Levels of Support

All prices are shown exclusive of VAT and any other applicable taxes

Levels of Support

The support included in the BSP licensing model is shown in the table below. In addition, a custom support package can be put together to meet specific business requirements.

Support Feature	Application Instance	Rule Sets	Custom
Fully Managed Ticketing System	✅	✅	✅
Continuous application and interface monitoring	✅	n/a	✅
Escalation of tickets to third-party suppliers, when required	✅	✅	✅
Office hours SLA – in office hours of customer	✅	✅	✅
CI/CD¹ Pipeline and Configuration Management	✅	✅	✅
SLA for High Priority tickets	✅	✅	✅
SLA for Urgent tickets	✅	❌	✅
Pro-active fault finding whether the cause is within or outside Eigen’s scope	✅	✅	✅
Operating System management and support	✅	n/a	✅
Windows and Linux Patch Validation	❌	n/a	✅
Managed software updates per year	2	As necessary	As necessary
Fully managed fault resolution engaging customer and third-parties	✅	✅	✅
Write access to Ingenuity Diagnostics module	✅	n/a	✅
Dedicated account manager	❌	❌	✅
Custom SLA	❌	❌	✅
Content support	❌	❌	✅
24×7 support	❌	❌	✅