Support Service Standard Premium Elite Diamond
Servis Scope 5 x 9 Working Hours 7 x 24 Everyday 7 x 24 Everyday 7 x 24 Everyday
Remote Support Phone E-Mail Remote Desktop Connection Yes No No Yes
On-site Support No 2 times in a Year 6 times in a Year 12 times in a Year
Servis Details
Number of Call 6 12 Unlimited Unlimited
Invention Time for Level 1  30 Minutes 30 Minutes 30 Minutes 14 Minutes
Invention Time for Level 2 30 Minutes 30 Minutes 30 Minutes 30 Minutes
Invention Time for Level 3 and 4  8 Horus 4 Hours 2 Hours 1 Hours
Support Details
Last Hot Fix & Service Packs No Yes Yes Yes
Major Upgrades and and Improvement Yes Yes Yes Yes
Health Check Service No No Yes Yes
Technical Account Management No No No Yes
* Between 9:00 – 18:00 except weekend and public holidays