| Activity / Scope | Standard Support | Premium Support |
|---|---|---|
| Support Availability | 24x5 (24x7 for Sev-1 issues) |
24 x 7 |
| Response time for Emergency support-Software is unavailable or inoperable as performance is highly degraded and there is a significant impact on Licensee’s operations related to the Software. The Licensee is unable to proceed without a fix. |
4 hour | Accelerated Response - 1 Hour |
| Response time on “support for other issues” that do not impact the use of the software in any important way. |
24 hours | Accelerated Response – 8 hours |
| Dedicated Phone Number for escalation to a senior technical resource. |
Not Included | Included |
| Virtual Training session | NA | Per quarter-4 hours |
| Charges | No additional Charges | Charges as mentioned in applicable Order document |
Certinal will provide an online " Tracking System" through a web link related to Certinal’s Software.
Licensee’s users, in case of issues, can reach Certinal’s support-professional by telephone, email, or chat in accordance with the contact details provided in the online tracking system.