Definitions

SMUA. Support, Maintenance, and Upgrade Assurance.

Customer. An end user of the Product.

Product. The 1Ci software licensed to Customer.

Partner. A legal entity that has an agreement with 1Ci or 1Ci Partner. 

Initial response. A response from the technical support that includes a solution to the problem, clarification questions, or the estimated issue investigation time.

Initial response time. The number of hours (or days) elapsed between the time a Customer submits a ticket and the time a support engineer responds to Customer (measured in business hours).

Bug. A problem with the Product to the extent that it fails to comply with the documentation provided by 1Ci.

Feature request. A request to add new functionality or modify existing functionality.

Out-of-the-box. A feature or functionality of Product that works immediately after or even without any special installation, any configuration, or modification.

Major release. A product release that provides new or additional features and/or functions. In a major release, the third part of the version number is incremented: x.x.X.x.

Maintenance release. A product release that provides bug fixes, corrections, patches, and/or updates of Product. In maintenance releases, the fourth part of the version number is incremented: x.x.x.X.

Service-level agreement (SLA). A commitment between 1Ci and the Partner.