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Support Programs

At Identity Solutions we offer different Hardware Support Programs and Option with different Levels of Service. The levels permit you to choose the availability and response times that best suit your needs.

Pre-sales Support

Provides you with access to our pre-sales team that will help you to find right information, assist with solution design, customised demos, and support options that meet your business needs.

We have access to compehensive product documentation library and can quickly and easily answer all your questions.

 
Standard Support and Maintenance

This hardware or software support combines first-line support from Identity Solutions as your local service provider with full back-end support from vendors, like IBM, BMC Software, etc. This support program has the following support level options:

Service / FeatureLevel 2Level 1
Support Hours8am-8pm Bus Days24 x 7
EscalationNormalFast Path
Response Time Severity 12 Hour1 Hour
Response Time Regular4 Hour2 Hour
Service AccessWeb / Email / Ph (Sev1)Web / Email / Ph
Knowledge Base AccessUnlimitedUnlimited
UpgradesFeature upgrades / major releasesFeature upgrades / major releases
FixesBug FixesBug Fixes / Hot Fixes via fast path escalation
 
Technical Support

This type of support includes technical services support by skilled and experienced Identity Solutions staff. It incorporates on-site support with guaranteed response times. This support program has the following support level options:

Service / FeatureBronzeSilverGold
Support Hours8am-8pm Bus Days5 x 1224 x 7
EscalationNormalNormalFast Path
Response Time Severity 12 Hour1 Hour30 Minutes
Response Time Regular4 Hour2 Hour1 Hour
Direct Response8 Hour4 Hour2 Hour
Service AccessWeb / Email / Ph (Sev1)Web / Email / PhWeb / Email / Ph
On-Site (Hardware)Within 3bus. daysNext daySame day
 
Premium Support

Premium Support and Maintenance is all-in-one support package.

This support program is a combination of the required Standard Support with the required Technical Support Option.This type of support includes additional services and options for industry most skilled and experienced experts on-site, technical support services for upgrades, troubleshooting, tuning and more with guaranteed response times and full back-to-back support from vendors, like IBM, BMC Software, etc .