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 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 |
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.
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.
