End User Support Contract Level 2

End User Level 2 support offers:

  • All of the items included in level 1, plus:
  • Support to developer teams about development matters relating to the modification or extension of the software
  • General clarifications about the internal architecture and structure of OpenRate
  • Critical Defects can be notified by email, Instant Messenger or Telephone
  • Limited to 40 support calls per year

Response times:

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

Fix/workaround times:

  • Critical Defects: 1 Day
  • Severe Defects: 2 Days
  • Medium Defects: 2 Weeks
  • Minor Defects: 1 Month