Adeptia has world class support engineers
dedicated to insuring that our customers are successful. To
provide you with a support solution that best meets your business
needs, Adeptia provides a full range of support options.
Features
The Bronze Level support package covers
basic e-mail support for 30 days. You are also entitled
for personalized, intuitive web based training over web-ex,
along with the copy of the Adeptia BPM server User Manual.
If you are new to the field of BPM server, this is an great
opportunity to learn and use the software, which is available
for free download from our website.
Bronze Level Support Plan: $795.00
Purchase Options
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OR |
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The Bronze Level support package covers basic e-mail support
for 30 days. You are also entitled for personalized, intuitive
web based training over web-ex, along with the copy of the
Adeptia BPM server User Manual. If you are new to the field
of BPM server, this is an great opportunity to learn and
use the software, which is available for free download from
our website.
Features
The Silver Level support plan provides
e-mail support for full one year, along with hands on, intuitive
training on BPM Server. This is the right plan if you have
downloaded Adeptia BPM server for one year production option.
The package not only helps you to develop process flows as
test cases for production environment, but you will also receive
a copy of Adeptia BPM server User Manual, otherwise available
only with premier editions.
Silver Level Support Plan: $2995.00
Purchase Options
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OR |
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The Silver Level support plan provides e-mail
support for full one year, along with hands on, intuitive
training on BPM Server. This is the right plan if you have
downloaded Adeptia BPM server for one year production option.
The package not only helps you to develop process flows as
test cases for production environment, but you will also receive
a copy of Adeptia BPM server User Manual, otherwise available
only with premier editions.
| Maintenance
Contract: Gold Level |
Features
The Gold Level support package covers
all the basics. This package will provide the general support
coverage necessary for you to operate your business using
Adeptia BPM Server knowing that if there are any questions
or issues, they can be resolved in a timely manner.
Response Times
| Incident/Support Request |
Severity |
During Business Hours |
After Business Hours |
| Production system down |
P1 |
2 Hours |
Next Day |
| Production system impacted |
P2 |
4 Hours |
Next Day |
| Technical query or problem |
P3 |
4 Hours |
Next Day |
| Product question |
P4 |
6 Hours |
Next Day |
| Enhancement request |
P5 |
6 Hours |
Next Day |
Note: Response time is defined as an
acknowledgement from Adeptia after first call and the beginning
of the issue resolution process.
Gold support services include:
-
Hours: 8 am to 6 pm (CDT) Monday thru
Friday. Not available on holidays.
-
No assigned Adeptia Technical Support
contact
-
Customer designates one(1) individual
to contact Adeptia for support
-
Additional designated customer contacts
- $2500 each
-
On-site Adeptia professional services
consultants available at 5% discount off the hourly rate
-
Software upgrades and new releases available
at 5% discount off list price
-
Software updates, service packs, patches,
and maintenance releases available free of charge
-
Telephone, fax and e-mail communication
channels.
-
Maintenance and upgrades based on license
agreement.
-
Unlimited defect incidents annually
-
Unlimited non-defect incidents annually
Adeptia BPM Server Gold
package covers all the basics. This package will provide the
general support coverage necessary for you to operate your
business using Indigo knowing that if there are any questions
or issues, they can be resolved in a timely manner.
| Maintenance
Contract: Diamond Level |
Features
The Diamond Level support package provides
timely, dedicated support for high priority production environments.
This package will provide the comprehensive support coverage
necessary for you to operate Adeptia BPM Server in mission
critical environments knowing that a specific, knowledgeable
Adeptia technical support engineer is available to quickly
address any issues or problems.
Response Times
| Incident/Support Request |
Severity |
During Business Hours |
After Business Hours |
| Production system down |
P1 |
30 Minutes |
1 Hour |
| Production system impacted |
P2 |
1 Hour |
2 Hours |
| Technical query or problem |
P3 |
2 Hours |
Next Day |
| Product question |
P4 |
4 Hours |
Next Day |
| Enhancement request |
P5 |
4 Hours |
Next Day |
Note: Response time is defined as an
acknowledgement from Adeptia after first call and the beginning
of the issue resolution process.
Diamond support services include:
-
Hours: 24 hours per day, 7 days a week.
Includes holidays.
-
One assigned Adeptia Technical Support
contact
-
Customer designates two(2) individuals
to contact Adeptia for support
-
Additional designated customer contacts
- $2000 each
-
On-site Adeptia professional services
consultants available at 25% discount off the hourly rate
-
Software upgrades and new releases available
at 25% discount off list price
-
Software updates, service packs, patches,
and maintenance releases available free of charge
-
Telephone, fax and e-mail communication
channels.
-
Maintenance and upgrades based on license
agreement.
-
Unlimited defect incidents annually
-
Unlimited non-defect incidents annually
Adeptia BPM
Server Diamond package provides your organization with additional
confidence. Extending our reach and the added personalization
of Diamond will allow Adeptia to become your best friend when
you have any questions or issues with Indigo.
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