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



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