| BASIC | ADVANCED | PREMIUM |
Description | Basic business protection which is included in your Comarch CIC Platform | Prioritized case handling and support experience that meets your business needs | Enhanced client engagement that goes hand in hand with your business profile to accelerate Time to Value |
Availability | 24/7 access to the Comarch CIC technical support via a ticketing system, documentation and whitepapers | 24/7 access to the Comarch CIC technical support via a ticketing system, documentation and whitepapers | 24/7 access to the Comarch CIC technical support via a ticketing system, documentation and whitepapers |
Technical Support | *Contact with the technical support team during the business hours | 24/7 access to technical support team | 24/7 access to technical support team |
Technical Support Approaches | Ticket | Ticket, phone | Ticket, Phone |
Who can direct cases | One primary contact | 2-10 defined contacts | Unlimited contacts |
Initial response time | Business-critical system down:
< 16 business hours
Production system impaired:
< 24 business hours
System impaired:
< 24 business hours | Business-critical system down:
< 4 hours
Production system impaired:
< 8 business hours
System impaired:
< 16 business hours | Business-critical system down:
< 1 hours
Production system impaired:
< 12 hours
System impaired:
< 8 business hours |
Incident resolution time | Not applicable | Business-critical system down:
< 8 hours
Production system impaired:
< 24 business hours
System impaired:
< 40 business hours | Business-critical system down:
< 4 hours
Production system impaired:
< 24 hours
System impaired:
< 24 business hours |
The architecture of support | General | Contextual to your use-cases | A consultative review and professional guidance based on your applications |
Third-Party Software Support | Not applicable | Interoperability & configuration guidance | Interoperability & configuration guidance and troubleshooting |
Additional support | Not applicable | Quarterly business reviews | Quarterly business reviews An assigned Technical Account Manager Business Account Manager |
Account Assistance | Not applicable | Not applicable | *Contact with the technical support team during the business hours |
Price | Included | Start with 1 500 € + 19% of monthly usage for the first 5 000 € – 7 000 € + 14% of monthly usage from 7 000 € – 10 000 € + 11% of monthly usage from 10 000 € – 20 000 € + 8% of monthly usage over 20 000 € | Please contact our sales representative OR Minimum level at 10 000 € / month |
