Extended Support
Extended support for your products at PieceX
Allan from PieceX
Last Update vor 2 Jahren
For a step by step tutorial please visit: https://blog.piecex.com/blog/extended-support/
In addition to the standard support, some PieceX products might also offer "Extended support". This support is charged as an additional fee and includes support activities and features that are not included within the standard support.
The extended support is offered as a monthly recurring payment (subscription) and it includes all the support features as described at the extended support acquisition.
The support period is also extended as long as the extended support monthly subscription is active.
Each extended support plan will indicate the activities included. The support will be provided according to the business hours indicated by the seller. The business hours are the hours during the day in which you will be available to provide support. The response time of the support depends on the type of inquiry or severity of the issue/inquiry and is indicated in terms of business hours defined by the seller.
There are 2 types of severities:
- High Severity: A high severity means that the source code or a critical functionality of the source code is inoperable. This usually indicates an inability to access products or services resulting in a critical impact on operations. This condition requires an immediate solution.
- Low Severity: An inquiry or non-technical request. The product, service, or functionality is usable and the issue does not represent a significant impact on operations.
For example, if the product states that the response time for a high severity is 12 hours. It means that the seller will reply and provide assistance to a high critical problem within 12 hours business hours of the initial notification of the issue.
The support indicates the business hours that the seller operates and the timezone of the seller. Each extended support plan including support will also state the communication channels that the seller has available for support. The communication channels state how the extended support provider will provide support. The support activities are also detailed under “Support features”. Please notice that some extended support plans may or may not include a number of engineering hours. These are the engineering hours included in each plan.