Technical support and maintenance

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

% from licenses cost

15% 20%
not less than $700
25%
not less than $14000
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 $14000

The maximum response time (1st priority cases)

4 hours 1 hours 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

  1. The purchase of a support package is mandatory when purchasing software licenses / subscription.
  2. All advisory services are provided to a single contact on a client’s side.
  3. Support packages are purchased for a period of not less than one year for all products that are used by the client.
  4. At the time of support package purchase the client must use one of the official versions of bpm'online products.
  5. All free product updates included in the license purchase do not include additional services (other than consultancy).