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
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.
Cyware’s Service Level Guarantee
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