|Access to knowledge base, documentation and FAQs||*||*||*||*|
|Access to Software Maintenance Releases||*||*||*||*|
|Access to Trouble Ticket System||*||*||*|
|Response / Fix SLA Commitment |
(refer to response/fix tables)
|Business Hours Support (8x5)||16 hours1||*||*|
|Access to 24x7 Support Hotline||*|
|Designated Account Manager2||*|
|Support for Customised Software||no||no||Subj. to Quote||Subj. to Quote|
1 If not used, the annual entitlement of hours is not refundable and does not rollover into the next year. Additional time can be purchased at Amino’s standard day rate (min 1 day = 8 hours). Issues arising from Amino’s error are not counted towards hours used.
2 Availability of named account manager is subject to planned absences, working hours limitations, illness, etc. Suitable alternative resource will be allocated whenever the named account manager is unavailable.