Support Levels

Standard

Contact: Support Ticket
Available: Monday to Friday (ex. national holidays), 09:00 to 17:00 GMT
Times: No published response, escalation or fix times for any issue
Cost: Free

The following Funasset products have Standard Support applied:

If telephone support and published response, escalation and fix times are required for these products, Premium support will need to be purchased.

Premium

Contact: Support Ticket, Email, Telephone and WebEx
Available: Monday to Friday (ex. national holidays), 09:00 to 17:00 GMT
Times: Published response, escalation and fix times (see below)
Cost: £499.00 ex VAT pa / £598.80 inc VAT pa
(Only purchasable for products with Standard Support)
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The following Funasset products have Premium Support applied as part of their annual licence:

Premium Severity Levels and Times

Level Severity Response Escalation Fix
1 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. Less than 2 working hours 4 elapsed working hours 3 working days
2 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. Less than 2 working hours 4 elapsed working hours 3 working days
3 A minor or major function is unworkable and there is an effective workaround. Less than 2 working hours 4 elapsed working hours 3 working days
4 An enhancement to the units of the product. Less than 2 working hours 4 elapsed working hours 3 working days
5 Consultation relating to user information which is not a functional error or enhancement related. Less than 2 working hours 4 elapsed working hours 3 working days

NOTE: Solutions supplied by IDS 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.

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Funasset Limited is a UK software development company founded in 1986. It specialises in document and mail solutions that are used globally by businesses and organisations including Xerox, Civica, the NHS and local Government. Read more

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