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 | Base | 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 |