Last updated on August 05, 2016

Support Definitions

Support Definitions

Omni subscription plans include comprehensive support tiers that include lots of great services; this table shows what services are in each support tier.

    Advanced Premium Elite
Cloud Maintenance Cloud infrastructure managed by Appspace
Version Updates Latest major and maintenance software releases
Hot-Fixes Individual patches to fix specific software issues
Issue Management Ticket, email and phone support to solve issues
Response Time Guaranteed from the moment you submit a ticket 8 hr 4 hr 2 hr
Knowledge Center Online repository of Appspace documentation
Training 2-hour block for groups of individuals 2 4 10
Account Manager Named support manager, includes monthly reviews ACE/PS* ACE/PS*
Network Consult Network assessment, includes resolution plan ACE/PS*
Core Installation Installation of an Appspace On-Premise instance ACE/PS* 1 2
ADM Configuration Task templates and implementation session ACE/PS* 5 10
Priority Messages Message templates and implementation session ACE/PS* 2 10
App Development Basic app design and development ACE/PS* ACE/PS* 1

Note

Additional fees may apply with ACE Partners or Appspace Professional Services.


Service Definitions

This table shows more detail for services included in the support tiers.

Service Details Advanced Premium Elite
Network Consult Upon customer completing a network questionnaire, an Appspace Engineer uses an Environment Check Tool to assess the network, find incorrect settings and work with customer to rectify. Estimate: 8 hours. ACE/PS*
Core Installation An Appspace engineer uses remote desktop tools to supervise, help or perform the installation of Appspace Core on a customer’s server. Pre-requisite requires a successful Network Consult. Estimate: 8 hours. ACE/PS* 1 2
ADM Configuration An Appspace engineer uses a pre-built template or creates a new one to configure a device task in ADM. Customer is responsible for applying task templates to specific devices. Estimate: 120mins/template. ACE/PS* 5 10
Priority Messaging Appspace Professional Services will work with customer to tailor an existing template for use for Priority Messaging. Estimate: 60 mins/template. ACE/PS* 2 10
Basic App Development Appspace Professional Services will work with customer to design, and build a standard basic app, as defined in the Standard Statement of Work. Estimate: 40 hours. ACE/PS* ACE/PS* 1

Note

Additional fees may apply with ACE Partners or Appspace Professional Services.

Have You Got Questions?

If you have any further questions please don’t hesitate to contact a member of the Appspace Global Sales Team.