EPAM Systems provides support services for its products based on the respective Service Level Agreements.
Standard support services consist of upgrades and updates to the latest officially released version of the software, as well as a specified number of support hours per year, stated in the agreement, to correct defects in the software.
Support services are provided via email, telephone and/or internet assistance. We offer the following support packages:
| Basic | Gold | Platinum | |
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| Updates and Upgrades | |||
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Updates to the current version |
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Upgrades to new versions |
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| Support services included | |||
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Correction of software defects |
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Consulting on initial set up |
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Consulting on design and best practices (use of API) |
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Migration support from one release to another |
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Review of client's code implementation |
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Performance management and tuning to the best performance on a given platform |
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Access to extending product features ahead of scheduled releases |
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Training |
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| SLA terms | |||
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Coverage |
Business hours |
24x5 |
24x7 |
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On demand on site availability |
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Within 5 days |
Within 24 hours |
| Response time | |||
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Support request acknowledgement |
1 hour |
15 min |
15 min |
| Update or Resolution time | |||
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Severity 1 - Critical Business Impact |
1 day |
2 hours |
2 hours |
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Severity 2 - Significant Business Impact |
3 days |
1 day |
4 hours |
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Severity 3 - Some Business Impact |
14 days |
7 days |
7 days |
|
Severity 4 - Minimal Business Impact |
1 month |
1 month |
1 month |
For an upgrade to the latest version you can use our online
service Client
space.
For additional information about our software and documentation,
follow the online
Knowledge base.
For product support or help please use any of the following
options:
- For technical product support email us at Support FIX Products
- For sales support email us at sales@btobits.com
- Call us at +1-267-759-9000 ext 9