SLA for fastest support for all upcoming problems
Technical Gold Support
The Challenge
- The response times of the Maintenance contract are too long?
- You need more security?
Technical Gold Support - the exclusive solution
Gold Support is based on the Hubdrive maintenance contract and covers exactly the same service portfolio, but with faster response times and higher availability. Details of the general maintenance contract can be found in the General Terms and Conditions.
Technical Gold Support is the highest technical support level for HR for Dynamics. A highly available support team of Senior Support Agents re-establishes the availability of your system within shortest time. Guaranteed response times from 4 hours are possible.
How can the Gold Support benefit you?
- Employees can keep working faster
- Disadvantages for your business are minimized or even prevented
- Problems are coordinated the best way possible directly by Support specialists
- You have security in costs by billing as flat rate
Priority Levels
The following severity levels and associated response times are guaranteed for reported problems:
- Priority Level - Emergency: 4 hours
- Priority Level - High: 6 hours
- Priority Level - Medium: 12 hours
Definition
Priority Level 1 – Emergency
Any error or other issue that has led to the complete failure of the Hubdrive solutions for all users on the productive system.
Priority Level 2 – High
Any error or other issue that has led to a failure of significant parts of the Hubdrive solutions for all users on the productive system.
Priority Level 3 – Medium
Any error or other issue that has led to noticeable malfunctions of significant parts of the Hubdrive solutions for some of the users on the productive system.
Authorized communication channels
For the use of the Gold Support, the customer names three employees who are legitimized to submit requests.
Prerequisites
The Gold Support contract requires a valid maintenance contract for HR for Dynamics.
Delivery
Online
Price
| Number of licenses in your organization | Per month |
|---|---|
| 1 to 100 licenses | $550 |
| 101 to 200 licenses | $980 |
| 201 to 500 licenses | $1,600 |
| 501 to 1000 licenses | $2,500 |
| 1001 to 2000 licenses | $3,900 |
| More than 2001 licenses | upon request |
Next Step
Feel free to contact us.
ID: CSTSPU1014