|Activity / Scope||Standard Support||Premium Support|
(24x7 for Sev-1 issues)
|24 x 7|
|Response time for Emergency support-Software is
unavailable or inoperable as performance is highly
degraded and there is a significant impact on Licensee’s
operations related to the Software. The Licensee is unable
to proceed without a fix.
|4 hour||Accelerated Response - 1 Hour|
|Response time on “support for other issues” that do not
impact the use of the software in any important way.
|24 hours||Accelerated Response – 8 hours|
|Dedicated Phone Number for escalation
to a senior technical resource.
|Virtual Training session||NA||Per quarter-4 hours|
|Charges||No additional Charges||Charges as mentioned in applicable Order document|
Certinal will provide an online " Tracking System" through a web link related to Certinal’s Software.
Licensee’s users, in case of issues, can reach Certinal’s support-professional by telephone, email, or chat in accordance with the contact details provided in the online tracking system.