support

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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:

SI Support Contract Level 3

Systems Integrator 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:

SI Support Contract Level 2

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:

Contact Us

We're happy to hear from you using any of the means listed below:
 
Linked In OpenRate Community

You can get in touch with us on the LinkedIn OpenRate community group at http://www.linkedin.com/groups/OpenRate-community-4536497.
 
Support Ticket
Please use our support system to drop us a note.
 
Live Support

Ad hoc Jbilling support

We are able to provide hourly support services to work on any aspect of your work with jbilling as a result of our extensive experience in jbilling implementation.

 

Please contact us for pricing for ad hoc support, but as a guideline, we charge $70 (USA and rest of world) or €50 (Europe) per hour for ad hoc support. 

 

Please contact us for more information.

Ad hoc OpenRate support

We are able to provide hourly support services to work on any aspect of your work with OpenRate, without the need for a support contract. Please note that because support contracts also contain a number of "ad hoc support hours" it may be cheaper to directly take out a support contract and use the hours from that.

 

Please contact us for pricing for ad hoc support, but as a guideline, we charge $70 (USA and rest of world) or €50 (Europe) per hour for ad hoc support.

 

Buy OpenRate

This section is the portal for people who want to make their OpenRate experience more rich and rewarding, by taking advantage of the high quality commercial services that we offer, in addition to the basic license fee, which now applies for all installations of OpenRate:

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:

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:

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:

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