|Hours of Operation||9 hours per day 5 days/week|
|Business Hours||Monday to Friday (9AM to 6 PM UK time)|
|Software update||Providing guidance of security patches for OS and other software’s that runs on the server|
|Method of access||Email, Phone|
|Response Method||Email, Phone|
|Number of technical contact||Unlimited|
|Target Response Time||For High Severity (same day) For Low Severity (2 days)|
|Root Cause Analysis||Based on request|
|Database Backups||Based on customer preference. Automated backups will be set|
|Server Application updates||New updates will be provided to Customer support along with release notes and installation guides. Guided installation will also be provided if required|
|High||Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists. • Service is down or unavailable||Inability to access the MDM Console to manage the device|
|Medium||There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.||Issues that arise as a result of configuration changes made by the Customer|
|Low||Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number||Issues impacting a single device Cosmetic issues|
Support is paid upfront. We will send you an email notification 30 days prior to the expiry of your current maintenance period. You can also contact us at firstname.lastname@example.org to renew your Annual Support Plan.
Any request for new features / Enhancement can be raised as a request via email@example.com. Tabnova recommend our customers to give a detailed requirements document while submitting any request. Tabnova will respond within 2 working days (48hours) with an estimate of cost and time for deployment.