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Definitions

Below is a breakdown of support definitions.

Basic

For Free Users

  • Cloud infrastructure managed by Appspace
  • Latest software releases
  • Access to online documentation
  • Access to video tutorials

Advanced

For Express Users

  • All the benefits of basic, plus:
  • Online chat & ticket support
  • 12hr response time
  • Two ticket administrators
  • Three incidents /mo.*
  • Support from Monday-Friday, 8am-6pm**

Premium

For Omni C & D Users

  • All the benefits of advanced, plus:
  • Phone support
  • 4hr response time for cloud issues
  • 8hr response time for on-prem issues
  • Five ticket administrators
  • Unlimited incidents /mo.*

Elite

For Omni E & F Users

  • All the benefits of premium, plus:
  • Named Customer Success Manager
  • 2hr response time for cloud issues
  • 4hr response time for on-prem issues
  • Twenty ticket administrators
  • Unlimited incidents /mo*
  • Support from Sunday-Saturday, 8am-6pm**

 

*Reported software bugs and cloud outages do not count towards your monthly incident quota.
**Support hours reflect nearest Appspace regional support center to the primary location of the account.
For full terms of the Service Level Agreement, click here
Other services may be available for a fee through a partner or Appspace Professional Services

Below is a breakdown of service definitions.

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.

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.

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.

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.

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

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