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