Our Support engineers will endeavour to keep your production Verj.io Applications running at their best, on your behalf.
Troubleshooting Critical Production Issues
In response to a critical issue being reported to the Production-Critical Helpdesk, or from an alert in our Verj.io Cloud monitoring system, our Support Engineers will log into your live production environment and troubleshoot the issue.
Once the issue has been verified and its root cause discovered, our Support Engineers may:
- Resolve the issue.
- Implement or suggest workarounds to mitigate the issue.
- Report on the investigation of the issue.
- Create a bug report on your behalf, making sure all information required to reproduce the issue has been captured. The bug will then be fixed in line with our Bug Fix Policy.
Our Support Engineers are not able to:
- Develop or redevelop your Verj.io Application, although specific fixes can be made, at our discretion.
- Support third-party systems, environments, products, and services, although they can offer advise on how to resolve or mitigate issues caused by them.
Operational support can only be provided if your Verj.io Support Package explicitly includes it.
Making changes to your production environment
Valid access protocols and authorisation must be provided before our Support Engineers can log into and directly interact with your live production environments, networks, systems, and services to troubleshoot issues on your behalf.
Our Support Engineers will endeavour to liaise with whoever reported the critical issue via the Production-Critical Helpdesk or with a representative you have registered with us ahead of time before making changes to your Verj.io Application or any environment, network, system, service, or application not operated by Ebase Technology Ltd. If our Support Engineers are unable to liaise with your representative in what we consider to be a reasonable timeframe, our Support Engineers will make the changes they believe will resolve or mitigate the issue.
All changes made by our Support Engineers are in good faith. Ebase Technology cannot accept any liability from any changes made.
A detailed report on any changes made to your Verj.io Application or any environment, network, system, service, or application not operated by Ebase Technology Ltd will be provided.
Verj.io Upgrades
Landmark and Major Version Upgrades
It is important to stay up to date with the latest security, stability, and feature-set improvements. At your request our upgrade team can upgrade all your Verj.io On-Premises and Verj.io Gateway products to the latest release twice per year.
For each upgrade our upgrade team offers our full upgrade package, including:
- Investigation of your environments and use-cases to understand the scope of the upgrade.
- Provide an upgrade schedule for each Verj.io On-Premises and Verj.io Gateway product, in a timeline that suits you and provides adequate time for testing.
- Advise on how to upgrade any customisations you may have made to Verj.io products.
- Upgrading the Verj.io On-Premises and Verj.io Gateways products as well as troubleshooting any issues that arise, via our Support or Production-Critical Helpdesks as appropriate.
Verj.io On-Premises and Verj.io Gateway products will be upgraded to the most recent version at the time an upgrade schedule is provided.
Each upgrade schedule has a maximum duration of 3 months from the time we provide it, unless, in our opinion, there are exceptional circumstances making that duration unrealistic.
You are entitled to terminate an upgrade schedule at any point, although this will still count as one of the upgrades available to you as part of Operational Support. Your environments will be left in their current state at the point of termination.
Operational Support covers the upgrade of supported Verj.io On-Premises and Verj.io Gateway products at the time the upgrade schedule is provided. Your account manager can arrange for the upgrades team to prepare a quote for the upgrade of unsupported Verj.io On-Premises and Verj.io Gateway products.
Maintenance Version Upgrades
Our upgrade team can keep all your Verj.io On-Premises and Verj.io Gateway products up to date with the latest available maintenance release of their current major version. For example, if your Verj.io On-Premises and Verj.io Gateway products are at v5.10.x we can apply the latest maintenance versions of v5.10 when they are released.
Upon release of a new maintenance version your account manager will contact you scheduling time to perform the upgrade.
For each upgrade our Upgrade team offers our full upgrade package, including:
- Investigation of your environments and use-cases to understand the scope of the upgrade.
- Provide an upgrade schedule for each Verj.io On-Premises and Verj.io Gateway product, in a timeline that suits you and provides adequate time for testing.
- Advise on how to upgrade any customisations you may have made to Verj.io products.
- Upgrading the Verj.io On-Premises and Verj.io Gateways products as well as troubleshooting any issues that arise, via our Support or Production-Critical Helpdesks as appropriate.
Verj.io On-Premises and Verj.io Gateway products will be upgraded to the most recent version at the time an upgrade schedule is provided.
Each upgrade schedule has a maximum duration of 1 month from the time we provide it, unless, in our opinion, there are exceptional circumstances making that duration unrealistic.
You are entitled to terminate an upgrade schedule at any point, although this will still count as one of the upgrades available to you as part of Operational Support. Your environments will be left in their current state at the point of termination.
Operational Support covers the upgrade of supported Verj.io On-Premises and Verj.io Gateway products at the time the upgrade schedule is provided. Your account manager can arrange for the Upgrade team to prepare a quote for the upgrade of unsupported Verj.io On-Premises and Verj.io Gateway products.