Support Packages

Our support packages are designed to meet your budget and business needs.

Support Packages
	Basic	Enhanced
Contact	Web Portal or Email	Web Portal or Email
Acknowledgement	1 business day	4 business hours
Issue Analysis	3 business days	1 business day
Updates
Critical	Next minor release	As soon as the fix is available
Major	Next major release	Next major release
Minor	As determined by the product manager	As negotiated by the customer and the product manager
Enhancement	As determined by the product manager	As negotiated by the customer and the product manager

  

Critical	A necessary feature, as described in the User Manual, cannot be used.
Major	A necessary feature, as described in the User Manual, cannot be used, however there is another way to perform the task.
Minor	An incidental feature, as described in the User Manual, cannot be used.
Enhancement	A request for a new feature or a request to change the behaviour of an existing feature.