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| Anchor | ||||
|---|---|---|---|---|
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- Prerequisites for Handling of Support
- Supported Issue Types: issues related to Service Requests (Questions, Coaching)
- Support Priorities: Minor Issue
- Support Scope
- Provide build and installation support
- Provide answers to customer questions and advise on configuration issues
- Perform coaching on best practices
- Service Levels
- Service Hours for Standard Support inherited
- Service Level Objectives
- Support Priorities: Minor Issue
- Response Time: up to 12 hrs.
- Service Level Objectives
- Support Quota
- This support option is provided by individually sized support quotas
Summary
Summary of Support Options and Service Levels
- Document: sos_product_maintenance_services.xlsx
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Support Option | Support Coverage | Support Handling | Support Service Levels | |||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contract Type | Calculation | Type of Assitance | Scope | Event Type | Issue Type | Support Level | Support Extension | Service Hours | Priority | Response Time |
| Standard Support | 15% of license fee | Request for Support | SoftwareMaintenance Defect Support Version Support | Incident Problem | Defect/Bug | 1st Level Support 2nd Level Support | Trouble Ticket System | Standard Service Hours | Minor Issue Major Issue Production Standstill | up to 12 hrs. up to 12 hrs. up to 1 hr. |
| Request for Change | Feature Updates | Change | Improvement Enhancement | 3rd Level Support | Trouble Ticket System | Standard Service Hours | Minor Issue | up to 12 hrs. | ||
| 24/7 Support (includes Standard Support) | 35% of license fee | Request for Support | Defect Support | Incident Problem | Defect/Bug | 1st Level Support 2nd Level Support | Trouble Ticket System | Extended Service Hours | Production Standstill | up to 1 hr. |
| Service Support Request | individual quotas based on daily rates | Request for Service | Information, Advise Build Support Installation Support | Service Request | Question Coaching | 1st Level Support 2nd Level Support | Trouble Ticket System Online Support Virtual Site Visits | Standard Service Hours | Minor Issue | up to 12 hrs. |
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