End User Support Contract Level 3
End User Level 3 support offers:
- All of the items included in level 2, plus:
- Remote support to identify problems directly in your environment
- Escalation support to enable you to raise the priority of any defect
- Creation of emergency patches to provide a workaround in the case of a defect which cannot be otherwise resolved within the service level
- Unlimited number of support calls
Response times:
- Critical Defects: 1 Day
- Other Severities: 2 Days
Fix/workaround times:
- Critical Defects: 8 Hours
- Severe Defects: 24 Hours
- Medium Defects: 2 Weeks
- Minor Defects: 1 Month
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