Skip to content

Program Requirements

In this article

I. Categories of Support

Actian Software relies on a range of other commercial and non-commercial Third Party Software to perform its function. This document describes the support that customers can expect for various configurations of Actian Digital Experience, other Actian Programs and Third Party Software.

While Actian cannot reasonably describe all possible configurations that a customer might choose to use, Actian tests Actian Digital Experience with a prescribed list of other Actian Programs and Third Party Software during the development of a new release. This document describes the level of support that Customers can expect for various configurations of Actian Digital Experience, other Actian Programs and Third Party Software.

Actian only provides Support for configuration and problem determination of Third Party Software that is supplied with HCL’s Programs. In all other cases, it is your responsibility to obtain configuration assistance and support for Third Party Software yourself. In those cases, if Actian determines that a problem reported to Actian is caused by Third Party Software, we will ask you to engage directly with your service provider to obtain support or assistance.

Note

The statements in this document reflect the general level of Support that can be expected for Actian Digital Experience in accordance with the ActianSoftware Support Guide. Nothing in this document shall be construed as supplementing, modifying, or superseding the terms of your Actian Master License Agreement, or other applicable agreement, for Actian Digital Experience, nor shall it create any obligation for Actian to deliver a level of support other than that provided under a relevant Actian agreements.

Categories of Support

For support purposes, we define three categories of configuration:

  • Supported Configuration

    A “Supported Configuration” is a combination of Actian Programs and other Third Party Software (usually at a specified version, release, fix or specification level) that has been validated by HCL.

    Actian provides full Support for Actian Programs configured within this category. Support is provided under the terms of the Support Guide, to ensure that the Program operates within its specifications.

  • Unsupported Configurations

    An “Unsupported Configuration” is a combination of Actian Programs and Third Party Software (usually at a specified version, release, fix or specification level) that is known to not work with Actian Digital Experience and is therefore not supported.

    Actian does not provide support for Unsupported Configurations. Resolutions to deficiencies or incompatibilities found in Unsupported Configurations are not generally available.

    Customers can seek assistance on an additional fee basis from Actian services, from an authorised Actian Business Partner or from another service provider provided such services fall within the terms and conditions of use under the license grant of the relevant Actian agreement.

  • Other Configurations

    Many configurations of Actian Programs and other software exist that are not explicitly listed in “Supported Configurations” or “Unsupported Configurations”, but which can reasonably be expected to perform within the accepted bounds of reliability, function, and performance.

    Configurations that fall into this category typically substitute Actian Programs or Third Party Software listed in the “Supported Configuration” for similar software. This may be a newer fix level of the Actian Program or Third Party Software or other Third Party Software product that adheres to a supported specification. For example, this could be a newer WebSphere® Application Server (WAS) fix pack, an LDAP server that adheres to that standard or an external security manager that integrates via public APIs.

    Customers may access Actian Support for “Other Configurations”. In these scenarios Actian will provide Support at its discretion only.

    During problem determination Actian Support will determine if the problem exists in a Supported Configuration, if a resolution can be provided, or if this is an Unsupported Configuration.

    Resources for problem determination are applied until Actian either provides a solution to the issue, determines that a solution is not commercially reasonable, or determines that the issue is caused by the substituted Actian Program or Third Party Software and does not exist in a Supported Configuration.

    If Actian is not able to resolve the problem on the customer configuration in question, then customers may choose to explore alternative solutions on an additional fee basis from Actian services, from an Actian Business Partner or from another service provider within the terms and conditions of use under the license grant of the relevant Actian agreement.

    One possible outcome of a problem in this category is that Actian determines the configuration not to work, and will update the list of Unsupported Configurations accordingly.

Feedback: