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Support Service Plans

 

Description
Application
(ERP, CRM or BI)
System Administration
(OS, DB, Middleware)
 
Basic
Premium
Extended
Basic
Extended
Plan Coverage
Initial Response Time
1 Business Day
4 Hours
2 Hours
4 Hours
2 Hours
No of Cases covered in plan per month
5
10
10
5
10
Help Line Services
Telephone / Support Portal Access to Support Engineers
^ Monday-Friday 9 a.m. to 5 p.m. (GMT +8)
* Excluding Singapore Public Holidays
Dedicated Hotline to Support Engineers at Extended Hours
^ Monday-Friday 8 a.m. to 8 p.m.(GMT +8)
* Excluding Singapore Public Holidays		    
 
Security and Maintenance Services
Quarterly Update on Product Updates and Support Cases    
 
Administration Services
Database Administration      
Server Administration      
Quarterly Onsite Visit      
System Performance Tuning        
 

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