The following table outlines the response time commitments based on the support plan selected (Standard 5 x 9 vs. 24/7 Online Service).
| Feature | 5×9 Online Service | 24/7 Online Service |
|---|---|---|
| Response Time Coverage | Standard working time | Standard operating time (24 x 7 for Severity Levels 1 and 2) |
| Severity Level 1 | 1 Working hour | 1 Hour |
| Severity Level 2 | 4 Working hours | 2 Hours |
| Severity Level 3 | 1 Working day | 4 Hours |
| Severity Level 4 | 2 Working days | 1 Working day |
| Severity Level 5 | 10 Working days | 4 Working days |
Issues are categorized into five severity levels based on their impact on the production or development environments.
Issues that severely impact the normal operation of the production environment, such as loss of production data or system malfunctions that cause business operations to be suspended with no temporary solution available.
The software functions normally, but its use in a production environment is severely compromised, resulting in a significant impact on business operations with no temporary solutions.
Partial, non-critical software issues in production or development. Operations can still function normally (perhaps with temporary solutions), but development projects may be unable to continue or migrate to production.
General usage issues, including documentation errors or enhancement suggestions. Impact on system performance and functionality is low or nonexistent.
Customer suggestions for product expansion or future modifications that do not affect current quality, functionality, or performance.
Support is offered through several tiers and professional service models:
Includes remote troubleshooting, phone and email support, and platform software version updates. The cost is typically 20% of the total product license price per year.
Provides on-site or remote customized development and operations and maintenance for key customers, charged per person/day.
A proactive service including a dedicated customer team, senior technical experts, periodic health checks, and personalized solution design.
Direct support from product managers or R&D engineers for technical architecture design and requirement communication.
All technical support and incident handling are centralized through a unified support entry point.
This serves as the primary portal to ensure information consistency and reduce management costs.
Maintained to ensure the stable operation of critical systems, minimize downtime, and resolve unexpected issues timely.
If the frontline project team cannot resolve an issue, it is identified by the SLA and escalated to R&D support, second-line support, or a special task force for high-impact incidents.