Support Policy

IBM Content Navigator, FileNet P8, Content Manager and Case Manager software are now part of a continuous development cycle thus increasing the velocity and frequency of releases. As such, the frequency of new releases that introduce major features is every increasing. It is the support policy of enChoice to certify the latest KwikWork software on the current release of IBM software and the two previous versions. The certification release dates will vary based on the scope of the changes that are included in each release of the prerequisite IBM software. The time for certification of KwikWork software will vary between 3 to 9 months from the release of IBM required software. Please contact the enChoice support department for guidance if an upgrade is planned or required.

 

Reporting enhancements or software issues

Any enhancement request or software issue should be reported to enChoice support for customers that are beyond the implementation/installation period or the Professional Services/Managed Services representative that is engaged on your particular project/installation.  Any enhancement or software issue reported will be categorized by severity and then evaluated for a release based on the following categorization:

Issue Severity

Blocker - Impacts a production system and application is unusable

Critical - Impacts a production system and application but a usable workaround is possible

Major - Impacts a production system, but does not prevent the the use of the system or use of features

Minor - Impacts a non-production system or enhancement request

Release schedule

Blocker - Hot-fix will be issued in an expedited manner, once issue is assessed

Critical - Service pack - quarterly release 

Major - will be rolled into a maintenance release of the product - 8 to 12 month release cycle 

Minor - Will be evaluated and prioritized for each release - varies

 

Note:  enChoice reserves the right to adjust dates, release definitions, and schedules.