Our Support provides a 8/5, 24/5 or 24/7 service, depending on your SLA Contract. A Service Desk is included, via a web ticketing system, via e-mail or via telephone calls, depending on your Contract. Maintenance service provides documented products updates and patching on monthly basis. Patching is done for bug-fixing with an Update Time from 4 to 48 hours depends on your SLA Contract.
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Definitions
Each issue (e.g. incident) that comes into support is assigned one of four priorities, each with its own Service Level Agreement (SLA), which dictates our time goal to respond to and resolve the issue, with some definitions in mind:
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