Open Rate open source rating and mediation

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