| Number of copies shipped |
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Transitive offers Standard Support and Premium Support to customers using the following editions of QuickTransit:
- QuickTransit for Solaris/SPARC-to-Solaris/x86-64
- QuickTransit for Solaris/SPARC-to-Linux/x86-64
- QuickTransit for Solaris/SPARC-to-Linux/Itanium
Transitive Standard Support is included with all QuickTransit subscription licenses, and Transitive Premium Support is available for an additional cost to global enterprise customers.
Licensing
To obtain a free, 30-day evaluation license for QuickTransit, request an evaluation now. Existing customers wishing to change or upgrade their license can do so by contacting support.
Transitive Standard Support
For customers receiving Transitive Standard Support, the following guidelines apply for response times and the actions to be taken by Transitive customer support engineers for each severity level.
| Hours of operation | Europe: Monday – Friday 8AM – 6PM GMT |
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|---|---|---|---|
| Access Channels | E-mail and phone |
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| Severity Level for Error | Target Response Time for Initial Reply | Progress Report (Update) | Action and Resources |
| Critical | 4 business hours | Every business day (as required) | Dedicated resources until solution is identified |
| Major | 8 business hours | Every 2nd business day (as required) | Suitable resources until solution is identified |
| Moderate | 12 business hours | Every week (as required) | Resources as available |
| Minor | 3 business days | Every 2 weeks | Resources as available, or fix scheduled for inclusion in future release |
Support Severity Level Classifications
Severity levels for errors generally will be classified by Transitive according to the following table:
| Critical | Major | Moderate | Minor |
|---|---|---|---|
Software is not operative or repeatedly fails catastrophically, requiring repeated restarts. |
Major functionality of the software is unusable, with no work-around available. The software: • Is unable to perform major functions; or • Fails catastrophically, requiring rebooting of the system. |
There is a loss of a software functionality that does not seriously affect its use or operations. Any condition initially classified as Critical or Major that is resolved (with a work-around or other fix, patch or error correction acceptable to licensees as a temporary measure) is reduced to Moderate. |
All other errors aside from those within the higher-priority categories. This includes: • documentation errors • non-serious errors when the software does not operate substantially in accordance with the documentation. • Conditions resolved with a work-around or other fix, temporary patch or error correction acceptable to the licensee. |
Transitive Premium Support
Transitive Premium Support is available for selected global enterprise customers (minimum 250 licenses required) and includes “24-by-7” response. Please contact sales@transitive.com for more information on pricing for transitive Premium Support.
Support for other QuickTransit Editions
If you are a user of QuickTransit software running on computer systems from Silicon Graphics Inc., please contact Silicon Graphics for customer support. If you are a user of Rosetta software running on computer systems from Apple Computer Inc., please contact Apple for customer support.
Contact Transitive Support
Support is available to all QuickTransit customers and evaluators, either via e-mail or phone.
| E-mail: | support@transitive.com | |
|---|---|---|
| Phone: | In Europe: | +44 800 0669987 |
| Phone: | In North America: | +1 (877) 399-6611 |
“The QuickTransit technology from Transitive is a truly breakthrough achievement. Not only does it provide a solution to many hitherto intractable software migration problems, but it opens up a new world of exciting possibilities for rethinking the traditional relationship between hardware and software design.”
Dr Geoffrey Robinson
MacRobert Committee Chair
Royal Academy of Engineering