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Support Levels

Three levels of support are provided for Funasset products and IDS solutions:

Standard

Contact by:
Support Ticket
Available:
Monday to Friday (ex. national holidays), 09:00 to 17:00 GMT.
Times:
No published response, escalation or fix times for any severity level.
Cost:
Free

The following Funasset products have Standard Support applied:

If telephone support and published response, escalation and fix times are required, Premium support will need to be purchased.

Premium

Contact by:
Support Ticket, Email, Telephone and WebEx.
Available:
Monday to Friday (ex. national holidays), 09:00 to 17:00 GMT.
Times:
Published response, escalation and fix times for five severity levels (see below).
Cost:
£499.00 ex VAT pa / £598.80 inc VAT pa
(Only purchasable for products with Standard support)
Severity
Response
Escalation
Fix
1
Less than 2 working hours.
4 elapsed working hours.
3 working days.
2
Less than4 working hours.
8 elapsed working hours.
5 working days.
3
Less than 8 working hours.
16 elapsed working hours.
10 working days.
4
Less than 24 working hours.
Next update.
Next update.
5
Less than 24 working hours.
n/a
n/a

The annual licence that is required for the following Funasset products has Premium Support included:

IDS Support and Maintenance Contract

IDS solutions benefit from an IDS Support & Maintenance Contract. The level of support and maintenance this provides is the same as Premium Support but the annual cost is a percentage of the solution's value.

Note: Minkz, SpoolQ and TN Interface products are only supplied as IDS solutions and therefore benefit from an IDS Support & Maintenance Contract.

Severity levels
Severity 1

Problems which may be described as catastrophic (e.g. where the system is down or user has no critical application production capability) will, in general, be allocated to this severity level.

Severity 2

A major function in normal operation is unusable and there is an awkward workaround, or any other function is unworkable and there is no known workaround.

Severity 3

A minor or major function is unworkable and there is an effective workaround.

Severity 4

An enhancement to the units of the product.

Severity 5

Consultation relating to user information which is not a functional error or enhancement related.