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

Support levels basic enterprise gold
Service window for incident 09:00 - 17:00 08:00 - 22:00 00:00 - 24:00
Weekends No No Yes
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

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

Vamp Support Terms & Conditions

Community support

Please find details on support for the Vamp Community edition on our community page.

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