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We
have two support plans for users, Gold and Silver maintenance, Gold maintenance
provides 24 x 7 support with a two hour call out window, Silver support
provides 5 x 8 support with a two hour call out window. We also monitor the performance and
availability of your site as well as upgrade the application platform with the
latest security patches.
Onlime
provide two maintenance packages based on the critical nature of your
website. Gold service provides 24 x 7
coverage of your website with a two hour response time in the case of downtime. Silver service provides monitoring during
work hours Sunday to Thursday from 9am until 6pm with a two hour response time
in the case of downtime.
Basic
service coverage provides fixes for downtime and fixes to functional
components. Service problems are
categorized into one of the following severities for prioritization.
- Severity 1 – Critical impact:
major product problem that prevents any useful work from
being
performed with the Software web application platform.
- Severity 2 – Significant
impact: failure of a product function that restricts the usefulness
of the
Software.
- Severity 3 – Minor impact:
usage question, or a product problem that causes a mild or
cosmetic
inconvenience to the use of the Software.
- Severity 4 – Enhancement:
request for additional features or changes to the features
of the
Software.
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