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 |
| Definitions | ||
| 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. | |