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Infraspace Cloud Support

Find the right level of support to meet your exact needs

Premium support

Premium support is dedicated for mission-critical environments that are strategically dependent on Comarch CIC Platform. The following extra support is provided only if you have a Premium support plan:

 

• Top priority in carrying out support

• Enabled Technical Account Manager to actively monitor your environment and assist you with the optimization

• Business Account Manager for being in contact with our experts who can provide you with specialized technical consultations and additional assistance

• Quarterly business reviews

Advanced support

Advanced support is offered to environments with a limited number of business-critical applications.

Basic support

Basic support is provided to non-production environments or workloads where traditional severities and response times are not necessary.

Changing your support plan

Customize your suport plan at any given moment by making contact with the Comarch Infraspace Cloud sales team. Simply, click on the buton below and we will connect you with one of our dedicated experts via a contact form.

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Comparison

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 contact2-10 defined contactsUnlimited 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


Severity Levels

Comarch will address each support request according to the following categories, depending on the severity of the impact experienced by the customer. Customer will accept the severity levels defined and communicated by Comarch, providing that Comarch’s classification is reasonable.

  1. 01 Business-critical system shutdown

    2. Definition: A customer is unable to fulfil its business objectives due to critical loss of service and business operations.

    Example: A customer is unable to launch or terminate instances or the CIC platform is partially inoperable.

  2. 02 Defective production system

    3. Definition: Important functions of the CIC platform are degraded. Operations can continue in a restricted form, although long-term productivity might be significantly affected.

    Example: A sporadic CIC platform interruption.

  3. 03 Impaired system

    4. Definition: Partial, non-critical loss of functionality of the CIC platform. Impaired operability of a few components, but the user can continue using the platform.

    Example: Inability to launch or terminate new instances. Current instances are operating normally. / Low performance of any of the CIC platform components.

  4. 04 General guidance

    5. Definition: Non-critical; general use questions about the CIC platform.

    Example: Unusual delay in launching new instances.

Business-critical system shutdown

Definition: A customer is unable to fulfil its business objectives due to critical loss of service and business operations.

Example: A customer is unable to launch or terminate instances or the CIC platform is partially inoperable.

Defective production system

Definition: Important functions of the CIC platform are degraded. Operations can continue in a restricted form, although long-term productivity might be significantly affected.

Example: A sporadic CIC platform interruption.

Impaired system

Definition: Partial, non-critical loss of functionality of the CIC platform. Impaired operability of a few components, but the user can continue using the platform.

Example: Inability to launch or terminate new instances. Current instances are operating normally. / Low performance of any of the CIC platform components.

General guidance

Definition: Non-critical; general use questions about the CIC platform.

Example: Unusual delay in launching new instances.

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