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PROGRAM DETAILS
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BASIC
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GOLD
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PLATINUM
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Unlimited tickets
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Ticket opened via web
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Operational model
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Remote
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On-Site
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Optional1
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Optional1
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Optional1
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Service Level Agreement
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Priority
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-
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Predefined response time
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-
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Level of support
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1st Level - end user support
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-
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Optional2
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Optional2
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2nd level - System administrator (customer/reseller)
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Service Operating Period
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Hours of access
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Business hours
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Business hours
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24x7x365
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Continuous business hours
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Standard period - Monday to Friday (Sunday to Thursday in Middle East)
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Extended period - Saturday
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-
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Outside working hours - On-Call duty service
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-
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-
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Bank Holidays
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-
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Support channels
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Web Help Center
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E-mail support
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Phone support
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Remote support (i.e. Webex)
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-
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Special Services
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Proactive support3
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-
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Support Expert
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-
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-
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Software maintenance and upgrades
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Seasonal releases - bug fix
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Seasonal releases - new features
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Economics
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Annual Price
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15% per year
of product value
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22% per year
of product value
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30% per year
of product value
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Minimum fee per year
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500 EUR/USD
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1000 EUR/USD
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5000 EUR/USD
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Payment
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in advance
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in advance
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in advance
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Discount for multi-annual contracts
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-
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Contract duration may be reduced when the product enters 'End of Support'. Please see www.imagicle.com/go/EOL for product 'End of Support' dates.
Supported languages: Italian, English, German, French, Spanish, Portuguese and Arabic.
NOTES
1. On-site support is available only in specific areas and it is evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
2. Direct support services to end users, such as Customer Service operators, are evaluated on a project basis, as agreed with the customer, according to relevance and specific requests.
3. Available as of January 2020