Support Plans

FeaturesBasicBronzeSilverGold
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 SoftwarenonoSubj. to QuoteSubj. 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.