Platinum Maintenance
Service features are:
- Unlimited support calls for all covered Product License / hardware.
- Access to all product updates and upgrades released during the term of the agreement. *
- Product updates and upgrades delivered by electronic transfer or on CD-ROM. *
- Phone access to Support Hotline, 24×7 for mission critical support.
- Priority level case response time
- Online support incident submittal and tracking;
Per Incident support
Service features are:
- Support calls for a single support issue with software product or hardware solutions.
- It is defined as the reasonable effort needed to rectify a problem via email.
- A single support issue is a problem that cannot be broken down into subordinate parts.
- One incident is possible to span multiple communications between emails and calls before engineer is dispatched onsite.
- Phone access to Support Centre 8×5, Mon-Fri, excluding public Holidays.
Business Maintenance
Service features are:
- Unlimited support calls for all covered Product License/ hardware.
- Access to all product updates and upgrades released during the term of the agreement. *
- Product updates and upgrades delivered by electronic transfer or on CD-ROM. *
- Phone access to Support Centre 8×5, Mon-Fri, excluding public Holidays.
- Online support incident submittal and tracking;
Onsite Support Pack
Service features are:
- 20 x onsite support token.
- Each token is defined as 2 hours effort time spent onsite. After normal business hour, each token is defined as 1 hour effort spent onsite.
- Support calls for a support issue with software product or Hardware solutions.
- It is define as the reasonable effort needed to rectify a problem via email or onsite.
- Phone access support to Support Centre 8×5, Mon-Fri, excluding public Holidays.
- Transportation & accommodation cost are excluded for site that is outside Klang Valley.
Phone Support Pack
Service features are:
- 20 x onsite support token.
- Each token is defined as 2 hours effort time spent onsite. After normal business hour, each token is defined as 1 hour effort spent onsite.
- Support calls for a support issue with software product or Hardware solutions.
- It is define as the reasonable effort needed to rectify a problem via email or onsite.
- Phone access support to Support Centre 8×5, Mon-Fri, excluding public Holidays.
- Transportation & accommodation cost are excluded for site that is outside Klang Valley.
| Feature | Platinum | Business | Onsite Support Pack | Phone Support Pack | Per Incident |
|---|---|---|---|---|---|
| Hours of Operation | 24 Hrs/Day, 7 Days a week, 365 Days a year | 8 Hrs/Day, Mon-Fri excluding Public Holidays | 8 Hrs/Day, Mon-Fri excluding Public Holidays | 8 Hrs/Day, Mon-Fri excluding Public Holidays | 8 Hrs/Day, Mon-Fri excluding Public Holidays |
| Length of Service | Annual contract, renewable | Annual contract, renewable | Valid for one year after purchase of the incidents | Valid for one year after purchase of the incidents | Valid for one year after purchase of the incidents |
| Product Updates | |||||
| Product Upgrades | |||||
| Product Supported | All Products | All Products | All Products | All Products | All Products |
| Method of Access | Telephone/ Web | Telephone/ Web | Telephone/ Web | Telephone/ Web | Telephone/ Web |
| Response Method | Telephone / email | Telephone / email | Telephone / email/ Onsite | Telephone / email | Telephone / email/ Onsite |
| Remote Support | Yes | Yes | (Optional) | (Optional) | Not Available |
| Number of Support Requests | Unlimited | Unlimited | 20 tokens. Each token is 2 hrs of onsite services | 20 tokens. Each token is 1 hr effort required to spend in-house troubleshooting | Per Incident, up to 8hrs onsite |