Technical Support Plans
Proactive and predictive support for organizations across all industries.
Cyware's made-to-measure support plans ensure the best outcomes for your organization by providing the right blend of interactive and emergency support services. Our three-tiered support model offers you flexibility and coverage with access to support services that are prompt, efficient, cost-effective, and readily available when you need them the most.
Here are the support models we offer
|Number of Support Desk Accounts||One||Two||Ten|
|Business Hour Availability||Yes||Yes||Yes|
|After-Hours Availability for High Priority Issues||No||Yes (24x5)||Yes (24x7x365)|
|Online Support Desk Portal||24x7 Access||24x7 Access||24x7 Access|
|Service Pack Updates, Bug Fixes, New Application Builds/Versions, Backend Enhancements, Security Patches||Included in the Plan||Included in the Plan||Included in the Plan|
|Annual Web-based Training||No||No||Yes|
|Technical Support Manager (Single point of contact)||No||No||Yes|
* Business Hours: 8:00 am to 5:00 pm Local time zone
Support Ticket Priorities and Definitions
Support Tickets received by the Cyware Support Team will be given a Priority Code from 1 – 5 based on definitions provided below. The Priority Code will be the basis for assigning resources to the request.
Critical Business Impact
A Priority 1 issue has a critical impact on the Software’s functionality, usability, and overall business operations. This Priority level can also be used if the production environment is down.
Significant Business Impact
A Priority 2 issue indicates a potentially significant business impact that has caused a partial failure or mild degradation of the Software’s critical features in the production environment.
Limited Business Impact
A Priority 3 issue indicates a potentially limited business impact and the cases where some of the features which are not critical to business operations are unavailable.
Minimal Business Impact
A Priority 4 issue indicates that Users are able to access almost all the resources and there is very minimal impact on business operations with a temporary workaround being implemented.
No Business Impact
A Priority 5 issue is used to make suggestions or request assistance with the application. A Priority 5 issue does not indicate any issue with the Software that requires immediate attention.
Ticket Types and Definitions
New Feature Request
Maintenance and Product Releases
All Support packages include a maintenance plan that includes software upgrades, bug-fixes, patches, error corrections and enhancements that Cyware will provide to clients. The schedule of releases may change over time in response to customer input, market evolution and development constraints.
Cyware follows a standard procedure for installing server patches in the Client’s Production environment. Cyware will verify the operational continuity of applications and associated services according to the post-patching procedure provided to Clients hosting Cyware's applications.
Product Releases may include
Major releases containing functional enhancements, modifications, or extensions according to the product’s roadmap.
Planned Maintenance releases are minor releases limited to error corrections and bug fixes.
Critical Security Hotfixes or Workarounds or Patches may be provided on an as-needed basis for critical vulnerabilities.