Standard Support includes the following services for supported products:
- Queued access to a team of product specialists
- Unlimited calls per year for a single customer contact
- Targeted response time of four working hours for high priority (P1) calls and 8 working hours for lower priority calls.
- Product CD replacement
- Minor (e.g., 2.1, 2.2, 2.3, etc.) and patch releases are provided as available.
- The right to purchase Major Version Upgrades at a 70% discount off Birdstep’s development license list price.
The Standard Support offering provides the following significant values to you:
- Prompt product problem determination and resolution
- Emergency issues immediately escalated
- Customer development efforts continue without interruption
- Customer Applications stability
- Keeps customers current with latest releases and features
- Continued relationship eases migration to newer versions and capabilities
- Personalized, quality, customer service representatives
- Rigorous escalation process to ensure timely resolution
- Web accessible case status
- CD insurance