Support & Maintenance





3 cases / month
Dedicated contact
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

Max 2

2. Business continuity assistance

Max 2

3. Software optimization

Max 2

4. Underlying software upgrade consultancy

Max 2

5. Backup policy or strategy consultancy

Max 2

6. Configuration management

7. Version management

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.