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Problem Resolution Services
OpenX Problem Resolution Services provide assistance for problems with
specific symptoms encountered while using a OpenX product, where there is a
reasonable expectation that the problem is caused by the OpenX product. Problem
Resolution Services are delivered on an incident basis.
A Problem Resolution incident is defined as a single support issue and the
reasonable effort needed to resolve it. A single support issue is a problem
that cannot be broken down into subordinate issues. If a problem consists of
subordinate issues, each shall be considered a separate incident. If a problem
is determined by OpenX to be the result of a defect in an OpenX product, the
customer will not be charged for that incident.
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Advisory Services
OpenX Advisory Services is a remotely-delivered, consultative support option
that adds the element of proactive support, providing a comprehensive result
beyond your break-fix product maintenance needs.
OpenX Advisory Services provides short-term advice and guidance for problems
not covered by Problem Resolution Service as well as requests for consultative
assistance for design, development and deployment issues.