service agreement
SI Support Contract Level 4
Systems Integrator Level 4 support offers you:
- All of the items included in level 3, plus:
- Identification and resolution of performance problems
- Remote upgrades to your installation, (with full backup and rollback support)
- 24 x 7 support with 30 minute response time
- Unlimited support calls
Response times:
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- 303 reads
SI Support Contract Level 3
Systems Integrator Level 3 support offers:
- All of the items included in level 2, plus:
- Remote support to identify problems directly in your environment
- Escalation support to enable you to raise the priority of any defect
- Creation of emergency patches to provide a workaround in the case of a defect which cannot be otherwise resolved within the service level
- Unlimited number of support calls
Response times:
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- 326 reads
SI Support Contract Level 2
Systems Integrator Level 2 support offers:
- Second and Third line support, liasing through your first line support team
- Support to your developer teams about development matters relating to the modification or extension of the software
- General clarifications about the internal architecture and structure of OpenRate
- Limited to 40 support calls per year (per agreement, not per client site)
Response times:
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- 320 reads
End User Support Contract Level 3
End User Level 3 support offers:
- All of the items included in level 2, plus:
- Remote support to identify problems directly in your environment
- Escalation support to enable you to raise the priority of any defect
- Creation of emergency patches to provide a workaround in the case of a defect which cannot be otherwise resolved within the service level
- Unlimited number of support calls
Response times:
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- 376 reads
End User Support Contract Level 2
End User Level 2 support offers:
- All of the items included in level 1, plus:
- Support to developer teams about development matters relating to the modification or extension of the software
- General clarifications about the internal architecture and structure of OpenRate
- Critical Defects can be notified by email, Instant Messenger or Telephone
- Limited to 40 support calls per year
Response times:
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- 427 reads
End User Support Contract Level 1
End User Level 1 support covers the following items:
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- 615 reads
