Support service levels are a function of desired scope and responsiveness of services

  • We recommend support for business, critical, and enterprise customers
  • License-only customers are self-guided in their deployment, use, and support of the Enterprise Tester platform
  • Catch Service Level Agreements are valid for current and minus one versions of the software, and where minimum installation configuration standards have been followed, see our Knowledge Base for detail
  • To request Service Desk support, have your Support Entitlement Number (SEN) ready and Request Support

Support and Services

Add Support Services or take a ‘License only’ option

Feature License Only Basic Premium
Support Scope Enterprise Tester Bugs only   Single point of contact for in-scope software Single point of contact for in-scope software
Service Availability 8am-5pm NZ Business Days 8am-5pm NZ Business Days Service Desk – NZ Business hours 8am – 5pm
Incident Response Time Best endeavours 4 hours 2 hours
User Support No Yes Yes
Operational Contact Channels Email, Service Desk Portal email, phone, web conference, service desk portal email, phone, web conference, service desk portal. Overs and under through the year, fair use approach
Customer Engagement Management Account Manager, business to business relationship
Committed SLA No Yes Yes
Effort per month 4 hours (Approx) ~8 hours (approx) per month per application, for all request types
Infrastructure Support No Can be included Can be included
Version Upgrades Customer to perform Customer to perform Service Desk assists / performs
Installation Support No Can be included Can be included