Standard Support and Maintenance gives you access to the following services:

• Web-Site access for up to four named Technical Contacts to the European Support Centre (“Support Centre”) 24 hours a day, seven days a week, 365 days a year for the purpose of reporting an incident or requesting assistance.
• On-line support from the Support Centre from 9:00 AM to 5:00 PM, European CET time, Monday through Friday.
• Access for up to four named Technical Contacts to a knowledge database, FAQ, and other on-line information facilities.
• After an incident is reported, Evidian acknowledges receipt of the incident report within four “Support Center Working Hours”.
• Delivery of Service Packs, Updates and Upgrades for the Licensed Product at no further charges.

Platinum Support and Maintenance offers customised support that takes into account the complexity of your technical and organisational environment. It responds to your service level needs and your contractual availability (SLA) by offering close monitoring and proactive support actions.

An Account Monitoring Technical Lead within the Support organisation will be your personal point of contact for all questions and incidents related to the products. They implement and run pilot projects for customised services:

• Monitoring meetings and provision of dashboards
• On-site visits for proactive support actions
• The implementation of a customised escalation procedure
• Faster response times
• 24/7 assistance with critical production incidents

These services are in addition to services provided with Standard Support and Maintenance.

Platinum Maintenance

For certain products, the support team can keep a reference copy of your version with the list of corrections specific to your configuration. This service allows improved responsiveness with greater security, when emergency corrections are made during production.