Standard Support Plans | |||||||
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Essential Entre Direct Support Plans | High-Availability Support | Pair-of-hands Support | Standard Support | Advanced Replacement Support | Mission Critical Support for Channel Extension Products | Software Technical Support 9 x 5 | Software Technical Support 24 x 7 |
Telephone Support | 24 x 7 Access | 24 x 7 Access | 24 x 7 Access | 24 x 7 Access | 24 x 7 Access | 9 x 5 Access (Local Time) | 24 x 7 Access |
Online Support and trouble Ticketing | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited | Unlimited |
Software Releases | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates | Bug Fixes and Maintenance Updates |
Hardware Repair / Replacement | 4-hour onsite hardware repair (labor and parts) | 4-hour replacement parts onsite | Next-business day onsite hardware repair (labor and parts) | 2-business day replacement parts onsite | 4-hour onsite hardware repair (labor and parts) | None | None |
Direct Support | |||||||
Entre Supplemental Support Plans | Direct Access to the Entre Message Center 24 x 7 | Online Support via Entre Support Portal | Ongoing Software Updates | Management of Call Activity | Account Management | Quarterly Support Reviews | Entre Resident Consultants |
X | X | X | |||||
X | X | X | X | X | X | X | |
X | X | X | X | X | X | X | X |