Software Support Levels
Syscare Premier Advanced Software Support
Telephone software support will be provided on a 24 hours a day, 7 days per week, 365 days per year (the ”Hours of Cover”) with a 30 minutes response time. It will be limited and available only to the software listed within the Software support summary.
The terms of the software support services are as follows:
Support is activated through either contacting the “Syscare Support Desk” using the telephone number 0871 8718660 or directly to the software vendor(s) helpdesk. Vendor helpdesk number(s) shall be provided on e-mail once contract has been activated.
• 24 x 7 x 365 availability year with live transfer
• 30 minutes telephone response time for all reported software problems
• No per-incident limits
• Full access to Syscare customer portal knowledgebase and where applicable vendor portal
• Includes full vendor software releases and updates
• Software license fees included
• Physical Media Kits shipment service (cost may be applicable)
• Remote dial in access support at no additional cost
• Support Notification Services
• One-stop Interoperability Assistance
Call Priority Levels:
Each call logged with the Company shall be assigned a priority level based on the known severity of the problem at the time and in agreement with the user. The priority level assigned will determine the level of service to be applied on a call and the target timescale for the resolution of the problem.
Syscare Premier Software Support
Telephone software support will be provided on a 24 hours a day, 7 days per week, 365 days per year (the ”Hours of Cover”) with a 30 minutes response time. It will be limited and available only to the software listed within the Software support summary.
The terms of the software support services are as follows:
• Support is activated through either contacting the “Syscare Support Desk” using the telephone number 0871 8718660.
• 24 x 7 x 365 availability year with live transfer
• 30 minutes telephone response time for all reported software problems
• No per-incident limits
• Full access to Syscare customer portal knowledgebase and where applicable vendor portal
• Includes software releases where made available by the software manufacturer or software licensor free of charge.
• Physical Media Kits shipment service (cost may be applicable)
• Remote dial in access support at no additional cost
• Support Notification Services
• One-stop Interoperability Assistance
Call Priority Levels:
Each call logged with the Company shall be assigned a priority level based on the known severity of the problem at the time and in agreement with the user. The priority level assigned will determine the level of service to be applied on a call and the target timescale for the resolution of the problem.
Syscare Standard Advanced Software Support
Telephone software support will be provided Monday to Friday from 8am to 8pm (the ”Hours of Cover”) with 4 hour response time. It will be limited and available only to the software listed within the Software support summary.
The terms of the software support services are as follows:
• Support is activated through either contacting the “Syscare Support Desk” using the telephone number 0871 8718660 or directly to the software vendor(s) helpdesk. Vendor helpdesk number(s) shall be provided on e-mail once contract has been activated.
• Monday to Friday, 8am to 8pm availability
• 4 hours telephone response time for all reported software problems
• No per-incident limits
• Full access to Syscare customer portal knowledgebase and where applicable vendor portal
• Includes full vendor software releases and updates
• Software license fees included
• Physical Media Kits shipment service (cost may be applicable)
• Remote dial in access support at no additional cost
• Support Notification Services
Call Priority Levels:
Each call logged with the Company shall be assigned a priority level based on the known severity of the problem at the time and in agreement with the user. The priority level assigned will determine the level of service to be applied on a call and the target timescale for the resolution of the problem
Syscare Standard Software Support
Telephone software support will be provided Monday to Friday from 8am to 8pm (the ”Hours of Cover”) with 4 hour response time. It will be limited and available only to the software listed within the Software support summary.
The terms of the software support services are as follows:
• Support is activated through either contacting the “Syscare Support Desk” using the telephone number 0871 8718660.
• Monday to Friday, 8am to 8pm availability
• 4 hours telephone response time for all reported software problems
• No per-incident limits
• Full access to Syscare customer portal knowledgebase and where applicable vendor portal
• Includes software releases where made available by the software manufacturer or software licensor free of charge.
• Physical Media Kits shipment service (cost may be applicable)
• Remote dial in access support at no additional cost
• Support Notification Services
• One-stop Interoperability Assistance
Call Priority Levels:
Each call logged with the Company shall be assigned a priority level based on the known severity of the problem at the time and in agreement with the user. The priority level assigned will determine the level of service to be applied on a call and the target timescale for the resolution of the problem.