Support & Maintenance
Service
Bronze
Silver
Gold
3 cases / month
Unlimited cases
Enhanced resolution time
Monthly proactive support
1. Environment health check
2. System status and suggested actions report
3. Customer intervention tracking
Custom support
1. Remote interventions (all that apply):
- configuration
- analysis and diagnosis
- incident reproduction on Allevo environments
- temporary or final solution suggestion
- delivering the solution on the test platform
- assistance for solution testing and validation
- solution promotion on the production environment
2. Solution test scenarios
3. Assistance requests for historical (at least 60 days old) incidents
4. Customer platform administration
5. Additional documentation
6. Information or guidance requests for provided documentation
Special support services (on an yearly basis)
1. Technical or business consultancy
2. Business continuity assistance
3. Software optimization
4. Underlying software upgrade consultancy
5. Backup policy or strategy consultancy
6. Configuration management
7. Version management
Note:
included services
Blanks: services are optional and can be contracted on a one by one basis. Packages are differentiated by agreed SLA conditions. Allevo ensures a full range of maintenance services for its products, from limited user support, fixing malfunctions, publishing new versions or releases, the right to use any patches (corrections or modifications) or any new releases, up to compliance to industry regulations and standards.