Support Quick Reference Guide

Technical Support Documentation

The following information details technical support guidelines for Runner EDQ products:

Summary

This Guide contains important information on the procedures and practices related to obtaining technical support for your Runner EDQ products. Following the processes described in this document will improve your support experience when contacting us for assistance or when using our online resources. Runner EDQ reserves the right to make changes to this document and related processes at any time. The content in this document does not apply to:

• Runner EDQ’s SurveyDIG software.
• Products acquired by Runner EDQ pursuant to an acquisition of a company or product line (each, a merger & acquisition company) are not included until such time as the products from such merger & acquisition are designated by Runner EDQ to be covered by this policy by offering Runner EDQ’s standard Maintenance/Support offerings for such products.
• Any Third-Party software/applications.

Eligibility for Support

Customers must have current Support/Maintenance for their product to access technical support. This document does not replace the contractual terms and conditions under which you acquired specific Runner EDQ products and/or technical support.

Users are recommended to create a login to the Support Portal to be able to submit support tickets to the technical support team.

What Type of Support is Not Included?

Runner EDQ has services that are considered outside the scope of the Standard Support. You can find some examples of these services below.

• Setting up your Oracle environment, Runner Consulting Services can provide remote DBA/System Admin duties
• Any custom programming
• Any non-supported integrations
• Front-end HTML apps
• Operating System – level calls (COM_Object, Unix_Shared_Object, or etc)
• Customer Integration (Enterprise Applications, Commerce Applications, Proprietary Applications or Customer Applications)
• Data corrections caused by bad data practices or failing to abide by industry standards
• PHP, Python, Ruby, or etc (Can be written using the code in “COM_Object” as a starting point)

If you need further clarification on what services are billable (or outside the scope of included support) contact Customer Success for more information regarding Runner Consulting Services.

Courtesy and Temporary Entitlement Support

Courtesy support is provided at Runner EDQ’s discretion. Please review terms and conditions regarding Runner EDQ Enterprise courtesy and temporary entitlement support.

Support Delivery Types

Web-based

Runner EDQ offers extensive self-help resources including:

Knowledge Base

Search our technical support knowledge base to find solutions and perform self-help.

Tip: Once on the Runner EDQ Support home page, search using your product name to access documentation and guides.

View Knowledge Base

MyRunner EDQ

Your online resource for all enterprise technical support-related needs and non-technical inquiries. First-time users will need to create an account. Once logged on you can search our technical support knowledge base, or create, submit, track, manage, and close technical support tickets.

Visit MyRunner EDQ

Technical Alerts (Coming Soon)

Runner EDQ support alerts are subscription-based, allowing customers to subscribe and unsubscribe at any time to bulletins regarding Runner EDQ products.

Available alerts generally include the following but may vary slightly from application:

• Hot Fixes
• Maintenance Packs
• Major and minor releases
• New Features
• General Support Topics:  A notification is sent for general topics such as Version Support Policies for products, the introduction of new services, and changes to existing services.
• Product & Data Update Releases
• Tips & Tricks

By Phone

Eligible Customers with subscription Maintenance that includes technical support may call Runner EDQ with technical support issues Monday – Friday from 9 am – 6 pm (Eastern Time). Note: We do have after hours support available by phone for Emergency instances only (e.g. Production is down). Runner EDQ offers toll-free phone support in certain areas; you will be responsible for all other charges you incur (for instance toll calls, Internet services, postage and postage insurance).

Toll-Free: +1.(888) 256-3282   Direct: +1.(561) 864-2501

Designated Contacts

Definition

Your designated contacts will act as a liaison with Runner EDQ technical support staff. Your designated contacts must have a thorough understanding of the specific Runner EDQ product that is the subject of the technical support case, along with applicable technical and product knowledge needed to assist with the timely resolution of a case.

Managing Your Designated Contacts

Your designated contacts must create an account in the Support Portal.

Severity Levels

Problem Severity Definitions

Severity 1

“Severity 1” or “Severity Level 1” means a problem has occurred where no workaround is immediately available in one of the following situations:

1. Your production server or other mission critical system is down or has had a substantial loss of service
2. A substantial portion of your mission critical data is at a significant risk of loss or corruption.

Severity 2

A problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected.

Severity 3

A problem has occurred with a limited adverse effect on your business operations.

Severity 4

A problem where your business operations have not been adversely affected.

Severity definitions are for guidance purposes only and describe in general terms the impact a problem may have on business operations. While cases of all severities may be logged on a 24×7 basis, case-handling priority will be given to Severity 1 problems per Continuous Efforts below.  Any Severity level aside from Level 1 will be addressed within regional business hours only.

Assigning Severity Levels

As a designated contact, you are responsible for determining the initial severity level of each problem you log with us. The severity level reflects your assessment of the potential adverse impact to your business and needs to match the definitions described under Severity Level Definitions.

If we determine that the severity level assigned to your case does not align with our definitions, we will re-categorize it to reflect those definitions. As your case progresses, the seriousness of your problem may change and may no longer match the initial severity level you assigned. In such cases, we will also reclassify your case, to reflect our definitions, and will handle your case in accordance with the corrected severity level.

Continuous Efforts

Eligible customers with Support may request that Runner EDQ provide “continuous efforts” to work on a severity level 1 case. Continuous efforts mean that our technical support personnel will provide efforts 24 hours a day including weekends and holidays to address a severity 1 case.

If you request continuous efforts, our ability to provide such continuous efforts will depend on the availability of your designated contact to continue problem resolution. If you do not request continuous efforts, or if your designated contact is not available to help us, work on your case will stop at the end of your regional business hours, and resume at the start of the next business day for your region.

Note that our initial efforts will focus on making your Runner EDQ software operational, and there may be temporary degradation in performance while we continue to work to address your problem. Continuous efforts apply to severity 1 problems only.

Overview

If you identify a problem with your product, you should contact us via MyRunner EDQ or by phone (toll-free at +1.877.784.0003 or direct at +1.561.395.9322 to open a technical support case. Once verified as eligible for technical support, you will need to provide us with all relevant diagnostic information that we may require to replicate or address your problem — such as product or system information, log files, configuration information, error messages, and details about your releases or software version upgrades installed.
You will need to initiate a separate case for each problem, and we will assign a unique case identification number (ticket number) to each case in our global tracking system.

Notes:

• When submitting a case, we may offer you some suggestions from our knowledge base which may assist in resolving this problem directly without the need to speak with a technical representative. If these suggestions do not resolve the problem, then you will be connected with a technical support engineer. Once you complete and submit the necessary information, you will receive a ticket number. We will contact you based on the target response time-frames for the severity level of your problem and per Runner EDQ response times. You will be able to access MyRunner EDQ with the technical support personnel assigned to your case and track the status of all your open cases.
• Suggestions for new features or enhancements should be submitted through the MyRunner EDQ portal.
• All cases/tickets will be closed after 48 hours if there is no response.

Opening a Case

When you wish to open a case, log on to your My Runner EDQ Support Portal and submit a ticket. One of our technical support engineers (TSEs) will prompt you for additional information about the problem you are reporting. Runner EDQ uses this information to categorize your case and route it to the appropriate support staff to address the problem.

Your case will be logged in our technical services case tracking system, at the severity level indicated by you and you will be provided with a case number. You will need to use this case number in all future interactions with us about that case.

Acknowledgement

Case management is broken into several key activities. The first activity is when we acknowledge that you have contacted us by phone or via MyRunner EDQ about a problem. Our goal is to acknowledge your request for assistance within 60 minutes.

When we acknowledge the problem electronically or by phone, we will verify your entitlement to receive technical support, and note the severity level you assign to the problem. We will ask your name to verify whether you are a designated contact, and will ask for additional required information. We will open your case, log it into our global tracking system, and assign a case number.

Information Required

• By Phone – Please provide us with the following information when reporting a problem by phone and ensure you have direct access to the systems you need us to troubleshoot:
  • Your Identity
  • Your Runner EDQ Support ID (the unique set of letters or numbers assigned at the time of purchase)
  • Company & Contact Information
  • Confirmation that you are a designated contact for the Runner EDQ product in question
  • Name, email address, phone and extension, or pager number
  • Concise summary of the problem you are experiencing:
    • System and product Information
    • System type and operating system/version
    • Software or hardware serial numbers
    • Network and RDBMS platform
    • System configuration
    • Software revision levels
    • Node ID/Host ID (if applicable)
  • Event and Process Information:
    • Logs
    • Traces
    • Screen dumps
  • Severity Level: Refer to Severity Definitions and assign a severity level for your problem
• Via MyRunner EDQ – When you log a case via MyRunner EDQ, you will need to follow this basic 3 step workflow:
  • Select a category
  • Provide required details
  • Submit the case
• Via Email (support@runneredq.com) – Please provide us with the following information when reporting a problem by email and ensure you have direct access to the systems you need us to troubleshoot:
  • Company & Contact Information
  • Name
  • Email address
  • Phone and extension, or pager number
  • Concise summary of the problem you are experiencing:
    •  System and product Information
    • System type and operating system/version
    • Software or hardware serial numbers
    • Network and RDBMS platform
    • System configuration
    • Software revision levels
    • Node ID/Host ID (if applicable)
  • Event and Process Information: Add as an attachment
  • Logs
  • Traces
  • Screen dumps

Troubleshooting

The Technical Support Engineer (TSE) assigned to your case will ask you specific questions about the problem you are experiencing to assist them in diagnosing the problem. By supplying as much information as possible, you can help the TSE make progress in addressing your case. The TSE will work to isolate the cause of the problem, which may involve you answering further questions, running diagnostics, applying patches, remote access, etc.

When the specific cause of your problem is known, the TSE will provide a workaround or other solution, or may also work with you to develop a plan of action outlining expected steps towards addressing your problem. Runner EDQ will track and log steps taken in our case management system, which can be viewed on MyRunner EDQ. In addition, you may view case notes and communicate with the TSE via MyRunner EDQ. Runner EDQ will use commercially reasonable efforts to carry out the related activities within the targeted timeframes. However, Runner EDQ has no obligation to meet any specific time frames.

Note: If you have logged a Severity 1 problem, our initial efforts will focus on making your product operational, and there may be temporary degradation in performance while we continue to work to address your problem

Monitoring and Updating a Case

The TSE managing your case will update you on your case’s status and maintain a current plan of action. You can monitor the status of the case and interact with the assigned TSE via MyRunner EDQ. If you need to call technical support regarding an open case, you will need to provide your case number to the support representative who will transfer your call to the TSE managing your case if they are available. If that TSE is not available, the support representative will record your contact information and have that TSE contact you once they are available. You may also update your open support Case via email to support@Runner EDQ.com with the Support ID/ Ticket Number or by (logging in to the MyRunner EDQ and adding a note to your case.

Case Closure

We will close a case under the following circumstances:

• We have provided a solution that addresses your problem
• You have told us that you no longer need us to work on the problem
• We both agree to close the case
• If we have repeatedly tried to contact you about your problem and you do not respond
• If we make a good faith determination that the problem is likely not resolvable even with the investment of reasonable time and resources
• If we determine that your software is operating materially in accordance with its documentation. We will consider your problem resolved if
• We have advised you to download a patch or software version upgrade that we believe will resolve your problem
• We have explained that we may consider addressing your problem in a future release
• We feel the problem is not caused by the Runner EDQ product
• If awork- around mitigates the issue
• We are closing your case for other reasons under our standard business processes.

If you still need assistance on the same problem after we have closed a case, you may open a new case, which we will cross-reference with your original case.

Response Times (based on severity levels)

Severity 1

A “Severity 1” or “Severity Level 1” means a problem has occurred where no workaround is immediately available in one of the following situations: (i) your production server or other mission critical system is down (ii) a substantial portion of your mission critical data is at a significant risk of loss or corruption.
Target response (following acknowledgement): within 2 hours.

Severity 2

A problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected. Essential Support target response within 4 hours.
Target response: within 4 hours

Severity 3

A problem has occurred with a limited adverse effect on your business operations. Essential Support target response by the same time the next business day.

Target response: by the same time the next business day

Severity 4

Problem where your business operations have not been adversely affected. Essential Support target response within the next business day.

Target response: within the next business day

Notes:

• Stated response times are targets and may vary.
• Response times for Cloud products may vary by product/service. Technical Support response times are separate to those related to the performance of the cloud product/service.

Escalation Process

To expedite the resolution or elevate the severity of a reported problem, Runner EDQ encourages customers to contact us directly by phone. This can be done by calling the customer support line at: (561) 395-9322.

Preparing Your Request

When contacting the Runner EDQ, please be ready to provide the following. Failure to provide this information may result in longer response times:

• A current, active case/ticket number
• Clear contact information in the event of call-back which includes:
  • Primary contact name
  • Primary contact telephone number
  • E-mail information
  • Alternative contact(s) in the event of unavailability of the primary contact

Software Best Practices

Recommendations

We recommend that you configure a test system and/or environment that can be used to validate configuration and settings before you install your software in a production environment. A test environment will also allow you to perform troubleshooting outside of your production environment. With respect to some of our more complex products, we may be better able to interface with you and resolve your issue, where you have configured such a test system and/or environment

Supported Configurations and Alternative (Unsupported) Configurations

We will provide technical support for our products when used in a supported configuration. Our products are designed to interoperate with many types of systems, applications, and hardware.

Sometimes a customer may choose to use our products in an alternative (unsupported) configuration, namely, an environment that has not been validated, approved, or verified to operate with our products or which does not support such products or only supports limited functionality. We do not support alternative configurations, and we have no obligation to provide technical support for products being used in an alternative configuration. Runner EDQ makes no warranty with respect to use of products in an alternative configuration and any such use is at your own risk.

A supported configuration might be converted into an alternative configuration where a vendor modifies one of its components that is part of the original supported configuration. Consequently, your product would then be operating in an alternative configuration. If you experience a problem with the product in an alternative configuration or if your problem deals with non-standard or non-public functionality (not documented in our manuals or other materials), that was not developed by Runner EDQ or an authorized consulting partner, please contact your Sales Representative or channel partner to determine whether any assistance is available through Runner Consulting and under what terms.

Optimal Software Performance

Runner EDQ encourages all users to install and configure software products properly and to adhere to security best practices. Customers are advised to always install the latest available upgrades and updates:

Software Version Upgrades

Software product customers with current Maintenance are entitled to receive software version upgrades (these do not include content updates) that become generally available during their Maintenance term at no additional charge. Software version upgrades include major releases and minor releases that are made generally available to the public during the Maintenance term for a specific license of software. Any option or future product that we license, and price separately will not be considered a software version upgrade.

As upgrades are released, you will automatically receive a version upgrade notification by email.

If you need assistance with the upgrade process, visit MyRunnerEDQ or contact Runner EDQ Customer Success at: support@runneredq.com. To ensure that your software performs at optimal levels, we recommend that you proactively apply applicable software version upgrades as they become commercially available.

Content Updates

Customers with current Maintenance are entitled to receive content updates that become generally available during their Maintenance term, at no additional charge. To better ensure that your software performs at optimal levels, we recommend that you proactively apply applicable content updates when (and if) they become commercially available.

Maintenance Policies and Information

Maintenance Policy Handbook

This policy handbook sets forth guidelines for doing business with Runner EDQ and describes Runner EDQ’s policies relating to the new purchase and renewal of entry-level Maintenance offerings for Runner EDQ’s hardware and software (on-premises) products.

Maintenance Offerings Overview

Runner EDQ provides a range Maintenance support. A summary is provided below. More detailed information is available on Runner EDQ.com.

On-premises Software Products (Licensed & Subscription)

Support/Maintenance: Support includes the following deliverables as standard for the Maintenance or Subscription term:

• Security Content Updates (for products that require such updates)
• Version Upgrades
• Product updates (patches, enhancements, fixes). Depending on where the software is in its product life cycle, customers will receive or have access to bug fixes and patches to address problems with the software (Runner EDQ may provide the customer with a hot fix to address an issue specific to the customer; or the customer may download certain patches or bug fixes from our knowledge base).
• Technical support by phone and online – Runner EDQ will provide support on a continuous efforts basis upon the customer’s request for severity level 1 cases only (only upon request and per definition provided in the continuous efforts section of this guide). Customer will have access on a 24x7x365 basis to the Runner EDQ technical support website.
• Online resources
  • MyRunner EDQ (first time users will need to create an account)
  • Support Knowledge Base
  • Connect (coming soon)
  • Customers may designate up to four (4) designated contacts per title of software.

Multi-Vendor Support

Runner EDQ has a broad range of multi-vendor collaborative support arrangements. Runner EDQ will typically leverage these collaborative support arrangements if our customers experience interoperability problems between Runner EDQ software and products from other vendors.

If we determine that the problem may be related to a product from a vendor that we do not have a cooperative support relationship with, we may ask you to request such vendor to work with us to address the problem. If the issue relates to the third-party product and not to the Runner EDQ product, then the third-party vendor (and not Runner EDQ) will determine the progress and resolution of that issue. In the event your issue relates to another vendor’s product and not to your software, then we may transfer your issue to that vendor. In such cases you will need to work directly with that vendor to resolve your issue.

Non-technical Enquiries

The Runner EDQ Customer Success team responds to non-technical licensing and serialization questions related to Runner EDQ’s enterprise products. These may include license activation, software version upgrades, product access and renewals. Should you require assistance in any of these areas, please submit an inquiry to Runner EDQ Enterprise Customer Success at: support@runneredq.com.

Renewals

A Maintenance term is typically 12 months. A renewal is an extension of your Maintenance term for a specified renewal period of 12 months or longer. You will not be entitled to receive any technical support once your Maintenance expires. However, you may still access our online knowledge base and those bug fixes and patches that we make generally available to all licensees regardless of whether that licensee has current Maintenance. For more information on renewals, refer to the Maintenance Policy Handbook or submit an inquiry to support@runneredq.com.

Third-Party Products

Runner EDQ may offer to sell third-party support for certain third party branded products. If our customer elects to purchase such third-party products and third-party branded support, such support will be provided solely according to the terms and conditions of the applicable support agreement with that third party. The information published here will not apply to the delivery of such third party branded technical support.

Support for Acquired Products

This handbook does not cover any offerings other than Runner EDQ’s commercially available products.

Runner Consulting and Billable Support Information

Equip your enterprise with a single point of accountability and security expertise when and where you need it. For more information about our portfolio of Runner EDQ’s Consulting services please email customersuccess@runneredq.com.

Here are a few examples of the types of support that is considered Runner Consulting & Billable Support.

Note: These examples are relative to Runner EDQ’s products and services only.

• Setting up your Oracle environment, Runner Consulting Services can provide (limited) remote DBA/System Admin duties
• Any Oracle/ SQL Server DB
• Any PL/SQL and T-SQL programming
• Any non-supported integrations
• Front end HTML apps
• Operating System – level calls (COM_Object, Unix_Shared_Object, or etc)
• Customer Integration (Enterprise Applications, Commerce Applications, Proprietary Applications or Customer Applications)
• Data corrections caused by bad data practices or failing to abide by industry standards
• PHP, Python, Ruby, or etc (Can be written using the code in “COM_Object” as a starting point)

If you are interested in any of the above services, contact Customer Success at (877) 784-0003, press option 3, or email customersuccess@runneredq.com for pricing or additional information.