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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