Technical support & Software
maintenance description
Three classes of technical
support and software maintenance are offered (Gold,
Silver and Standard). The table below indicates the
support services expected for each support class:
| Support class |
GOLD |
SILVER |
STANDARD |
| Software update |
Yes |
Yes |
Yes |
| Number of contacts allowed from customer |
Unlimited |
6 |
3 |
| Critical problem call back |
Within 1 day |
Within 3 days |
Within 7 days |
| Non critical problem call back |
Within 1 day |
Within 7 days |
Within 14 days |
| Status review of open support requests |
Monthly |
Monthly |
None |
| Support audits |
2 per year |
1 per year |
None |
| Named support Engineer |
Yes |
No |
No |
| Number of incidents supported in 12-month contract
period |
Unlimited |
Unlimited |
Unlimited |
 Technical
support & Software maintenance price list / Order
|
