The following Funasset products have Standard Support applied:
If telephone support and published response, escalation and fix times are required, Premium support will need to be purchased.
The annual licence that is required for the following Funasset products has Premium Support included:
IDS solutions benefit from an IDS Support & Maintenance Contract. The level of support and maintenance this provides is the same as Premium Support but the annual cost is a percentage of the solution's value.
Problems which may be described as catastrophic (e.g. where the system is down or user has no critical application production capability) will, in general, be allocated to this severity level.
A major function in normal operation is unusable and there is an awkward workaround, or any other function is unworkable and there is no known workaround.
A minor or major function is unworkable and there is an effective workaround.
An enhancement to the units of the product.
Consultation relating to user information which is not a functional error or enhancement related.