Technical support and licenses maintenance

Basic Business Premium
On-Site
The application is hosted in-house

% from licenses cost

15% 20%
not less than $700
25%
not less than $14000
On-Demand
The application is hosted in the cloud

% from licenses cost

Included with licenses

10%
not less than $700
15%
not less than $14000

The maximum response time (incident with 1st priority)

4 hours 1 hours 30 mins

The maximum response time (2-4 priority)

8 hours 4 hours 2 hours

Time of provision (CDT, UTC - 5)

8 am – 6 pm
(Monday – Friday)
8 am – 6 pm
(Monday – Sunday)
24х7

Unlimited incidents

+ + +

Consultation on installing and configuring

+ + +

Consultation on functionality

+ + +
Consultation on customization
with the help of user and analytics tools
+ + +

Consultation on configuration
and development on bpm'online platform

- + +

Identification of defects in the software and transfer them to be eliminated

+ + +

New versions and critical patches updates

+ + +

Access to bpm'online community

+ + +
Offline support
e-mail, Customer Success Portal, bpm'online Community
+ + +
Online support
phone consultation, chat, remote connection
- + +

Priorities management

- - +

Customer Success Manager

- - +

Additional Terms and Conditions

  1. Support package purchase is required.
  2. All advisory services are provided to responsible contact person.
  3. Support packages are purchased for a period of not less than one year on all products that are owned by the client.
  4. At the time of support package purchase customer must have one of the official versions of bpm'online products.
  5. All free product updates included in the license purchase do not include additional works (other than consultancy).