Bronze Support Service

Unigold's Bronze level is aimed at the smaller business from 5 to 10 computers

The Bronze Support Package comes in 2 levels and entitles Unigold customers to:

Level 1 Remote Only

• Email and online support for all issues (Priority 1 - Priority 4) - See below for full details
• Access to maintenance releases and patches
• 4 Business hour response time (Telephone)
• Unlimited Telephone support
• Unlimited remote Support
• System Assesment Audit
• Presale Consultancy
• Remote Administration

Level 2 Remote and On-Site

• All of the Above
• Plus a number of on-site hours (number of hours depends on number of machines, 16 Hour Responce)

Priority Error Definition

Priority 1 Error: An error that causes:

1. An important component of the Software to be unusable (eg. Builder, Administrator, etc.);
2. A system or product malfunction that has frequent or major impact on usability or performance;
3. Frequent failure of an important service that utilizes the Software (eg. Web Service, etc.)

Priority 2 Error: An error that causes:

1. A major failure to an important feature in the Software resulting in significant inconvenience to a user;
2. A system or product malfunction that has an infrequent or minor impact on the user;
3. A major feature of the Software to perform materially differently from the description of that feature in the documentation

Priority 3 Error: An error that causes:

1. Minimal impact on users;
2. Causes a malfunction of a non-essential feature of the Software

Priority 4 Error: An error that causes:

1. Minimal impact on users;
2. An inconvenience to the operations of the product;
3. Pertains to a Test System