Support Levels
Discover the support levels available for certain products
Standard
| Contact | Support Ticket |
|---|---|
| Available | Monday to Friday (excluding UK public holidays), 09:00 to 17:00 GMT |
| Times | No published response, escalation or fix times for any issue |
| Cost | Free |
Supported Products
The following Funasset products have Standard Support applied:
- SilentPrint3 Home
- SilentPrint3 Office
- Mail Markup Office
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 Teams |
|---|---|
| Available | Monday to Friday (excluding UK public 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 (Can only be purchased for products with Standard Support) Buy Now |
Supported Products
The following Funasset products have Premium Support applied as part of their annual licence:
- SilentPrint Pro (Legacy)
- SilentPrint Server (Legacy)
- SilentPrint3 Business
- SilentPrint3 Enterprise
- Mail Markup Pro
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 |