|
Our Support service plans use the concept of incidents (or requests). 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 attended through our web-based support system only. Once closed, every incident is discounted from the customer's total incident credits(applied to the Basic plan only) no matter is the problem where found (bug fixes included).
Support services are available in two categories: Basic and Premium. The differences between the Basic and Premium support categories are described in the below table:.
|
Contract/Plan |
Basic |
Premium |
|
Support incidents |
» 4 incidents per month (not cumulative)
|
» unlimited incidents
|
|
Service Level Agreement |
» Incidents start to be attended in 4 business days maximum
|
» incidents start to be attended in next business day maximum
» Access to the support knowledge base |
|
# of accounts |
» Only one authorized account in the support system |
» A group of 5 authorized accounts (access to all incidents inside the group)
» Access to the support knowledge base |
| Contract Period |
Quarter |
USD $387 |
USD $687 |
| Annual |
USD $1,188 save USD 360 |
USD $2,148 save USD 600 |
Frequent Buyers Discount Policy:
» Frequent license buyers have discounts on our support plan prices. The values spent on licences and license updates are accumulated in a customer's balance. The discount starts on 10% for the first USD $2,000 accumulated and for each additional USD 2,000 spent an extra discount of 5% is given , up to a maximum of 55%. The discount is applied in the price of the support plan at the purchase moment and the respective value is decreased from the customer's accumulated balance amount.
Examples:
Balance= USD $ 2,500 -> discount = 10% -> Balance= USD 500
Balance= USD $ 5,000 -> discount = 15% -> Balance= USD 1,000
Balance= USD $ 15,000 -> discount = 40% -> Balance= USD 1,000
Balance= USD $ 18,000 -> discount = 50% -> Balance= USD 0
Balance= USD $ 20,000 -> discount = 55% -> Balance= USD 0
Balance= USD $ 25,000 -> discount = 55% -> Balance= USD 5,000
» If there is no investment on licences or license updates in an 12 month period, the customers's accumulated 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
|
|
|
