Rogue Wave Hydra Maintenance and Support Policy 1/26/2007 …

Rogue Wave Hydra Maintenance and Support Policy



1/26/2007
                               Rogue Wave® Hydra Maintenance and Support Policies

OVERVIEW
This Maintenance and Support Policy applies to specified products within the Rogue Wave® Hydra product suite
("Hydra") produced by Quovadx, Inc.'s Rogue Wave Software division ("Rogue Wave"). Support is provided by
Quovadx, Inc.'s Rogue Wave Support Services department (RWSS) for demonstrable problems with installing or
running supported versions of licensed Hydra software on an appropriate hardware, operating system, and
compiler configuration as specified in the Hydra Product Support Matrix. Assistance with technical issues beyond
the scope of the support services outlined in this document may be obtained through Rogue Wave's Consulting
Services Department. In addition, Rogue Wave offers a compliment of training courses and educational services.

Maintenance for Hydra includes bug fixes, platform updates and minor product enhancements (Updates), as well
as, releases containing major product enhancements and/or new features (Upgrades). See the section on "Product
Updates" below for more information.

These Maintenance and Support Policies are subject to change at Rogue Wave's discretion.

ROGUE WAVE TECHNICAL SUPPORT LEVELS
Rogue Wave offers `Premium' support for Hydra products. This support agreement has the option of adding a
Technical Account Manager (TAM).

Support Services
Support services are provided to a specified number of technical contacts based on the number of CPUs for which
the licensee has purchased deployment rights, as follows: 1 contact for purchase of up to and including 16 CPUs; 2
contacts for purchase of up to and including 32 CPUs; 3 contacts for purchase of up to and including 64 CPUs; 4
contacts for the purchase of up to and including 128 CPUs; and 5 contacts for the purchase of more than 128
CPUs. Support is limited to the original modules provided with the product purchase. Any modifications or
extensions of the original modules become the responsibility of the user. Support is also limited to the currently
active and supported products installed and used with the explicitly supported hardware, operating systems, and
compilers as defined on the Hydra Product Support Matrix.

Support services consist of one or more of the following:

    ·    Assistance with product installation
    ·    Help with product issues involving general usage, implementation, operation, and functionality
    ·    Problem isolation and identification
    ·    Error message analysis and resolution
    ·    Bug reporting and problem isolation
    ·    Up-to-date information on current releases, product compatibility, restrictions, enhancements, workarounds
         and fixes
    ·    Unlimited access to our Knowledge base of Frequently Asked Questions, usage tips, and useful product
         information.

Premium Support Service
The key features of Premium level support are:
   · Web, email, and phone access to RWSS for registered Technical Contact individuals (for details see the
       "Support Services" section above).
   · Up to 25 incidents per year
   · Phone support available 10 hours per day , 5 days a week, during local business hours (US and Western
       European time zones), excluding weekends and holidays.
   · Initial Response to Support requests within 24 hours ­ excluding weekends and holidays
   · Resolution Response Time Goals of 4 business days for Severity Level 1 problems and 15 business days
       for
   · Severity Level 2 problems, with all other problems being addressed in subsequent maintenance releases.



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    ·    Optional technical account manager (TAM)

MAINTENANCE AND SUPPORT LIMITATIONS
Maintenance and support are provided by RWSS for released versions of the Hydra and related components
produced by Rogue Wave. These services are not provided for beta, prerelease or early access versions of these
products. The policies outlined here do not apply to Hydra modules or components that have been modified by
parties other than Rogue Wave.

Contacting Support
The Hydra licensee's designated technical contacts, where applicable, are the sole liaison between the licensee
and Rogue Wave for technical support of the Hydra product, and shall be based at licensee's premises. To avoid
interruptions in support services, the Hydra licensee must notify Rogue Wave whenever its technical contact
responsibilities are transferred to another individual. Support Services are only available to Hydra licensees with a
current Maintenance and Support contract.

Problem Reporting Checklist
To help us serve you quickly and efficiently, please take a few minutes to gather some information before
contacting technical support.

We will ask you for:

    ·    Your Name
    ·    Product License or Tracking Number
    ·    Company Name
    ·    Company Address
    ·    Telephone Number
    ·    E-mail Address
    ·    Product Name(s) and Version(s)
    ·    Database Type and Version Number (if applicable)
    ·    Compiler and Version
    ·    Operating System and Version

Also be prepared to provide a detailed description of the problem, including the error message you are seeing if you
are reporting a build-related issue, or the agent and/or client log files if you are reporting a run time failure. In some
cases we may ask you to prepare and send a small sample project that demonstrates the problem you are
reporting. Sample code should be brief, complete, and illustrative. See the definition of `Defect Resolution' below for
more information.

Support Channels
Rogue Wave Technical Support is available via the following channels.

    ·    Knowledge Base: A searchable collection of product information found at
         www.roguewave.com/support/kb/ accessible to all Hydra licensees.
    ·    Technical Support Via the Web A tool found at www.roguewave.com/support/ that allows the Hydra
         licensee to access technical support via the World Wide Web.
    ·    Email: Hydra licensees can email support@roguewave.com with support issues. Email support requires
         validation and verification of a current Maintenance and Support contract by the inbound support
         coordinator.
    ·    Phone: Hydra licensees can call the Rogue Wave Support Services team at 800-404-4767, or 303-545-
         3205 for assistance with support issues. Phone support requires validation and verification of a current
         Maintenance and Support contract by the inbound support coordinator.

Technical Resources
In addition to the support options mentioned above, any customer with a current Maintenance and Support contract
has the option of purchasing a Technical Account Manager (TAM).



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    ·    Technical Account Manager (TAM) - A technical contact within the support services group that maintains
         close association and high familiarity with the Hydra licensee's software needs. The TAM is available
         during normal working hours to oversee and manage support requests, and to provide a single point of
         contact within the support group. A TAM is an optional resource available by request. Consulting,
         certification, training, or assessment services are also available through our consulting services group for
         an additional fee.


Product Updates
Rogue Wave issues three types of Hydra product releases:

    ·    Maintenance (x.y.z) releases provide bug fixes and/or platform updates
    ·    Minor (x.y.0) releases provide bug fixes, platform updates, and minor product enhancements
    ·    Major (x.0.0) releases provide bugs fixes, platform updates, and major product enhancements or new
         features.

"Update" means subsequent minor and maintenance releases of the Hydra products specified in your license
agreement. Major releases containing major product enhancements and/or new features are referred to as
"Upgrades". Rogue Wave will make these Update and Upgrade releases available to Hydra licensees with a current
Maintenance and Support contract at no additional cost (other than media and handling charges). The Hydra
licensee shall be responsible for copying and installing the Update software. Our Consulting Services department is
available to assist with Updates; contact your account representative for more information.

Maintenance and Support Period
Rogue Wave Maintenance and Support pricing begins on the Effective Date of the Hydra license agreement and
ends on the last day of the month that is 12 months after the Effective Date (the "Support Period"), unless
otherwise stated in the Rogue Wave License Agreement through which the Hydra software was obtained.

Maintenance and Support Fees
Hydra Maintenance and Support fees are due and payable annually in advance of a Support Period, unless
otherwise stated in the Rogue Wave License Agreement through which the Hydra software was obtained.

Incident
Rogue Wave support services are provided to licensees with a current Hydra Maintenance and Support contract for
a specific number of incidents as described in "Rogue Wave Technical Support Levels" above. Incidents not used
within the given Support Period of 12 months will be forfeited. An "Incident" is defined as any request or report of a
problem, submitted by any person designated by the Hydra licensee as a designated support contact, which
requires the response or intervention of Rogue Wave's support personnel. Any single installation, usage, problem
report, or other technical request that involves the verification or implementation of any user code, environment
state or condition, or interpretation of error messages will be considered a support request. Multiple problem reports
or support requests may not be combined into a single support incident. Requests relating to clarification of
licensing state, availability of support requests, or clarification of platform specifications on the currently published
Product Support Matrix will not be counted as an incident.

Defect
A defect is any error, unexpected result, or incorrect behavior that deviates from the expected result or use as
described in the associated Hydra product documentation. Architectural modifications in subsequent product
releases or failures resulting from the use of undocumented product behavior, or use on unsupported platforms will
not be classified as a defect. Products are subject to support only on the platforms explicitly designated within the
Hydra Support Matrix.



Defect Resolution



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In order to verify a defect or problem report, RWSS may require a small but complete sample project that can be
compiled and executed to demonstrate the reported problem. The sample project should require no other third
party software other than a database. The severity guidelines below assume that a defect can be reproduced by
RWSS in-house. If RWSS cannot reproduce the bug in-house, the customer may be directed to consulting services
for additional assistance regarding services and mentoring that falls outside of the scope of Support Services. The
time required to create, debug, install, or update any test case will be excluded from any stated resolution time
goals.

Initial Response Time Goal
The time for a return call, email or web incident update from Rogue Wave to the supported Hydra licensee to
acknowledge the receipt of the defect or problem report.

Resolution Response Time Goal
The time goal for RWSS to provide a documented fix, recommend a workaround, or target the date of availability
for a workaround or fix that restores the erroneous functionality to the product using best efforts.

Supported Platforms
RWSS provides support for the specific combinations of hardware and supporting software (operating system,
compiler, database, database access library, etc., collectively together with the hardware, the "Platform") provided
in the current Rogue Wave Hydra Support Matrix.

Consulting Certified Platforms
Notwithstanding the foregoing paragraph, Rogue Wave shall provide support as follows on platforms that are not on
the Product Support Matrix, but to which the software has been ported and certified by the Rogue Wave Consulting
Services department ("Certified Platforms"). RWSS will attempt to reproduce the reported problem or defect on the
nearest platform that is on the Product Support Matrix. If the problem or defect can be reproduced on a supported
platform, RWSS shall provide support under these policies for the problem or defect; provided that the resolution
time goals specified herein shall not be applicable to such support. If the problem or defect cannot be reproduced
on a supported platform, no support shall be provided by RWSS. Binary patches, when required to fix a reported
problem, will be created and tested by Rogue Wave's Consulting Services department pursuant to separate
technical services agreement and work order.

Product Support and Maintenance Period
Rogue Wave provides support services for the two most-recent major releases of Hydra, including all associated
minor and maintenance releases; except that if a reported problem has been fixed in a subsequent minor or
maintenance release for the same major version of the Hydra product suite, the licensee will be required to update
their installation to acquire the fix. Maintenance will be provided for the most-recently released minor version of
each supported major version of Hydra. Additional details of Rogue Wave's Obsolescence Policy are available at:
http://www.roguewave.com/support/legacy/

Termination
Maintenance and Support services are non-cancelable and non-refundable during the Support Period.
Reinstatement of Maintenance and Support
In the event that your Hydra Maintenance and Support contract lapses, a Reinstatement Fee and Penalty shall be
assessed for reinstatement. Rogue Wave calculates Reinstatement Fees from the date that the Maintenance and
Support lapsed to the date that the Maintenance and Support is renewed. Pricing is based on Rogue Wave pricing
in effect at the time the Maintenance and Support is ordered.

Workaround
To resolve unexpected or undesirable behavior, support engineers may provide workarounds or suggestions for the
modification of product or customer code to resolve the reported problem or defect. Workarounds are supplied
through the best efforts of the support group and may represent changes that have not been fully certified or tested.
Any modifications, suggestions, or workarounds are presented "as-is" without any express warranty or claim of
compatibility. Certification and custom programming services are beyond the scope of RWSS, but are available
through the Rogue Wave Consulting Services department. For more information contact your account
representative.



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SEVERITY DEFINITIONS
Hydra licensees may require technical support for problems with Hydra that affect the operability or impede the
functionality of a deployed production application or that interfere with the development of an application. They may
also need assistance with implementation issues or require bug fixes or product enhancements. RWSS analysts
categorize these problems or issues as follows:

Severity Level 1
The problem causes a live deployed production application to stop, crash or cease to function. The problem
completely stops pre-deployment development efforts. Work cannot reasonably continue, the application is mission
critical to the business and the situation is an emergency requiring immediate attention towards resolution.

Severity Level 2
The problem severely restricts the functionality provided by Hydra within a live deployed production application, but
the production application can continue to run/operate. The problem severely restricts pre-deployment development
efforts.

Severity Level 3
The problem significantly restricts the functionality provided by Hydra within a live deployed production application
and/or significantly impedes pre-deployment development efforts. Severity Level 3 problems include a degradation
of reliability
or performance or limited access to a non-critical function provided by Hydra. Severity Level 3 problems include
those for which a workaround had been provided, but for which a permanent improvement is still necessary.

Severity Level 4
The problem does not significantly restrict the functionality provided by Hydra within a live deployed production
application and/or has only a minor impact on pre-deployment development efforts. Requested performance or
usability enhancements will also be considered Severity Level 4 problems, but will be provided at Rogue Wave's
discretion.




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