Extended Support - Gold
Our Gold Extended Support Program includes:
- 24 hours by 7 days a week by 365 days a year responses to support cases, along with specific Service Level Agreements based on severity level.
- 6 Expedited Support Responses (ESR)
- An ESR provides priority response (at a level higher than standard support cases), telephone consultation if needed, code review, sample creation and some code changes. Each ESR can be used for up to 3 hours of service.
- 2 Expedited Maintenance Releases (EMR)
- An EMR is a tested maintenance release of a product specifically addressing your issue. A production release of the software made at the customer's request outside of Snowbound's normal build schedules and requires a full suite of testing and QA processes.
- Discount on additional EMRs
- A 20% discount on professional services