, SIPTECH makes no claims regarding the availability or performance of the NbJBoss module. Specific terms/points of this SLA may be adjusted on a case by case basis as deemed fit by SIPTECH by a specific Service Agreement signed/agreed by client. In case of difference terms/points in SLA and Service Agreement, the Service Agreement terms/points prevail over this general SLA policy. The Service Agreement signed/agreed by client, is above and beyond this SLA, and Service Agreement terms are in affect, including, but not limited to, limitations of liability. 

Refund will be made at the discretion of SIPTECH. Entire payment will be refund if claimed within 14 days. Transaction fees will be deducted if claimed after 14 days of purchase.

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