SUPPORT PLANS
 
Activity / Scope Standard Support Premium Support
Support Availability 24x5
(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.
Not Included Included
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.

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