First- and Second-Level obligations of partners

We would like to bring to your attention that partners working with our products have certain obligations and tasks to provide as part of their role:

  • Independent investigation of the issue reported by the end customer. This includes checking for reproducibility, scenarios in which the issue appears as well as excluding possible handling errors
  • Independent testing of the solutions provided by us on the affected environment.
  • Training of the end customer in the configuration and handling of our products
  • Consulting the respective manuals and documentation for our products
  • Independent and proactive knowledge building regarding the configuration, handling and problem solving of our products
  • In the case of a larger difference in version (0.20 or more compared to the current version): Testing the issue with the current versions of the products
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