Network Automation Inc - Automate 6 / Support Plans

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CUSTOMERS SAY...

I am extremely impressed by the quality of your support service. I would like to express my gratitude and congratulate you and your team for such quality in your service. I learned from this that you care for your customer and that your support is as good as your product. Congratulations and a million thanks!....

- Jean-Yves Charette

NEWS / UPDATES

Support Plans

Pro Support
The Pro Plan provides a base contract together with a limited number of incidents. The Pro Plan is only available for Automate Pro customers ( Version 5+ or later )
Incidents	3 / 2 years
Hours	M-F 8:00AM – 5:00PM Pacific Time
Turnaround	Immediate as call volume allows
Response Level	Any
Contacts	1

Bronze
The Bronze Plan provides a base contract together with a limited number of incidents. The Bronze Plan cannot be combined with any add-ons.
Incidents	10 / 2 years
Hours	M-F 8:00AM – 5:00PM Pacific Time
Turnaround	Immediate as call volume allows
Response Level	Any
Training	None
Contacts	2

Silver
The Silver Plan provides full-coverage during business hours with an unlimited number of technical support incidents.
Incidents	unlimited / 2 years
Hours	M-F 8:00AM – 5:00PM Pacific excluding holidays
Turnaround	Immediate as call volume allows, but no more than 3 hours in any case
Response Level	Any
Email	Sent to priority account for immediate answer during regular business hours
Training	2 hour training session for 1 person
Contacts	2

Gold
The Gold Plan provides full-coverage 24 hours a day during working business days (excluding holidays). The Gold or Platinum Plans must be purchased in order to take advantage of Technical Support add-ons.
Incidents	unlimited / 2 years
Hours	M-F / 24 hrs a day
Turnaround	Immediate as call volume allows, less than two hours in any case
Response Level	Any
Email	Sent to express priority account for answer with one hour 24 hours during the business week
Training	4 hour training session for 5 people
Contacts	4

Platinum
The Platinum Plan extends technical support coverage to 24 hours a day, 7 days a week, including holidays. It also allows the use of Technical Support Add-Ons.
Incidents	unlimited / 2 years
Hours	24 hours, 7 days, including holidays
Turnaround	Immediate as call volume allows, less than two hours in any case
Response Level	Senior
Email	Sent to express priority account for answer with one hour 24 hours during the business week
Training	4 hour training session for 5 people
Contacts	6

Add-Ons
Add-Ons extend and enhance Gold and Platinum plans with additional support services and options.
Point Of Contact Upgrade
The Point of Contact upgrade allows customers to add up to two more points of contact to a service contract for a total of four points of contact.
24/7 Support Add-On
Extends 24 hr. support to 7 days a week (requires Gold Plan)
Scheduled On-Site
Scheduled On-Site support provides technical support for implementation and analysis of a customer’s Automation solution. The Scheduled On-site fee does not include travel expenses or other related charges.
Hours	Normal operating business days available