Support plans
Plan Steel
Included
First level helpdesk
Support delivered toward the application user agent
Offered by Uns partner or directly from the site FAQs
Second-level helpdesk
Support provided to the underwriter’s service manager (maximum 2 people). Does not provide project support
Offer to the underwriter’s service manager
Service coverage
Support is provided 8 hours a day from Monday to Friday excluding holidays. The time slot in which support is provided is from 09:00 to 17:00.
8h/5days
Support via Trouble Ticket
Support delivered through the support portal
Maximum number of tickets per year
Maximum number of tickets that can be opened in a year from the support portal or via phone
24
Telephone support
Telephone support
Maximum number of hours of telephone support per year
Maximum number of hours that can be used in a year for telephone support
Maximum time to take care of the problem
Maximum time to take care of the request from the opening of the ticket through the support portal or from the support request
12 hours
Maximum time within which a response is given
Maximum time for response to support request from intake. In case of issues that may require a release of a corrective release on the application or platform side at the ticket closure stage, a time estimate for the release of the corrective fix will be given.
24 hours
Plan Silver
€135 per month
First level helpdesk
Support delivered toward the application user agent
Offered by UNS partner or directly from site FAQs
Second-level helpdesk
Support provided to the underwriter’s service manager (maximum 2 people). Does not provide project support
Offer to the underwriter’s service manager
Service coverage
Support is provided 8 hours a day, Monday through Friday excluding holidays. The time slot in which support is provided is from 9:00 a.m. to 5:00 p.m.
8h/5days
Support via Trouble ticket
Support delivered through the available support portal
Maximum number of tickets per year
Maximum number of hours that can be used in a year for telephone support
Unlimited
Telephone support
Telephone support
Maximum number of hours of telephone support per year
Maximum number of hours that can be used in a year for telephone support
8 hours
Maximum time to take care of the problem
Maximum time to take up the request of the ticket opening via the support portal or from the support request opened by phone
8 hours
Maximum time within which a response is given
Maximum time for response to support request from intake. In the case of issues that may require a corrective release on the application or platform side, an estimated timeframe for the release of the corrective fix will be given at ticket closure.
12 hours
Plan Gold
€225 per month
First level helpdesk
Support delivered toward the application user agent
Offered by UNS partner or directly from site FAQs
Second-level helpdesk
Support provided by the underwriter’s service manager (maximum 2 people). Does not provide project support
Offer to the underwriter’s service manager
Service coverage
Support is provided 8 hours a day from Monday to Friday excluding holidays. The time slot in is provided support is from 9:00 a.m. to 5:00 p.m.
8h/5 days
Support via Trouble ticket
Support delivered through the available support portal
Maximum number of tickets per year
Maximum number of hours that can be used in a year for telephone support
Unlimited
Telephone support
Telephone support
Maximum number of hours of telephone support per year
Maximum number of hours that can be used in a year for telephone support
24 hours
Maximum time to take care of the problem
Maximum time to take up the request of the ticket opening via the support portal or from the support request opened by phone
6 hours
Maximum time within which a response is given
Maximum time for response to support request from intake. In the case of issues that may require an application-side or platform-side corrective release, an estimated timeframe for release of the corrective fix will be given at the ticket closure stage
8 hours
Plan Platinum
Contact us
First level helpdesk
Support delivered toward the application user agent
Offered by UNS partner or directly from the Self support area of the website
Second-level helpdesk
Support provided to the underwriter’s service manager (maximum 2 people). Does not provide project support
Offer to the underwriter’s service manager
Service coverage
Support is provided 8 hours a day Monday through Friday excluding holidays The time slot in which support is provided is from 9:00 a.m. to 5:00 p.m.
8h/5 days
Support via Trouble ticket
Support delivered through the available support portal
Maximum number of tickets per year
Maximum number of tickets that can be opened in a year from the support portal or via the phone
Unlimited
Telephone support
Telephone support
Maximum number of hours of telephone support per year
Maximum number of hours that can be used in a year for telephone support
48 hours
Maximum time to take care of the problem
Maximum time to take up the request from the opening of the ticket through the support portal or from the support request opened by phone
4 hours
Maximum time within which a response is given
Maximum time for response to support request from intake. In the case of issues that may require an application-side or platform-side corrective release, an estimated timeframe for release of the corrective fix will be given at the ticket closure stage
6 hours
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