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