Priority 1: Major Service Disruption
An error that renders the software inoperative or causes catastrophic failure in a production environment, including any error which prevents or severely restricts existing data loading or production data querying processes and results in a significant number of licensee users being unable to access or use the software. For Premium Support customers, the response time for Priority 1 incidents is 2 hours. For Standard Support customers, the response time is 12 hours.
Priority 2: Significant Service Disruption
An error that significantly degrades performance of the software or materially restricts licensee's use of the functionality of the software in a production environment. For Premium Support customers, the response time for Priority 2 incidents is 6 hours. For Standard Support customers, the response time is 1 day.
Priority 3: Moderate Service Disruption
An error that causes only a minor impact on Licensee's use of the software (or an error which would be a Priority 1 error or Priority 2 error if the system experiencing the error were in a production environment).
Support hours: Monday through Friday (excluding holidays) 8:00 a.m. - 5:00 p.m. PST
Email and Web submission of problem reports
Five authorized customer contacts
Prioritization of problems based on problem severity
Web access to the online support knowledge base
Maintenance (minor and patch) releases
Premium Support includes all the features of the Standard Support program, plus
Emergency after-hours pager support (24 hours a day, 7 days a week - Priority 1 issues only)
Five additional authorized customer contacts
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