Support Levels

Yellow Support
 

Includes the following services:

• Patches and bug fixes.
• Updates and improvements of the licensed software.
• Answers to queries about installations, administration and configuration.
• Answers to queries about supported platforms and compatibility with other software and systems.
• Technical documentation and user manuals.
• Unlimited number of reported cases.
• Commitment to reply within the next working day.

Gold Support
 

Includes all services of the Yellow Support and commitment to reply within 4 business hours.

 

Other Advanced Services
 

Apart from the defined services of maintenance in technical support, we can also offer complementary services that provide added-value to our customers and partners:
 

• Installations and upgrades of our products.
• Installations and configuration of servers and web environment (operating systems, web and applications servers, databases, etc.).
• Audit, optimization and periodic tunings of server performance, memory, indexes and databases.
• Optimization of the development environment and pre-production.
• Optimization of the deployment process for the production development.
• Optimizing external visibility in search engines.
• Hosting service / ASP and statistics.

To benefit from these and other services we recommend contacting our Professional Services department regarding bespoke consultancy services that can offer customized solutions tailored to the business profile of the organization.