Support formulas

  •   INCLUDED
        
    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
    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
    12
    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
    Next Business Day
    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.
    Next Business Day
  •   € 45
    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
    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
    4
    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
    Next Business Day
    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
    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
    48
    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
    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.
    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
    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
    96
    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
    18
    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
    3 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
  •   € 315
    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
    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
    Illimitati
    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
    36
    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
    2 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
    5 hours
Bronze (included)SteelSilverGoldPlatinum

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