STANDARD
FREEincluded in octoplant subscription
- 24/7 ticketing system
- 48 hours response time
- no direct support by phone
- 12 tickets/year/license
- 3 admin level support users
- Country support team
- -
PREMIUM
€250instance/month
- 24/7 ticketing system
- 24 hours response time
- 24h/year direct support by phone
- unlimited tickets/year/license
- 5 admin level support users
- Global support team
- -
PRIO
€500instance/month (minimum 25 sites)
- 24/7 ticketing system
- 24 response time
- unlimited direct support by phone
- unlimited tickets/year/license
- unlimited support users
- Support specialist team
- Extra Health Checks, Workflow adoption, ...
SLA LEVELS
DETAILED VIEW
| Description | STANDARD | PREMIUM | PRIO | |
|---|---|---|---|---|
| Online Support | Access to the current online support regarding the software on ctoplant.info | |||
| Updates | Provision of software updates according to availability. | |||
| Upgrades | Provision of version upgrades according to availability (as a rule, two software upgrades are made per calendar year); the contracting party is entitled to one released upgrade but not a certain number of released upgrades. | |||
| Support portal | Access to the support portal octoplant.info (24 hours, 7 days a week). | |||
| Online Support Ticket System | Access to the online support ticket system which enables the contracting party to transparently track its requests via tickets. AUVESY-MDT warrantees the availability of the support portal for the contracting party. | |||
| Support Contingent | The number of tickets per year for the AUVESY-MDT support portal. A ticket contains one request or issues of the contracting party. If a large number of requests or issues are presented within one ticket they shall be distributed to several new tickets. | 12 tickets | unlimited | unlimited |
| Support by Phone | Access to telephone support during the business hours of AUVESY-MDT from Monday to Friday from 09:00am to 12:00pm (noon) and 01:00pm to 05:00pm. All times refer to Central European Time (CET/MEZ). The public holidays of the Federal State of Rhineland-Palatinate are excluded from this regulation; on such public holidays the contracting party is not provided with supervised support. | |||
| Support Contingent for Phone Support or Remote Support | The number of hours in which telephone or remote support services are provided by AUVESY-MDT per year. AUVESY-MDT informs the contracting party about the used-up quota before AUVESY-MDT provides any further services. Telephone support exists if, regardless of the technical conversion (e.g., voice over IP), a support service is provided by means of acoustic communication. A remote support exists if, regardless of the technical implementation (e.g., Teamviewer), a support service is provided by means of visual communication even if only screens are shared between the contracting party and AUVESY-MDT in real time. Acoustic communication does not necessarily have to take place during remote support; communication during remote support can also take place non-verbally (e.g., through text messages). | 24 hours | only limited to the SPOC |
|
| Single Point of Contact for all sites at AUVESY-MDT | All requests from all customers sites will end at the same support engineer at AUVESY MDT. All requests include the 1st level support. Language will be English. In case of absence there will be a replacement with another support engineer taking the lead for the customer sites. | |||
| Security & Health check of server systems | Yearly check of the server system regarding security options and configuration. | |||
| Workflow adaption | Adapting the customer support tool/workflows if possible (price for implementation/tools/interfaces and maintenance of those not included). | |||
| Response Times | AUVESY-MDT responds to support requests via the support portal within a response time of 4 hours within working hours. All response times refer to working days; response times pause on non-working days (Saturday/Sunday as well as public holidays in the Federal State of Rhineland-Palatinate). |
48 hours | 24 hours | 24 hours |
| Employees of the Contracting Party who are entitled to Support Services | Number of employees with the help of which the contracting party may claim support services by AUVESY-MDT. The use of support services by the contracting party’s employees requires the employees of the contracting party to be qualified on administrator level for the software and, if applicable, other services obtained from AUVESY-MDT according to section 3 of these T&Cs after corresponding AUVESY-MDT trainings. If no training program exists for the software or other services according to clause 3 of these T&Cs obtained from AUVESY-MDT abovementioned regulation does not apply. | 3 admin level support users | 5 admin level support users | Unlimited support users |