Basic Business Premium
Cloud
The application is hosted in the cloud

% from licenses cost

Offered at no additional cost as part of the subscription

10%
not less than $ 700
15%
not less than $ 14 000
On-Site
The application is hosted in-house by the client

% from licenses cost

15% 20%
not less than $ 700
25%
not less than $ 14 000

The maximum response time (1st priority cases)

4 hours 1 hour 30 mins

The maximum response time (2nd - 4th priority cases)

8 hours 4 hours 2 hours

Operating hours (ET, UTC - 5)

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

Unlimited number of cases

Consultation on software installation and configuration

Consultation on functionality

Consultation on customization
With the help of user customization tools

Consultation on configuration
and development on bpm'online platform

-

Identification and elimination of software malfunctions

Updates to new versions and critical patches provision

Access to bpm'online community

Offline support
Email, bpm'online community
Online support
Phone consultation, chat, remote desktop connection
-

Priorities management

- -

Dedicated Customer Success Manager

- -

Additional Terms and Conditions

  • The purchase of a support package is mandatory when purchasing software licenses / subscription.
  • All advisory services are provided to a single contact on a client’s side.
  • Support packages are purchased for a period of not less than one year for all products that are used by the client.
  • At the time of support package purchase the client must use one of the official versions of bpm'online products.
  • All free product updates included in the license purchase do not include additional services (other than consultancy).
BasicBusinessPremium
CloudOffered at no additional cost as part of the subscription10%15%
On-Site15%20%25%
The maximum response time (1st priority cases)4 hours1 hour30 mins
The maximum response time (2nd - 4th priority cases)8 hours4 hours2 hours
Operating hours (ET, UTC - 5)8 am – 6 pm (Monday – Friday)8 am – 6 pm (Monday – Sunday)24х7