Contact 29West Support

Europe

If you are a current 29West customer in Europe with a support issue, please e-mail us at support@29West.com or call the support team during our standard support hours at +44(0)207-763-7002.

U.S.

If you are a current 29West customer in North America with a support issue, please e-mail us at support@29West.com or call the support team during our standard support hours at 630-836-2990 (x300)

Asia/Pacific

If you are a current 29West customer in the Asia/Pacific region with a support issue, please email us at support@29West.com or call the support team during our standard hours at +81(0)3-6860-4692.

Software Maintenance Program

29West offers a range of support plans to meet the needs of our customers. Our standard support hours are from 08:00 GMT to 23:00 GMT, Monday-Friday except on days that the U.S. Financial Markets are closed. These hours are designed to support the North American and European Markets. We also offer extended support hours on a per-customer basis under an extended support agreement. The following is an overview of our base Software Maintenance Program.

1. Software Maintenance Service
   • Software Maintenance Service is provided for all 29West Software covered by a valid Software Licensing Agreement, for customers who are current in their support payments and includes:
     • Delivery of all new upgrades of the software purchased as developed and made available by 29West for general distribution. New upgrades (including documentation) will be sent to the customer within thirty (30) days of the general release date.
     • Help Desk dedicated phone line support as detailed below.
     • Elimination of any defect in the software that materially and adversely affects the efficiency or use described in 29West's written specifications or other such specifications as mutually agreed. Maintenance is defined as the work through to completion necessary to eliminate these defects.
     • Delivery of all engineering changes and operating revisions.

     Note: Software Maintenance Service specifically excludes maintenance of integrated packages using 29West Software, created by the customer. The Customer must work to reproduce bugs or other reported problems with a concise example on a 29West supported platform.

2. Basic Support Services
   • Basic Support Services include the following:
     • Assistance related to questions on the operational use of 29West Software
     • Provision of telephone support for assistance in identifying and resolving problems as detailed below
     • Assistance in the installation of 29West Software
     • Advice on workarounds for identified errors or malfunctions where reasonably available
3. Basic Telephone Support Services
   • Help Desk dedicated phone line support for 29West Software is provided during the hours of 08:00 GMT to 23:00 GMT, Monday-Friday (except on days that US financial markets are closed). Outside of these hours, this service will be provided on a best effort basis. This service will be provided at no additional charge to the Maintenance Services Fee. Alternatively, customers may use the U.S. mail, e-mail, World Wide Web access, or other services to communicate with 29West. 29West guarantees to respond to a Basic Support Service request within two (2) hours and will provide a response in accordance with the response times indicated below. 29West shall provide trained, experienced and professionally competent technicians to provide telephone support and remote diagnostics on a customer's licensed Software.
4. Emergency Support Services
   • Emergency Support will be provided for any 29West Software errors which render a system inoperable or impair its performance significantly (Severity One Level as specified below). 29West shall assist in identifying and verifying the causes of suspected errors or malfunctions (reasonably believed to be caused by 29West Software) which has rendered the system inoperable. Emergency support will be available 08:00 GMT to 23:00 GMT, Monday to Friday (except on days that US financial markets are closed), Outside of these hours, this service will be provided on a best effort basis with a target response time of less than thirty (30) minutes. Upon receiving the call at the Emergency Support Center, a 29West representative will return the call to the customer and commence the problem resolution process.
5. On-Site Support Services
   • On-site support of 29West Software shall be available to the customer at an additional charge and is provided by trained 29West engineers.

Response Levels & Problem Resolution Depending on the severity classification of the error or defect in the Software Maintenance and Support Services as defined below, 29West shall provide the customer a correction or otherwise remedy the error or defect as per the response times listed below. This support provision is dependent on the customer providing 29West with a concise example program that reproduces the error or defect on a 29West supported platform.

1. Severity Classification
   • When a customer reports a problem or incident, 29West will, in consultation with the customer, first classify the problem or incident according to its severity and nature. It will then be logged in 29West's problem tracking system. The following classification scheme will be used to categorize problems:

     Classification	Criteria
     Severity 1	Business Critical Failures: An error or failure which materially impacts the functions of the business, prevents all useful work from being done or which disables major functions from being performed.
     Severity 2	System Defect with Workaround: Either a critical error for which a work around exists or a non-critical error that significantly affects the functionality of the Software.
     Severity 3	Benign Error: An isolated or benign error, or a Software enhancement request. This is an error which does not significantly affect the functionality of the Software, disables only certain non essential functions and does not materially impact system performance.

2. Response Levels
   • 29West employs the following response level classifications.

     Response Level	Description
     1st Level	Telephone acknowledgment of receipt of report of an error or problem and commencement of problem resolution.
     2nd Level	Patch or work around (program or manual), or temporary release or update release, which allows the user to continue to use all functions in the Software in all material respects.
     Final Level	Official fix, update or release.

3. Problem Resolution
   • Upon receipt of a report of an error or problem from the customer, 29West shall take prompt corrective action to remedy the reported error or problem as follows within the following time periods (during the business hours defined above):

     Classification	First Level
     Severity 1	Under 30 minutes
     Severity 2	Under 2 hours
     Severity 3	Within 2 hours

Other Services
We are also pleased to offer our customers a range of integration support and consulting services to assist in the delivery of the production system. This assistance can range from 29West messaging training sessions, to network design and systems level architecture review, to developing or integrating your applications using 29West software as the messaging layer.