Scheduled/Unscheduled Aspenware Related Infrastructure Configuration Changes

Aspenware must be informed of all impactful Aspenware Related Infrastructure changes completed by the customer 5 business days in advance or as soon as possible if unscheduled.

• Requests for changes within business hours and after-hours on-call period - Aspenware can participate to help update its platforms for scheduled and routine infrastructure changes that occur within standard business hours (8 am - 5 pm Monday - Friday, Holidays excluded). These must be scheduled 10 business days in advance with Aspenware.

• Requests for changes within the after-hours on-call period - Customers can request professional services to have Aspenware’s participation in networking/infrastructure changes to help update its platforms for scheduled and routine infrastructure changes that occur outside of business hours but within our on-call period (8 am - 8 pm Mountain Time). These requests must be scheduled 10 business days in advance and professional service fees will be charged for all activities completed outside of standard business hours.

  • Requests that are not related to Aspenware Platforms but that customers would like to have Aspenware support for, such as an RTP|One upgrade, can be requested but will always be charged professional service fees, even if the migration time is during business hours. Aspenware’s participation in these events is at Aspenware’s sole discretion.

• Requests for changes outside of business hours and after-hours on-call period - Networking/infrastructure changes made outside of after-hours on-call windows and business hours will not be considered. For example, if the customer is making changes at 2 am, the Aspenware portion could be completed starting at 8 am the next morning.