A question that comes up regularly is “what does restricted support mean”? To start let’s remind ourselves that the maintenance agreement is applicable to the licensed IFS Application and not a specific version. Customers with an active maintenance agreement have access to the latest version available and maintenance is delivered in full for that version (standard support phase). Support is always delivered for the version a customer has in productive use however, if this version is under restricted support, there are limitations in the maintenance deliverables. In order to explain the details a bit more we need to look at two of the many objectives of a software maintenance agreement. Firstly ‘support’ is the reactive engagement to receive, accept and handle a case where a customer has encountered a problem. This problem is investigated and analysed, assistance to service restoration is provided and path to resolution is determined. In cases where the cause of this issue is an
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