Support Service Levels

Standard Support
Provides an essential, high quality remote technical support to your organization. The Standard modality allows you to obtain assistance from Nilogy for suspected defects and product-specific, task-oriented questions regarding the installation of product updates. This level of support is indicated for those organizations that use Nilogy applications in non-critical processes, restricted to a single department and a reduced number of users.

Gold Support

Provides both additional and specialized support on Nilogy products. Gold Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts and knowledge transfers. Gold support is the best choice for those organizations that use Nilogy applications in processes with a medium degree of criticality and that run across several departments.

Platinum Support

In addition to the Gold level, this offers a priority remote service and the mobilization of professionals with different specialties.

Additionally, new customer requirements detected during the continuous use of the application receive an advisory service and priority service in the evolutionary product roadmap. This level is recommended for companies that use Nilogy products in corporate manner for critical processes that require high availability, reliability and operating efficiency.

Advanced Support

In addition to the Platinum level, this offers a remote service and solution (workaround). This contract provides for contract the maximum time for solution (workaround) the problem, based on their criticality. This level is recommended for companies that use Nilogy products in a corporate manner for critical processes requiring high availability, reliability and operating efficiency, where the infrastructure available for Nilogy products complies with the strict requirements foreseen by the manufacturer Nilogy.

 

SERVICE LEVEL (SLA) STANDARD GOLD PLATINUM ADVANCED
Bug fixing and minor amendments.
Email Support in working hours
Technical assistance with application usage.
In-house Meeting request in working hours
Phone Support in working hours
On-Site Support in working hours
Technical Support Contacts 1 2 3
Technical consultation with application environment support.
Major upgrades and enhancements.
Assigned technical support analyst.
Emergency remote support assistance.
New requirements analysis.
Allows you to set time solution (workaround) on contract.

 

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