Support Package "Silver"

• Commercial support with SLAs
• Installation of new software releases (SaaS only)
• Installation of security updates
• Email support
• Emergency support
• Response time for critical errors – 8 hours

Usage limits:

• 1 account in our ticketing system
• Support for 1 environment
• Up to 5 standard users
• Unlimited read-only users
• Up to 10,000 records

• Everything from Bronze Support, plus:
• Installation of new software releases
• Phone support: 8 AM–5 PM CET/CEST
• Emergency support outside business hours
• Response time for critical errors – 4 hours

Usage limits:

• 2 accounts in our ticketing system
• Support for 2 environments
• Support for 1 integration
• Up to 10 standard users
• Unlimited read-only users
• Up to 50,000 records

• Everything from Silver Support, plus:
• Information service
• Installation of hotfixes
• Personal support manager
• Support for custom features/modules
• Advisory support for your success (Customer Success)
• Real-time support via screen sharing
• Response time for critical errors – 2 hours

Usage limits:

• 5 accounts in our ticketing system
• Support for 3 environments
• Support for 2 integrations
• Up to 20 standard users
• Unlimited read-only users
• Up to 100,000 records

• Everything from Gold Support, plus:
• Highest priority
• Custom terms
• Dedicated support team
• Extended support hours
• Access to exclusive resources
• VIP support from our management
• Response time for critical errors – 2 hours

Usage limits:

• Multiple accounts in our ticketing system
• Support for multiple environments
• Support for multiple integrations
• 20+ standard users
• Unlimited read-only users
• 100,000+ records

• Contract term: 3 months
• Notice period: 1 month
• Billing: every 3 months in advance

• Contract term: 3 months
• Notice period: 1 month
• Billing: every 3 months in advance

• Contract term: 3 months
• Notice period: 1 month
• Billing: every 3 months in advance

• Contract term: negotiable
• Notice period: negotiable
• Billing: negotiable

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