Support formulas

  •   INCLUDED
    per month
    First level help desk
    Support supplied to the application user
    Supplied by the iC Partner or directly through the FAQ section on the iC SFA website
    Second level help desk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support
    Supplied to the service manager of the subscriber
    Service coverage
    The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm.
    8 _5
    Trouble ticket support
    Support delivered through the portal available at http://support.icatalogue.com
    Maximum number of tickets per year
    Maximum number of tickets that can be opened in one year through the portal or with telephone support
    24
    Telephone support
    Telephone support
    Maximum number of telephone support hours per year
    Maximum number of hours that can be used in one year for telephone support
    Maximum ticket acquisition time
    Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request
    12 hours
    Maximum response time
    Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated.
    24 hours
  •   € 135
    per month
    First level help desk
    Support supplied to the application user
    Supplied by the iC Partner or directly through the FAQ section on the iC SFA website
    Second level help desk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support
    Supplied to the service manager of the subscriber        
    Service coverage
    The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm.
    8 _5
    Trouble ticket support
    Support delivered through the portal available at http://support.icatalogue.com
    Maximum number of tickets per year
    Maximum number of tickets that can be opened in one year through the portal or with telephone support
    unlimited
    Telephone support
    Telephone support
    Maximum number of telephone support hours per year
    Maximum number of hours that can be used in one year for telephone support
    8 hours
    Maximum ticket acquisition time
    Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request
    8 hours
    Maximum response time
    Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated.
    12 hours
  •   € 225
    per month
    First level help desk
    Support supplied to the application user
    Supplied by the iC Partner or directly through the FAQ section on the iC SFA website
    Second level help desk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support
    Supplied to the service manager of the subscriber        
    Service coverage
    The support is available 8 hours per day, from monday to friday, holidays excluded. The time slot in which the support is provided is from 09:00 am to 5:00 pm.
    8 _5
    Trouble ticket support
    Support delivered through the portal available at http://support.icatalogue.com
    Maximum number of tickets per year
    Maximum number of tickets that can be opened in one year through the portal or with telephone support
    unlimited
    Telephone support
    Telephone support
    Maximum number of telephone support hours per year
    Maximum number of hours that can be used in one year for telephone support
    24 hours
    Maximum ticket acquisition time
    Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request
    6 hours
    Maximum response time
    Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated.
    8 hours
  •   CONTACT SALES
    per month
    First level help desk
    Support supplied to the application user
    Supplied by the iC Partner or directly through the FAQ section on the iC SFA website
    Second level help desk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support
    Supplied to the service manager of the subscriber
    Service coverage
    The support is available 8 hours per day, from monday to friday, holidays exclude. The time slot in which the support is provided is from 09:00 am to 5:00 pm.
    8 _5
    Trouble ticket support
    Support delivered through the portal available at http://support.icatalogue.com
    Maximum number of tickets per year
    Maximum number of tickets that can be opened in one year through the portal or with telephone support
    unlimited
    Telephone support
    Telephone support
    Maximum number of telephone support hours per year
    Maximum number of hours that can be used in one year for telephone support
    48 hours
    Maximum ticket acquisition time
    Maximum acquisition time for taking in charge the request after the opening of the ticket through the portal or after the telephone support request
    4 hours
    Maximum response time
    Maximum support request response time starting from the taking in charge date. In the case a corrective release is needed to solve the problem, both on application or platform side, during the ticket closing process an estimated time of delivery will be communicated
    6 hours
SteelSilverGoldPlatinum

© 2019 - iCatalogue GmbH - All rights reserved