Vamp Enterprise Edition Support
Vamp Enterprise Edition is a licensed software product for which we offer three levels of support described below. For details of the Vamp Enterprise Edition please check the Vamp feature matrix, start a free trial, or contact us to discuss your requirements, pricing and features.
Vamp Support levels
We offer three levels of support: Basic, Enterprise and Gold. The tables below provide a high level overview. The link below the tables provides access to the complete terms & conditions document. Contact us for pricing information and details of professional services and consultancy: [email protected] or call +31(0)88 555 33 99.
|Service window for incident||09:00 - 17:00||08:00 - 22:00||00:00 - 24:00|
|Response time for incident (Major impact)||4 hours||2 hours||15 minutes|
|Response time for incident (Moderate impact)||8 hours||4 hours||2 hours|
|Response time for incident (Minor impact)||16 hours||8 hours||4 hours|
|Number of included support hours||no hours included||8 hours||15 hours|
Support priority levels
|Major impact||The Software is inoperable or the performance of the Software is so severely reduced that Licensee cannot reasonably continue to operate the Software because of the Error and the Error cannot be circumvented with a Workaround.|
|Moderate impact||The Software's performance is significantly degraded such that Licensee's use of the Software as permitted is materially impaired, but the Error can be circumvented with a Workaround.|
|Minor impact||Licensee is experiencing a performance, operational, or functional Error that can be circumvented with Workaround and the Error causes only minimal impact to the Licensee's ability to use the Software as authorized.|
Vamp Support Terms & Conditions
You can download the latest version of our terms & conditions with the link below
Please find details on support for the Vamp Community edition on our community page.