SI Support Contract Level 4
Systems Integrator 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
- Unlimited support calls
Response times:
- Critical Defects: 30 minutes business hours, via email, Instant Messenger or Telephone
- Other Severities: 1 Days business hours, via web
Fix/workaround times:
- Critical Defects: 8 Hours
- Severe Defects: 24 Hours
- Medium Defects: 2 Weeks
- Minor Defects: 1 Month
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