| 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 BPM Server.
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