Support Plans
Xignite addresses a wide range of requirements from many types of firms: from mission-critical
applications at Fortune 500 companies to low-volume applications in professional
offices.
For this reason, we provide multiple support options each tailored to cater to our
customer's unique requirements. The table below summarizes the difference among
our support options:
|
Model
|
Standard Support
|
Premium Support
|
|
Guaranteed Availability
|
99%
|
99.9%
|
|
Online Resources
|
Yes
|
Yes
|
|
Email Support Response Time
|
1 Business Day *
|
2 Business Hours
|
|
Phone Support
|
Within Business Hours
|
24 x 7
|
|
IM Support
|
No
|
Yes, Within Business Hours
|
|
Setup/Configuration Assistance
|
2 Hours
|
10 Hours
|
|
Available for Enterprise Level Subscriptions
|
Yes
|
Yes
|
|
Splice Custom Services
|
One Splice per subscribed service.
|
Unlmited Splices.
|
|
Pricing
|
Base
|
+30% of Base
|
* For instance, if you report a problem at 10:00 a.m. PST on a Tuesday, we will
get back to you at the minimum by 10:00 a.m. PST on Wednesday with Standard Support. If you report at 2:00 a.m. PST
on a Friday, we will get back to you at the minimum by 8:30 a.m. PST on Monday with
Standard Support.