SI Support Contract Level 2

Systems Integrator Level 2 support offers:

  • Second and Third line support, liasing through your first line support team
  • Support to your developer teams about development matters relating to the modification or extension of the software
  • General clarifications about the internal architecture and structure of OpenRate
  • Limited to 40 support calls per year (per agreement, not per client site)

Response times:

  • Critical Defects: 1 Day business hours, via email, Instant Messenger or Telephone
  • Other Severities: 2 Days business hours, via web

Fix/workaround times:

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