Platinum Support includes the same services as Gold, plus application support. Application support differs from the previous item in that it includes assistance with the use of the contracted application.
For example, the customer may request explanations on certain features whose operation they don’t remember, or may ask how to perform configuration or extraordinary maintenance. This support is provided by telephone. Therefore, application support refers to the support provided by Interzen to the Customer in using the application. This support is complementary (and in addition to) the Software Assurance fee and the software malfunction support (Gold Support).
By way of example, and not limited to, application support covers the following activities provided by Interzen:

• Customer support for post-release system configuration (this last activity is the responsibility of the customer)
• Customer support for small and short training requests on how to use the system.
• Customer support for extraordinary system maintenance (this latter activity is the responsibility of the customer).

If telephone support is not sufficient to respond to the customer’s needs and requests but Interzen requires intervention on the application, the intervention (effort) will be estimated in terms of hours and costs, and this will be communicated to the customer through an intervention sheet which will highlight the type of intervention required, implementation times and costs. The customer must accept the intervention form.
All requests that do not fall within the previous points and that require intervention on the code are considered evolutionary modifications and will be quoted separately. An estimate will be made of the man days necessary to implement the requested changes to which a daily rate will be applied.

Platinum support is available by subscribing to and contracting a package of days. Interventions will be provided by Interzen upon client request.

The customer can communicate the request for intervention to Interzen via email, Microsoft Office document, or using their own IT systems, subject to Interzen’s verification of their compliance with the requirements set out in their Quality Management System.

For all changes lasting no longer than one business day, the effort communicated by Interzen in response to the customer’s request for intervention is deemed tacitly accepted in the absence of formal acceptance by the customer after three business days. For all changes lasting longer than one business day, written acceptance by the customer via email is required.

At the end of the work, the estimated time will be communicated if it is not possible to estimate it beforehand. A summary of the work performed in the previous month will be sent to the client.

Work is billed at the end of each month on a monthly basis. Minimum billable time: 1 hour.