Open Rate open source rating and mediation

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 for Critical Defects
• Unlimited support calls

Response times:

• Critical Defects: 30 minutes, 24 x 7
• Other Severities: 1 Day, UK Business Hours

 
Fix/workaround times:

• Critical Defects: 8 Hours, 24 x 7
• Severe Defects: 1 Day, UK Business Hours
• Medium Defects: 2 Weeks
• Minor Defects: 1 Month

 
Consulting Hours:

• This support level offers 200 consulting hours as part of the plan.