|
|
|
SERVICE |
STANDARD SUPPORT
|
ENTERPRISE SUPPORT |
|
Incident Classification and Handling |
Unlimited Number
of Incidents |
Unlimited Number
of Incidents |
|
Incident Handling: Personal Cabinet |
If Applicable |
If Applicable |
|
Incident Handling: E-mail Support |
8×5 |
24×7 |
|
Incident Handling: Telephone Support |
8×5 |
Severity 1: 24×7
Severity 2-4: 8×5 |
|
Incident Handling: English language collaboration |
AMERICAS: 8×5
EEMEA, EUROPE, APAC, JAPAN: no |
24×7 |
|
Incident Handling: Local language collaboration |
8×5 |
8×5 |
|
Incident Handling: Response Time |
— |
Severity 1: 2 Hours
Severity 2: 4 Business Hours
Severity 3: 12 Business Hours
Severity 4: 24 Business Hours |
|
Remote Assistance |
— |
If Applicable |
|
Incident Escalation and Claim Management |
— |
+ |
|
Assigned Technical Account Manager (TAM) |
— |
1 |
|
Assigned Customer Technical Contacts |
— |
8 |
|
Assigned Customer Business Contacts |
— |
1 |
|
Service Quality Monitoring |
— |
+ |
|
Service Quality Reporting |
— |
+ |
|
Review Call/On-Site Review |
— |
1 Time per Year |
