The figure below illustrates the relative frequency of error conditions for a typical application

Error corrections included

Which error corrections are included depends on the error source and the support level:

Product Errors are covered by all support levels (Bronze – Platinum).

Application Errors are covered by the Silver, Gold and Platinum levels.

Out-Of-Spec Operation generally requires an application or hardware upgrade. In all cases where a temporary workaround is possible, this is covered by the Platinum level.

Data Errors generally requires corrections to the source data. In all cases where a temporary workaround is possible, this is covered by the Platinum level.

External Errors are not covered by Apptus support agreements and are excluded from the Platinum level uptime guarantee.

Service levels   | Service descriptions  | Error sources