PRODUCT SUPPORT
 
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Standard Support and Maintenance

Standard Support and Maintenance (SSM) contract provides software maintenance and standard support for the respective software on annual renewable basis. Customers with SSM have access to Elixir's technical support team for problem resolution and technical guidance on the use of Elixir Product. Technical support is available via e-mail support.

Support hours are from 9.00 am to 6.00 pm (+0800 GMT), Monday to Friday excluding Singapore gazetted public holidays. For renewals, the purchase must cover all the licenses within the same site.

Scope of Support:

  • Clarification of functions and features;
  • Clarification of documentation;
  • Guidance in the operation of the Software; and
  • Software error analysis

Scope of Maintenance:

  • Free upgrades for major version and minor version releases; and
  • Notification of generally available releases (bug fix release are on demand only)

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Gold Priority Support

Gold Priority Support (GPS) contract provides incident based technical support for operating Elixir software in business critical operational environment.

Triggered on a per incident basis, the scope of GPS includes:

  • 9 x 5 On-line Support triggered via e-mail with 4 hour response time for acknowledgement and problem classification, including calls or on-site visit initiated by Elixir Engineer where deemed necessary
  • Incident based support with unlimited support interactions and periodic update until closure.
  • Accelerated problem resolution
  • Priority fix release when available
  • Support account management, for up to 2 authorized contact persons, with each additional person incurring an extra US$200 one time registration fee.

The incident packs are available as packs of multiple of 10-incidents (ie, 10, 20, 30, etc), and each pack is valid for 1 year from the date of purchase.

Encountered a problem? Request for Gold Priority Support here.


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Platinum Priority Support

Platinum Priority Support (PPS) contract provides 24 by 7 technical support for operating Elixir software in a high availability, mission critical operational environment.

Governed by a Service Level Agreement (SLA), the scope of PPS includes:

  • 24 by 7 Helpdesk Services including call logging with 2 hour response time by Elixir Consultant, and on-site support in 4 hours, depending on the severity level
  • Periodic preventive maintenance with health check
  • Unlimited support incidents based on a capped value governed by the SLA
  • Accelerated problem resolution
  • Priority fix release when available
  • Support account management

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