Support and Maintenance Policy

Professional services aim is to aid customers by providing development solutions in the Talend environment:

• The services are carried out either by phone, remotely or at the client’s facility.
• Billing for professional services is made once a month for the customer’s hour bank (this requires ordering an hour bank in advance)
• A minimal call duration for billing is 15 minutes.
• Communication will occur with the designated contact for the customer.

When receiving the license, the manufacturer will send an email that includes instructions for registering for their maintenance system overseas.
This system will enable issuing faults directly to the manufacturer according to the manufacturer’s support document.

• Aqurate’s support works in accordance with the manufacturer and expands the service provided to its clients.
• Support will be provided during acceptable working hours, Sunday to Thursday 8 AM – 6 PM GTM+2.
  The manufacturer’s support will be provided Monday to Friday 9 AM – 6 PM WET.
  So we are covering six days a week and about 12 hours a day combined.
• Support and Maintenance services include:
  • Phone response and email support with the following address: TalendSupport@aqurate.co.il.
  • Help with issuing problems to the manufacturer (it is possible to issue problems to the manufacturer through us or directly by a representative on your behalf).
  • Locating problem source.
  • Software updates at the manufacturer’s discretion for no extra payment.
• Inquiries regarding development guidance or infrastructure problem will be addressed as a part of the professional services hour bank.

Problem types

The problem severity will be evaluated with the client. Aqurate will prioritize support in accordance with the table below:

Response time:

Aqurate will take reasonable steps to meet the following response time:

Additional support sources:

• Talend help center – gain access to help topics online.
• Talend community – receive help from expert users.