Landmark Lighting D20R2-06/99 - Manual (Page 106)

Premium Sunset
Support Policy Supporting sunsetted releases is a costly practice and is impossible
for Landmark to do when the operating system or subsystem
Landmark products require to provide support are no longer
supported by their respective vendors.
Between the time Landmark sunsets a product and the time it
becomes impossible to support the release, you can request a price
for premium sunset maintenance. These additional maintenance
fees are used to cover our additional support costs, such as
maintaining old systems, and to allow more time to resolve
requests for service.
Premium sunset support contracts must be for a specified period of
time (a minimum of six months). The money-back guarantee will
not be valid if we find that we do not have the resources needed to
find solutions to problems.
Product Maintenance
This section discusses:
• How Landmark distributes maintenance
• Electronic Customer Service system
• Proactive maintenance policy
• Hiper policy
• How to submit a product enhancement request.
How Landmark
Distributes
Maintenance We distribute our products in object code format. We do not
provide source-based code to anyone outside of Landmark. Source
code and the methodologies of data extraction are considered
proprietary information. To protect your investment and support
contractual requirements, source is archived.
We distribute maintence for our mainframe products
(PerformanceWorks for MVS and OS/390 and PerformanceWorks for
VSE) and distributed products (PerformanceWorks for Distributed
Products) as described in the following sections.
Mainframe
Products Periodically, Landmark publishes a base Performance Series for
MVS, PerformanceWorks for MVS and OS/390, or PerformanceWorks
for VSE tape for all Landmark MVS or VSE products. For MVS
products, all installation and maintenance is performed using
SMP/E. For VSE products, we provide a single tape in unloaded
format.
Landmark also publishes MVS and VSE cumulative maintenance
(CUM) tapes periodically containing all known maintenance for the
products. The availability of all of these base and CUM tapes
ensures that you can obtain the most up-to-date release of any
Landmark MVS or VSE product.
Product Maintenance Chapter 4: Support and Maintenance
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