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

FeatureLicense OnlyBasePremium
Support ScopeEnterprise Tester Bugs only  Single point of contact for in-scope softwareSingle point of contact for in-scope software
Service Availability8am-5pm NZ Business Days8am-5pm NZ Business DaysService Desk – NZ Business hours 8am – 5pm
Incident Response TimeBest endeavours4 hours2 hours
User SupportNoYesYes
Operational Contact ChannelsEmail, Service Desk Portalemail, phone, web conference, service desk portalemail, phone, web conference, service desk portal. Overs and under through the year, fair use approach
Customer Engagement ManagementAccount Manager, business to business relationship
Committed SLANoYesYes
Effort per month4 hours (Approx)~8 hours (approx) per month per application, for all request types
Infrastructure SupportNoCan be includedCan be included
Version UpgradesCustomer to performCustomer to performService Desk assists / performs
Installation SupportNoCan be includedCan be included