Support > Support offerings > Support programs
Software maintenance | | | Premium | Standard | Basic | | Bug fixes | All - automated | All - automated | All - automated | | Updates | All - automated | All - automated | All - automated | | Upgrades | All | All | All | | Update method | AutomatedInline updates enabled. Updates downloaded automatically and no re-install required. | AutomatedInline updates enabled. Updates downloaded automatically and no re-install required. | AutomatedInline updates enabled. Updates downloaded automatically and no re-install required. | Contacting technical support | | | Premium | Standard | Basic | | Web support | Yes | Yes | Yes | | Email | Yes | Yes | Yes | | Phone | 24/7/365 | 8/5 Business days | No | Incident response targets | | | Premium | Standard | Basic | | Service hours | 24/7/365 | 8/5 Business days | 8/5 Business days | | Priority 1 | 1 hourProblem solving on a continuous basis until the problem has been resolved. | 2 hoursProblem solving on a continuous basis until the problem has been resolved. | 4 hoursProblem solving during office hours. | | Priority 2 | 2 hoursProblem solving on a continuous basis. | 4 hoursProblem solving during office hours. | 8 hoursProblem solving during office hours. | | Priority 3 | 24 hoursProblem solving during office hours. | 24 hoursProblem solving during office hours. | 36 hoursProblem solving during office hours. | | Priority 4 | 36 hoursProblem solving during office hours. | 72 hoursProblem solving during office hours. | 72 hoursProblem solving during office hours. | Incident priorities | | Priority 1 | A total loss of core functionality in one or more installations of the licensed software that is severely impacting the customers business operations with no work-around available. | | Priority 2 | Severe performance problems or loss of functionality and/or data in the licensed software that has a noticeable impact on the customers business operations. No work-around available. | | Priority 3 | Severe performance problems or loss of functionality and/or data in the licensed software that has a noticeable impact on the customers business operations. A work-around is available. | | Priority 4 | Technical issues that do not impact the customers business operations. The licensed software is working but is not behaving exactly as intended. No or minimal impact on the customers business operations. Requests for configuration and administration assistance always fall into this category. |
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