TECHNICAL SUPPORT SERVICES

CAFTA Standard Support Service

A CAFTA software sublicense agreement usually incudes Polestar's technical support service.  This support is provided free for an initial period (usually 12 months), followed by periodic renewals (usually annually).

Polestar support works on a 3-tier triage system:

• Tier 1 -- questions that can be addressed by Polestar's commercial team.  Typical questions are about license terms and access to software setup media.
• Tier 2 -- questions about CAFTA use that go beyond what's available in the CAFTA User Manual.  These are addressed by Polestar's technical support team.
• Tier 3 -- questions about product defects or feature requests that require access to product source code.  Polestar forwards these to the software development team at EPRI, and relays EPRI responses back to customers.

Some limitations on this service:

• Support is limited to the 'current version' of CAFTA.  Polestar follows EPRI's product sunset policy which is to support the current version plus the most recently superseded version for 12 months.
• Support service level is to respond within 15 days following receipt of a customer question.
• EPRI controls software production and makes all the decisions about the timing and scope of product releases.  EPRI, and by extension Polestar, have no contractual obligation to address product defects.
• Support is limited to 'commercially reasonable effort' which excludes user training, IT and cybersecurity support, and advising about the technical details of interface points with other software products (e.g., importing fault trees).