Support and Education Bundles
Explore our comprehensive collection of Support and Education bundles and find the perfect solution to address your unique service needs.
IN-PLATFORM
Public Knowledge Base
Public community
RESPONSE TARGETS
Initial Response Severity Level 1
Initial Response Severity Level 2
Initial Response Severity Level 3
Follow-up Response Severity Level 1
Follow-up Response Severity Level 2-3
ACCESSIBILITY
Authorized Contacts
Phone Support
EDUCATION
Access to eLearning Library
Access to Certifications
Access to Public Virtual Courses
Private Virtual Training Sessions
DEDICATED RESOURCE
Cases Handled by Sr. Advisor
Named Advisor Direct Instance Access (Optional)
Proactive Communication & Planning
Named Advisor
Services Days
Weekly Updates
Active Tickets
Utilization Metrics
Governance Strategy
Dedicated Phone Line
Beta Access and Consultative Services
Prioritized Development Tickets
Subscriber Obligations
Authorized Support Contacts
Subscriber will appoint up to the allotted number of individuals within Subscriber’s organization that are trained on the operation of the Services to act as primary contacts between Subscriber and 马来西亚牛牛玩法 with regards to the Technical Support Services. Subscriber must initiate all requests for Technical Support Services through these contacts.
Error Reporting
Subscriber will document and promptly report all detected errors to 马来西亚牛牛玩法 with sufficient detail to permit 马来西亚牛牛玩法 to reproduce the error. Subscriber will assist 马来西亚牛牛玩法 with recreating and diagnosing each error.
Good Standing
The provision of the Technical Support Services by 马来西亚牛牛玩法 during the term of this Agreement is contingent upon Subscriber’s performance of its payment and other obligations under the Agreement. 马来西亚牛牛玩法 reserves the right, in addition to other remedies available, to suspend its provision of the Technical Support Services for so long as Subscriber is not current with its obligations.
Appendix
Priority Error Definitions
Issues will be categorized and handled according to an assigned severity level. The case severity level is designated by the Supported Contact at time of case submission, and may be updated by 马来西亚牛牛玩法 in coordination with Subscriber’s Authorized Support Contacts as follows:
Level 1
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Level 2
Major functionality is impacted or performance is significantly degraded. Issue is persistent and affects many users. No reasonable workaround available. Includes time-sensitive requests such as feature activation or a data import.
Level 3
System performance issue or bug affecting some but not all users; routine inquiry regarding technical issues, application capabilities, navigation, installation or configuration; Reasonable workaround available. Resolution required as soon as reasonably practicable.
*马来西亚牛牛玩法 will use commercially reasonable efforts to respond to problems reported by Subscriber and verified by 马来西亚牛牛玩法 in accordance with the priority level assigned to such incident by 马来西亚牛牛玩法. Except for Severity 1 issues, target response times are measured from the time 马来西亚牛牛玩法 receives the report in regular business hours. Escalation to higher levels of Support management will occur if response time targets are not met.
For 马来西亚牛牛玩法 Subscribers located in Japan, the technical support available to you is described at: /jp/company/support-package.