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| SUPPORT PACKAGES (SLA) |
Platinum36 000 |
Our most valuable package! Gold
|
Silver19 350 |
Bronze10 300 |
|---|---|---|---|---|
| Support hours Number of hours of technical support that the customer receives in a given package (monthly / yearly). |
20 / 240 | 17 / 204 | 10 / 120 | 5 / 60 |
| Consultation hours Number of consulting hours to which a client is entitled. Emergency support calls, email conversations, etc. | 17 | 15 | 15 | 10 |
| Support portal Access to the reporting/support portal, available within the web application. | ||||
| Availability What hours and days is the Sonija technical team available for customer support? | Mon - Fri 08:00 - 22:00 & Sat - Sun 07:00 - 12:00 |
Mon - Fri 08:00 - 20:00 & Sat - Sun 08:00 - 11:00 |
Mon - Fri 09:00 - 18:00 |
Mon - Fri 09:00 - 16:00 |
| Priority of submissions What type of ticket priorities can a customer configure to report an issue? | Low, Medium, High, Critical | Low, Medium, High, Critical | Low, Medium, High | Low, Medium |
| Organizational meeting Organizational meeting at the client's premises to discuss the most urgent topics. | 3x a year |
1x a year |
||
| Audits Security, hardware and performance audit of the installed application and dependent services. | ||||
| Dedicated caregiver A dedicated service/support consultant, to whom the client receives separate communication channels. | ||||
| Dedicated programmer A dedicated developer for the client who can maintain constant contact with the client in order to, for example, personalize the solution. | ||||
| Sonija DialogTech Technical workshops organized as online meetings between Sonija and the client. | 3x a month |
1x a month |
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