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 two-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||Five||Ten|
|Business Hour Availability||8am-6pm EST |
|After-Hours Availability for High Priority Issues||No||Yes (24x7x365)|
|Online Support Desk Portal||24x7 Access||24x7 Access|
|Service Pack Updates, Bug Fixes, New Application Builds/Versions, Backend Enhancements, Application Security Patches||Included in the Plan||Included in the Plan|
|Annual Web-based Training||No||Yes|
|Online Knowledge base and Technical Support Documentation||Yes||Yes|
Support Ticket Priorities and Definitions
Support Tickets received by the Cyware Support Team will be given a Priority Code based on the definitions provided below. The Priority Code will be the basis for assigning resources to the request.
Critical Business Impact
A Urgent issue has a critical impact on the Software’s functionality and usability, and has a direct critical impact on business operations. This Priority level is to be used if the production environment is down.
Significant Business Impact
A High 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 Medium issue indicates a potentially limited business impact, and the cases where some of the features which are not critical to business operations are unavailable or partially functional.
Minimal Business Impact
A Low issue indicates that Users can access almost all the resources, and there is minimal impact on standard business operations.
Ticket Types and Definitions
New Feature Request
Maintenance and Product Releases
All Support packages include a maintenance plan that provides software upgrades, bug fixes, patches, error corrections, and enhancements that Cyware provides to clients. The schedule of releases may change over time in response to client input, market evolution, and development constraints.
Product Releases may include the following
Major releases containing functional enhancements, modifications, or extensions, according to the product’s roadmap.
Planned Maintenance releases are limited to error corrections and bug fixes.
Critical Security Hotfixes or Workarounds may be provided on an as-needed basis when patches are released for critical vulnerabilities.