Support formulas

  •   INCLUDED
        
    Helpdesk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support. Support is not provided directly to agents, sales representatives, dealers/retailers, wholesalers or other members of the sales organization of the company.
    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
    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 first response time
    Maximum time in which the first answer is given 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.
    72 hours
  •   € 45
    per month
    Helpdesk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support. Support is not provided directly to agents, sales representatives, dealers/retailers, wholesalers or other members of the sales organization of the company.
    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
    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 first response time
    Maximum time in which the first answer is given 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
    Helpdesk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support. Support is not provided directly to agents, sales representatives, dealers/retailers, wholesalers or other members of the sales organization of the company.
    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
    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 first response time
    Maximum time in which the first answer is given 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
    Helpdesk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support. Support is not provided directly to agents, sales representatives, dealers/retailers, wholesalers or other members of the sales organization of the company.
    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
    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 first response time
    Maximum time in which the first answer is given 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
    Helpdesk
    Support supplied to the service subscriber manager (max. 2 people). It does not include project support. Support is not provided directly to agents, sales representatives, dealers/retailers, wholesalers or other members of the sales organization of the company.
    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
    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 first response time
    Maximum time in which the first answer is given 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
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