| Features | SILVER | GOLD | PLATINUM |
|---|---|---|---|
| Regular Support Timing | 5 Days / Week, 09:00 AM - 06:00 PM | 6 Days / Week, 09:00 AM - 09:00 PM | 6 Days/Week, 09:00 AM - 09:00 PM |
| 24x7 P1 Emergency Support | |||
| First Response Time: P1 | < 2 Hours | < 30 Mins, 24x7 | < 15 Mins, 24x7 |
| First Response Time: P2 | < 8 Hours | < 1 Hours | < 30 Mins, 24x7 |
| First Response Time: Others (P3 and or P4) | < 24 Hours | < 4 Hours | < 2 Hours |
| Support Experience level - For First Response | L1 (Pool) | L1 (Pool) | L2 (pool) |
| Priority L2 Access | NA | ||
| General maintenance support hours per year | 0 | 20 Hours | 60 Hours |
| PRIORITY Technical Support Engineer for Single Shift (9x5) | Yes (1 SSE), 1 Shift | ||
| PRIORITY Technical Support Engineers for 24 x 7 | Additional (SSE) Engineer at Add-On Cost | ||
| Technical Account Manager (TAM) and Hours | 45 Hours (9x5) | ||
| Email / Support Portal access | |||
| Remote Support | |||
| Telephonic Support | |||
| Health Monitoring & Check-ups | |||
| Custom Releases for Bug Fixes | |||
| Best Practice Reviews | |||
| Periodic Product Trainings | |||
| SSE: Senior Support Engineer (L2 Technical Expert) | |||
Customers with Gold or Platinum level support can avail Onsite visit of an L1 or L2 engineer (or TSE) visit in any city for maximum 4 times a year on a per man day cost basis. Travel and accommodation cost shall be charged at actuals.
| Vulnerability Level | SLA for Accops Products | SLA for Open Source or 3rd Party Modules |
|---|---|---|
|
Critical, CVSS Score (9.0-10)
|
Mitigation or Permanent fix within 15 days
|
15 days post validated fix available
|
|
High, CVSS Score (7.0-8.9)
|
Mitigation or Permanent fix within 30 days
|
30 days post validated fix available
|
|
Medium, CVSS Score (4.0-6.9)
|
Mitigation or Permanent fix within 60 days
|
60 days post validated fix available
|
|
Low, CVSS Score (0.1-3.9)
|
Mitigation or Permanent fix within 180 days
|
180 days post validated fix available
|