Foundation Support Service
The core building block is the Foundation Support Service. This must be purchased for each licensed software product.
You can add any combination of additional Options on to this basic building block to configure a support service that
meets your exact needs.
Foundation service combines telephone support with the delivery of a comprehensive product maintenance service.
Foundation Support Service must be purchased as a pre-requisite for any supported product or the addition of
any other level of service.
Key Service Parameters
- Provided during Office Hours
- 09:00 to 17:30 weekdays (excludes observed holidays)
- Problems can be reported by telephone or email
- Initial Response time target is 4 working hours from initial report
- Faults will be Classified Critical, Priority or Low Priority
- Logged into problem ticketing and management control system
- Escalation to manufacturer when required
- Full activity log maintained and available to client on request
- Other calls supported
- Reasonable advice on product usage and configuration
- Request for Enhancement (RFE) for submission to manufacturer
- Maintenance
- Provision of each major and minor software release
- Physical media (CD) or download (ftp) depending on circumstance
- Includes soft copy documentation
- Hard copy documentation at additional per copy cost
- Patches between releases on an as needed basis