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:

  • Critical Defects: 1 Day
  • Other Severities: 2 Days

Fix/workaround times:

  • Critical Defects: 8 Hours
  • Severe Defects: 24 Hours
  • Medium Defects: 2 Weeks
  • Minor Defects: 1 Month