Support
Introduction
eyeos provides conveniently packaged Support Packs for companies, educational environments and public administrations. We are currently offering our support plans through two different models and with different contact options:| Models | Contact options |
|---|---|
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1. Support Contract: Cheaper than ticket-based contract and useful for production systems in professional environments. We can act as first or second level support. This support model includes critical bug fixes and security updates, applied automatically when they are detected and fixed. 2. Ticket based Contract: Pay-per-use support system. You pay only when you open a new ticket. Useful particularly when we are second level support or when support needs are unusual. |
Online (Web / E-mail): With or without Service Legal Agreement (SLA). Phone: With or without SLA. Available from 9:00 to 13:00 and 15:00 to 19:00. 7 x 24: Always available. With SLA. |
Support tickets/issues can be checked anytime independently of the tool used to communicate it.
Support contract
See below the current support contracts available:| Plan | Contact | Response Time | Hours / Month | Costs / Hour | Costs / Month | Costs / Year |
|---|---|---|---|---|---|---|
| Maintenance | Web / E-mail | - | - | - | 80€ | 960€ |
| Basic Support | Web / E-mail | 8h (Working Hours) | 5h | 45€ | 225€ | 2700€ |
| Plus Online Support | Web / E-mail | 4h (Working Hours) | 10h | 40€ | 400€ | 4800€ |
| Plus Phone Support | Phone / Online | Inmediate (Working Hours) | 10h | 50€ | 500€ | 6000€ |
| Premium Support | Phone / Online | Inmediate (7 x 24) | 15h | 90€ | 1350€ | 16200€ |
| Developer Support | Phone / Online | Working Hours | Request an estimate | |||
- SLA - problem fixed in 8h working hours max.