This Service Level Agreement ("SLA") defines the responsibilities of Minerva about standard support and maintenance offering, with respect to Minerva’s Platform (the “Software”). This SLA forms an integral part of the commercial agreement executed between the Customer and Minerva (the “Agreement”).
Minerva will provide Product maintenance and technical support services under this document for general available (GA) releases only, and does not include early-release or Beta release or any product provided solely for evaluation or troubleshooting purpose.
Technical Support Hours and Channels
Technical Support Hours and Channels
As part of Maintenance services provided by Minerva hereunder, Minerva shall make available to Customer any updates to the Software. When Minerva makes such updates generally available to its other customers then covered by Maintenance services with similar terms as the terms of this SLA. Minerva will make efforts to implement or release updates and upgrades to the Software outside of normal business hours.
In addition, Minerva is responsible to upgrade and maintain the Customer’s Management Console instance, that includes software upgrades and general maintenance.
Access to Version Release
Minerva will provide releases to the product, as such release are made generally available by Minerva. New releases will include:
Online Support Portal and Self-Service
Remote Assistance
Minerva’s obligations, as well as for services, support and maintenance do not apply under the following scenarios: