Silver Support Service

Unigold's Silver level is aimed at the smaller business from 10 to 25 computers

The Silver Support Package comes in 2 levels and entitles Unigold customers to all of the bronze features plus:

Level 1 Remote Only

• Telephone support for Priority 1 issues from 9:00 am - 5:30 pm - See below for full details
• Priority email and online support for all other issues (Priority 2 - Priority 4) from 9:00 am - 5:30 pm - See below for full details
• Access to all releases, updates and patches
• 2 Business hour response time (Telephone)
• System Assesment Audit
• Presale Consultancy
• Remote Administration
• Support Incident Reports Quartley
• Remote System Monitoring
• Support Reviews

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, 8 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