EMM Pricing

  • Device Monthly Subscription Pricing
Best choice
  • Device Perpetual Pricing
  • Device Provisioning

Support and Maintenance

Hours of Operation9 hours per day 5 days/week
Business HoursMonday to Friday (9AM to 6 PM UK time)
Software updateProviding guidance of security patches for OS and other software’s that runs on the server
Method of accessEmail, Phone
Response MethodEmail, Phone
Remote SupportYes
Number of technical contactUnlimited
Target Response TimeFor High Severity (same day) For Low Severity (2 days)
Root Cause AnalysisBased on request
Database BackupsBased on customer preference. Automated backups will be set
Server Application updatesNew updates will be provided to Customer support along with release notes and installation guides. Guided installation will also be provided if required

Severity Definitions and Response Targets

Tabnova provides a range of targeted response times depending upon the urgency of your request. We do not guarantee resolution times due to the dependency on the nature of the reported problem and change at customer operating environments.
SeverityDefinition Example Scenario
HighCritical 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 unavailableInability to access the MDM Console to manage the device
MediumThere 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
LowInquiry 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

Version Upgrades

You are eligible to receive free software upgrades during the active maintenance period. Current version of the product (server and client) will be active after maintenance period, but upgrade to the new versions will not be available unless support and maintenance plan is purchased.

Priority Email Support

During active maintenance period you can send us support requests via email for issues related to licensing, installation, configuration and product usage. We undertake to respond to priority support requests within one business day. Even if you submit your request via email, we may phone you back if the circumstances and the nature of your issue warrant it.

How to renew Support Plan

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 support@tabnova.com to renew your Annual Support Plan.

Key Benefits

  • Priority access to Senior-Level Support Engineer
  • Additional Business hours weekend coverage for Severity 1 issues
  • Expedited response times
  • Technical consolations when required to debug issues

New Features / Enhancement

Any request for new features / Enhancement can be raised as a request via support@tabnova.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.