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
BASIC | ADVANCED | PREMIUM | |
Description | Basic business protection which is included in your Comarch CIC Platform | Prioritized case handling and support experience that meet 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, Chat |
Who can direct cases | One primary contact 10 cases / Quarter | 2-5 defined contacts Unlimited cases | Unlimited contacts Unlimited cases |
Initial response time | General guidance: < 36 business hours System impaired: < 12 business hours | General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 4 hours | General guidance: < 24 hours System impaired: < 12 hours Production system impaired: < 1 hours Business-critical system down: < 30minutes |
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 |
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.
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.
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.
Definition: Non-critical; general use questions about the CIC platform.
Example: Unusual delay in launching new instances.
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.
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.
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.
Definition: Non-critical; general use questions about the CIC platform.
Example: Unusual delay in launching new instances.