Open Rate open source rating and mediation

End User Level 1 support covers the following items:

• Configuration matters relating to the installation of the Software
• Configuration matters relating to using the GUI to perform an administrative task in the Software
• Determination and/or isolation of a defect relating to the Software in its general usage within a particular scenario
• General Advice about the system
• Brief Ad Hoc training
• All notifications to be perfomed via web
• Support provided 5x8 UK Business Hours
• Limited to 20 support calls per year

Response times:

• 2 Days

Fix/workaround times:

• Critical Defects: 2 Days
• Severe Defects: 1 Week
• Medium Defects: 2 Weeks
• Minor Defects: 2 Months

Consulting Hours:

• This support level offers 20 consulting hours as part of the plan.