Types of support
GOLD SUPPORT – SOFTWARE MAINTENANCE
The Gold support includes updates (so-called Software Assurance) and technical support for software malfunctions.
Software Assurance ensures that new versions of the software are available at no additional cost. Requires, to be quoted separately based on the complexity of the update, professional services for the software update activity (with the exception of the Cloud service).
Support and maintenance ensure that bugs and other system malfunctions are resolved.
Formally, the bug must be reported to Interzen via e-mail by writing to firstname.lastname@example.org.
Interzen will carry out the bug fixing activity and release the patch with the removal of the bug on the established date.
PLATINUM SUPPORT – SOFTWARE SUPPORT
The Platinum Support includes the same services as Gold with in addition software support. The software support is different from the previous point since it provides support for the use of the software subject of the contract.
For example, the customer may request explanations on some features for which he does not remember how it works, or he may request how to carry out configuration or extraordinary maintenance operations. This support is provided by telephone. Therefore, software support means the support provided by Interzen to the Customer in the use of the software. This support is complementary (and in addition) to the fee provided for the Software Assurance and for the support of software malfunctions (Gold Support).
By way of example, but not limited to, software support covers the following activities provided by Interzen:
• Telephone support to the customer for the configuration of the post-release system (the latter being the responsibility of the customer)
• Telephone support to the customer for small and short training requests for using the system
• Telephone support to the customer for extraordinary maintenance of the system (the latter being the responsibility of the customer).
If the telephone support is not sufficient to respond to the needs and requests of the customer but an intervention on the software by Interzen is required, the intervention (the effort) will be estimated in terms of hours and costs, and will be communicated to the customer through an intervention form 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 configured as evolutionary changes, and will be quoted separately. An estimate of the man days necessary to implement the requested changes will be made to which a daily rate will be applied.