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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 / FeatureStandardExtended
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
 
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