Cog Systems

D4 Secure Dedicated Support

Cog Systems will provide dedicated software support for our customers. This support is intended to provide Tier 3 support personnel access to software support for the D4 Secure Product line. This does not include support for the end customer, it is assumed contracted entity will be providing this. This service is provided under the following terms:

  • Tier 3 technical support for “D4 Secure Products” – responding to the contracted customers Tier 2/3 support only
  • Software releases for defect corrections of severity 1 and 2 defects and Security Vulnerabilities only
  • Maximum of 2 releases per year, excluding Security Vulnerabilities
  • Debugging or isolation of troubles at Tier 3 (problem isolated to Cog Software)
  • Annual support on a per device or SDK basis – minimum of 1 FTE available 8X5 Normal business days AEST
  • Dedicated support desk phone number 5X8 NBD AEST
  • Email Support System for trouble tickets and communication on resolution
  • Response times will be same business day(4 hr. target) for acknowledgement of trouble, 24 hours for work around response or resolution timeline –
  • TARGET, Critical Software releases will be based on the agreed timeline.