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. |
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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. |
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Standard Support and Maintenance
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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: |
| Support Hours | 8am-8pm Bus Days | 24 x 7 | | Escalation | Normal | Fast Path | | Response Time Severity 1 | 2 Hour | 1 Hour | | Response Time Regular | 4 Hour | 2 Hour | | Service Access | Web / Email / Ph (Sev1) | Web / Email / Ph | | Knowledge Base Access | Unlimited | Unlimited | | Upgrades | Feature upgrades / major releases | Feature upgrades / major releases | | Fixes | Bug Fixes | Bug Fixes / Hot Fixes via fast path escalation |
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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: |
| Support Hours | 8am-8pm Bus Days | 5 x 12 | 24 x 7 | | Escalation | Normal | Normal | Fast Path | | Response Time Severity 1 | 2 Hour | 1 Hour | 30 Minutes | | Response Time Regular | 4 Hour | 2 Hour | 1 Hour | | Direct Response | 8 Hour | 4 Hour | 2 Hour | | Service Access | Web / Email / Ph (Sev1) | Web / Email / Ph | Web / Email / Ph | | On-Site (Hardware) | Within 3bus. days | Next day | Same day | |
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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 . |
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