The Mansystems Gold support option (7*24) extends our support service for priority 1 calls to 24 hours a day, 7 days a week. It offers additional services from the Silver Support plan and supports those clients who consider their service management solution business critical.
Service Window
8.00-17.00 from Monday through Friday (all priorities)
24 hours a day, 7 days a week (Priority 1 calls)
Service Level Agreement
| Call | Response time | Resolution time |
|---|---|---|
| Priority 1 | 1 hour | 8 hours |
| Priority 2 | 4 hours | 16 hours |
| Priority 3 | 8 hours | 120 hours |
| Priority 4 | 16 hours | Unspecified |
Plus
- One on-site visit per year to provide an application performance audit with an accompanying recommendation report (max 2 days per year)
- Stand-by service if necessary (max 5 days per year)
Please contact our sales department for contract policies