End User Support Contract Level 1
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
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