Definitions

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Last updated on August 05, 2016.

Support Definitions

Omni subscription plans include comprehensive support that include lots of great services.

 
 
 

Advanced

Cloud infrastructure managed by Appspace

Latest major and maintenance software releases

Individual patches to fix specific software issues

Ticket, email and phone support to solve issues

8hr response time from when you submit a ticket

Access to online documentation

Two 2-hour blocks of training

Premium

Cloud infrastructure managed by Appspace

Latest major and maintenance software releases

Individual patches to fix specific software issues

Ticket, email and phone support to solve issues

4hr response time from when you submit a ticket

Access to online documentation

Four 2-hour blocks of training

Free network assessment and resolution plan

One installation of on-premises software

Five device task templates and configuration

Two alert templates and configuration

Elite

Cloud infrastructure managed by Appspace

Latest major and maintenance software releases

Individual patches to fix specific software issues

Ticket, email and phone support to solve issues

2hr response time from when you submit a ticket

Access to online documentation

Ten 2-hour blocks of training

Free network assessment and resolution plan

One installation of on-premises software

Ten device task templates and configuration

Ten alert templates and configuration

Named Customer Success Manager

One custom channel design and build (up to 3 layouts)

 
 

Other services may be available for a fee, through partners or Appspace Professional Services.
 

 

Service Definitions

Network assessment

Upon customer completing a network questionnaire, an Appspace Engineer uses an Environment Check Tool to assess the network, find incorrect settings and work with customer to rectify. Estimate: 8 hours.

 

On-premises software installation

An Appspace engineer uses remote desktop tools to supervise, help or perform the installation of Appspace on-premises software on a customer’s server. Pre-requisite requires a successful Network Consult. Estimate: 8 hours.

 

Device task templates and configuration

An Appspace engineer uses a pre-built template or creates a new one to configure a device task. Customer is responsible for applying task templates to specific devices. Estimate: 120mins/template.

 

Alert templates and configuration

Appspace Professional Services will work with customer to tailor an existing alert template. Estimate: 60 mins/template.

 

Custom channel design

Appspace Professional Services will work with customer to design, and build a custom channel using the visual editor toolset, as defined in the Standard Statement of Work. Estimate: 40 hours.