End User Support Contract Level 4

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 for Critical Defects
  • Unlimited support calls

Response times:

  • Critical Defects: 30 minutes, 24 x 7
  • Other Severities: 1 Day, UK Business Hours

Fix/workaround times:

  • Critical Defects: 8 Hours, 24 x 7
  • Severe Defects: 1 Day, UK Business Hours
  • Medium Defects: 2 Weeks
  • Minor Defects: 1 Month