How can we help you?

Support Options

At MST, we want you to be successful. From proof of concept to implementation, you can count on us to get you up and running quickly. We understand that every customer has different needs when it comes to support and maintenance. Our support team provides you with hands-on service and access to our development team when needed. Our comprehensive array of support programs range from Standard Support to 24x7 Support to fit meet your organization’s need.

MST’s product support programs* are designed to meet the needs of any size organization, from small and midsize businesses (SMB) that may have limited operations and constrained resources, to large enterprises that operate business and mission-critical 24×7 operations.

Compare Support Packages

Feature Standard Support Enhanced Support Premium Support
Days of Support Monday – Friday Monday – Friday 24 x 7
Method of Support Access for Reporting Web Portal Web Portal, Email Web Portal, Email, Telephone
Support Hours
Americas 8 am – 5 pm EST 8 am – 8 pm EST 24 x 7
Europe, Middle East, Africa (EMEA) 8 am – 5 pm GMT 8 am – 8 pm GMT 24 x 7
Asia, Pacific Rim, Japan (APJ) 8 am – 5 pm IST 8 am – 8 pm IST 24 x 7
Australia/New Zealand 9 am - 5 pm AET 9 am - 9 pm AET 24 x 7
Target Response Times for each Severity Level
Critical (Severity 1) 16 Business Hours 8 Business Hours 2 Business Hours
Major (Severity 2) 40 Business Hours 16 Business Hours 4 Business Hours
Minor (Severity 3) 80 Business Hours 40 Business Hours 16 Business Hours
Cosmetic (Severity 4) 130 Business Hours 80 Business Hours 40 Business Hours

Severity 1

Severity 1: Means an Incident where Customer’s production use of the MST Software is stopped or so severely impacted that the Customer cannot reasonably continue business operations.

Severity 2

Severity 2: Means an Incident where one or more important functions of the MST Software are unavailable but the solution continues to work.

Severity 3

Severity 3: Means an Incident where: (a) important MST Software features are unavailable but an Alternative Solution is available, or (b) less significant MST Software features are unavailable with no reasonable Alternative Solution; Customers experience a minor loss of business operation functionality and/or an impact on implementation resources.

Severity 4

Severity 4: Means an Incident that has a minimal impact on business operations or basic functionality of the MST Software.

* Software support entitles customers to new versions of released software, including bug fixes, patches and major releases issued while the support contract is in effect. Note that newly implemented features in future versions may require purchasing of further licensing.