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Commercial-grade applications that connect people, processes, and information.

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Customer Support Reponse-Times and Service Rates

Please refer to your service and support agreement for specific terms regarding response-time guarantees and pricing from our customer service and support group. If you do not have a formal agreement in place, please contact us so that we can discuss the unique needs of your organization.

Standard service rates and response-time guarantees are as follows -- outside the terms of a defined and confirmed service agreement:

Standard Service and Support Rates

Scheduled Service and Support
$190 per hour
Unscheduled Service and Support $230 per hour
Emergency Service and Support
$290 per hour

Priority Definitions

High Any one of following problems occurs in a typical use-case, and no reasonable workaround has been identified: the application crashes; incorrect values are calculated or no data is calculated; an essential or commonly used piece of functionality works incorrectly or does not work; a non-essential piece of functionality works incorrectly or does not work but a piece of essential functionality is dependent upon it.
Medium A non-essential piece of functionality works incorrectly or does not work, and a reasonable workaround has been identified.
Low  A request for new features or modified functionality, pending review and discussion.

Response-Time for Scheduled Service and Support

High Ongoing investigation and assistance until problem is resolved, following acknowledgement within 1 business day
Medium  Ongoing investigation and assistance until problem is resolved, following acknowledgement within 1 to 5 business day
Low  Ongoing investigation and assistance until problem is resolved, following acknowledgement within 5 to 10 business days

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