Landmark Lighting D20R2-06/99 - Manual (Page 105)

Note If a Landmark technician requests your supporting documentation
and does not receive it within two weeks, your activity is closed
automatically.
Changing the
Priority of an
Activity If the impact of a reported problem becomes more severe, you can
escalate the priority of an activity in one of two ways:
• Although Landmark strictly follows its severity level
definitions when assigning a severity level to a problem, you
can request that your problem be given a higher priority, based
on how important resolution of the problem is to your
business. The technician documents this in the activity record
and notifies the appropriate manager. Increasing the priority
of a problem does not necessarily increase its severity level.
• Contact the following levels of management to either escalate
the priority of your activity or express any concerns you may
have: service manager, Director of Customer Services, Vice
President of Development and Customer Services, or President
of Landmark Systems Corporation. After reviewing the details
of your situation, the problem can be assigned a higher priority,
as appropriate. We use an activity’s priority to schedule
resources to resolve the problem.
If a problem becomes less severe, contact Customer Services with
the activity number and request that they assign the activity a
lower priority or close it.
Product Support
Policy Landmark fully supports the current release and one previous
release of each of its products. Landmark cannot, however,
support all releases of its products indefinitely.
Sunset Support
Policy Once Landmark announces the general availability (GA) of a
product release, it provides support for the previous release for a
minimum of six months. Landmark supports older releases of its
products for as long as practical, but not indefinitely.
Announcements regarding our support plans for various product
releases are made in our quarterly online newsletter, The Landmark
Monitor. Once programming support for a product release is
withdrawn, Landmark no longer supplies fixes for problems nor
accepts enhancement requests for that release.
When a vendor announces the end of support for system software
or a hardware configuration on which Landmark products rely,
Landmark will make a similar announcement to customers
regarding the support plans for its products. Landmark’s support
for problems affected by system software release levels will
terminate when the vendor no longer supports their hardware or
software.
Chapter 4: Support and Maintenance Product Support
The Monitor for MVS 2.0 4-7
System Administrator’s Guide