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Glossary for Service Level Guidelines
Configuration Issue
Issue classified as standard support service provided (Detailed in Section 1). Issues, questions, and requests that arise with features with Aspenware supported systems as specified in Aspenware’s Documentation. The resolution of this issue type is handled solely within the service team and can be resolved using Aspenware Commerce or Arrival Admin and does not require custom SQL knowledge or DB updates.
Infrastructure Issue
Issues classified as a standard maintenance service provided, such as Upgrade-related activities, or issues and questions with Infrastructure and/or Azure. The resolution of this issue type requires technical expertise, and/or the DevOps team to complete. This issue type is not resolved within Aspenware Commerce or Arrival Admin, but resolved by updating config files, running SQL, Azure updates, initiating upgrades, and more.
Software Defect
Issue classified as a reproducible defect in the Supported Program or Documentation when operated on a Supported Environment which causes the Supported Program not to operate substantially in accordance with the Documentation. The resolution of this issue type requires the development team and the release of a new code version in order to complete.
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