Gametize Enterprise Plan: Support Hours Policy
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All Gametize Enterprise Plans are bundled with specific number of Support Hours (please see pricing.gametize.com).
1. All Support Hours must be utilized every 12 months from start of subscription, either through Servicing (e.g. customizations, project management, requests) or Maintenance.
2. When there is no Servicing, Maintenance will be the default activity for use of Support Hours.
3. Maintenance can come in the form of:
All Gametize Enterprise Plans are bundled with specific number of Support Hours (please see pricing.gametize.com).
1. All Support Hours must be utilized every 12 months from start of subscription, either through Servicing (e.g. customizations, project management, requests) or Maintenance.
2. When there is no Servicing, Maintenance will be the default activity for use of Support Hours.
3. Maintenance can come in the form of:
a. Server Application Updates (i.e. Tomcat)
b. Platform Updates for Frontend and Backend (i.e. Gametize)
c. Monitoring for abnormalities in feature sets, server utilization, security
d. Adjustments of Server Settings to ensure optimal performance
4. Gametize will utilize the hours over the 12 months for above mentioned reasons, if they are not using them for any specific purposes.
5. Gametize can waive off hours used for maintenance over 12 months should these hours need to be utilized for any Servicing (we will utilize the Support Hours first, before the Service Hours, in order to ensure Support Hours are not carried over). With this gesture, our clients can be assured they can use these hours for Servicing if needed.
b. Platform Updates for Frontend and Backend (i.e. Gametize)
c. Monitoring for abnormalities in feature sets, server utilization, security
d. Adjustments of Server Settings to ensure optimal performance
4. Gametize will utilize the hours over the 12 months for above mentioned reasons, if they are not using them for any specific purposes.
5. Gametize can waive off hours used for maintenance over 12 months should these hours need to be utilized for any Servicing (we will utilize the Support Hours first, before the Service Hours, in order to ensure Support Hours are not carried over). With this gesture, our clients can be assured they can use these hours for Servicing if needed.
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From Vicott Wong, Backend Lead.
Benefits of regular Platform Updates:- Economies of scale when updating platform codes of multiple platforms together
- Code changes are usually still fresh in our minds, which leads to lower difficulty of updates, i.e. less time taken.
- Ensures better security standards when maintenance is done regularly
Disadvantage of irregular updates:- Permission needed adds workflow overheads and lower efficiency. It becomes a logistical nightmare if just half of our clients request for this process.
- Platforms with heavy customisation tend to be a lot more complex when updates are done irregularly (concept of 1 + 1 = 3).
- Potential delays when there is a need to perform major updates that are irregular, e.g. some projects usually take 1 to 3 weeks of preparation and testing phases.
Examples:- Project 1 (CH with heavy customizations): about 30 hours spent on updates in the past year.
- Project 2 (CF with heavy customizations): about 25 hours spent on updates in the past year.
when updates were less regular (could be as bad as 50 hours per year). - Other Projects: mostly 0.5 to 3 hours per year (exceptions may arise from complexity of customisations).
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