Definitions

Below is a breakdown of support definitions.

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

All the benefits of base, plus:
Online chat support
12hr response time
Two ticket administrators
Three incidents /mo.*
Support from Monday-Friday, 8am-5pm**

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

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-5pm**

*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

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-Prem 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.

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.

Device Task Templates & 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 & Configuration

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

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SERVICES & SUPPORT

APPSPACE SOLUTIONS

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INDUSTRY

FOR STAKEHOLDERS

TEMPLATES

CHANNELS

FEEDS

RESOURCES

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BLOG, EBOOKS, & VIDEOS

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WEBINARS & EVENTS

PARTNERS

PRESS

GETTING STARTED WITH APPSPACE

DOCUMENTATION

PRODUCT CATALOGUE

Definitions

Base support

Advanced support

Premium support

Elite support

Below is a breakdown of service definitions

PLATFORM

COMPANY

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