Services/Support

Support services uses the concept of incidents. SuperWaba defines a single support incident as an issue that focuses on one aspect of the product – e.g. use of a specific documented feature of the product or assistance with a specific problem or error message. While this issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and requires an additional support incident. SuperWaba consultants are responsible for determining what characterizes a support incident.

The support incidents are managed through our web support system only. Once closed every incident is discounted from a customer's total credits(applied to the Basic plan only) no matter the problem found (bug fixes included).

Support services are available in two categories: Basic and Premium. The difference between the Basic an Premium support categories is the service level agreement. Below the characteristics of each one:.

	Contract/Plan	Basic	Premium
	Service Level Agreement	» 4 incidents per month (not cumulative) » Incidents start to be attended in 4 business days maximum » Only one authorized account in the support system	» unlimited incidents » incidents start to be attended in next business day maximum » A group of 5 authorized accounts (access to all incidents inside the group) » Access to the support knowledge base
	Monthly	USD $129 per month	USD $229 per month
	Annual	USD $1,188 save USD 360	USD $2,148 save USD 600

Discount Policy(valid only for support plan adopters):

» The values spent on licences and update plans are acumulated and for each USD 2,000 paid, one month of support service is given at no cost. The value exchanged is decreased from the acumulated balance.

» If there is no investment on licences and update plans during one year and a half or more the acumulated balance is set to zero.

Inputs and ouputs of this service:

Inputs	Outputs
Steps to reproduce error, expected and obtained results Upload source code needed to repository Supply special hardware needed to reproduce the error (if necessary) Patches of the products (Litebase & TotalCross VM) if necessary	Source code commented and corrected Detailed report about corrections made