Provision of technical support services is governed by the Service Support Agreement.
See also: License Certificate Activation.
| List of services included in technical support | Basic | Advanced |
|---|---|---|
| Volume of technical support hours [hours] | Unlimited | 50 |
| Security Updates | + | + |
| Access to “Help Center” | + | + |
| Access to the Bug tracker | + | + |
| Access to “My Account” | + | + |
| Provide HowTo recipes for individual use cases | + | + |
| Access to minor versions and updates | + | + |
| Installation and configuration advice | + | + |
| Analysis of equipment compatibility, if technically possible | + | |
| Solve equipment compatibility issues if technically feasible | + | |
| Modeling of problem situations on a test bench, if technically possible | + | |
| Remote connection to the user’s system to solve a query | + | |
| Channels for receiving requests | Web Portal | Web-portal |
| Dedicated Manager | + |
Response time
| Level 1 Critical error An error in which the software product is not functional. | 8 hours |
| Level 2 Significant error An error when the supported software product is generally functional. However, one (or several) of the product functions is not executed or is executed with limitations that do not allow to use it for its intended purpose. | 24 hours |
| Level 3 Minor error An error when the supported software product is generally functional. But at the same time one (or several) of its functions is not executed completely or is executed with limitations, and there is a way to obtain a similar result for this function by another method. | 5 days |
| Level 4 Consultation A situation in which a supported software product performs its documented functions, but the user has questions about the operation of the software. | 5 days |
| Level 5 Request (revision) The user makes reasonable suggestions for improving the consumer qualities of the supported software or describes deviations from generally accepted standards. | Reasonable timeframe |