| 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
|
