Successful Software has two (2) Technical Support Plans that you can select from in order to cover your needs for the operation, maintenance, technical support (questions / technical help and advice) and basic upgrades of your software solutions. 

Successful Software also undertakes customized-to-your-business-needs Service Level Agreements (SLAs) with particular response and resolution time commitments to cover your more demanding support needs.  In case you need a customized SLA for your organization, please contact us by clicking here.

The table below is an overview of our Technical Support Plans:

	GOLD PLAN (8/5)	PLATINUM PLAN
Normal Working Hours	Monday to Friday 09:00-17:00 (GMT +2) excluding official holidays	Same as Gold + Saturday 10:00 – 14:00
Extended Working Hours	-	Customized to your specific needs and corporate policy (e.g. 12/7)
Standard Support Services	Operation, Maintenance, Basic Upgrades (new releases) and Technical Support	Same as Gold
Technical Support for technical issues or inquiries related to the software of Successful Software	via Help Desk, email, phone1	Same as Gold +1 on-site visit1
1st Level Support: first point of contact for users experiencing problems or seeking help4	SLA: Response time for Tickets with Issue Priority "Emergency" is up to 4 hours3 5	SLA: Response time for Tickets with Issue Priority "Emergency" is up to 3 hours3 5
2nd Level Support: tickets escaricelistlated from 1st Level	SLA: Response time for Tickets with Issue Priority "Emergency" is up to 72 hours from the time the Ticket escalates to 2nd Level Support	SLA: Response time for Tickets with Issue Priority "Emergency" is up to 48 hours from the time the Ticket escalates to 2nd Level Support
Total hours of support per month	3.5 hours	Same as Gold x2
Incident Support On-Site	Based on price list	Based on price list
Emergency Technical Support outside Standard and Extended Working Hours	Based on price list	max. 2 incidents / year2 or Customized to your specific needs (e.g. 12/7) and corporate policy (based on price list)
Help Desk	Yes	Yes
Knowledge Base access	Yes	Yes
Customer Portal	Yes	Yes
Electronic Contracts and Invoices	Yes	Yes
Electronic update via email for recent developments that affect Customer's operation	Yes	Yes
Training of Users	On request (based on price list), Click here to see the various topics that you can choose from to let us train your Users.	Same as Gold
New extra request (paid upgrade). Examples include but are not limited to customizations, new reports, Data Interface with third party applications (e.g. Accounting package), new functionality, etc)	Based on price list	Same as Gold

 

¹ In case the Technical Support Department of Successful Software needs to connect remotely to your computer(s)/Server(s) it will instruct you for the most appropriate connection method according to the problem you are facing (eg RDP, AnyDesk, TeamViewer).  More on-site visits are possible for an extra fee according to our price list.  All expenses for the on-site visit and physical presence for areas that Successful Software has no local presence, Successful Software's consultant travels with the most suitable means of transportation (air travel is preferred, if available). Travel, accommodation and daily expenses are charged to the Customer. These expenses are invoiced, on a separate invoice documented with the relevant receipts, with C.A.D. (cash against document) terms of payment.

² for Emergency Support, please call +30 6945050011.  Technical support hours/Incidents that are not used in one month/year, cannot be transfered to the next month/year.

³ time interval between the written submission to the Help Desk of a request by the Customer of Successful Software, until its acknowledgment, evaluation, and handling by a specialized technical support agent of the Successful Software.  Successful Software maintains the right to change at will the appropriate Issue Priority Level according to its knowledge, experience and expertise on the support of users and the operation of the system.  Stated SLAs Response times assume that the incident is reported during working days and up to 12:00 p.m.; if it is reported after this time, support may be necessary to be provided the next working day.

⁴ 1^st level support refers to the initial level of Customer assistance provided. 1st level support is the necessary first step for efficiently handling of user inquiries and ensuring that straightforward issues are resolved promptly. It acts as a frontline support team to address common problems and help users navigate the software effectively. More complex or technical issues may be escalated to the 2^nd level of support for specialized expertise and resolution. The responsibilities of 1^st level support include:

1. Help Desk Ticket Creation: Assessing and categorizing incoming requests to determine the nature and severity of the issue. Logging and documenting issues in a ticketing system for further analysis or escalation if necessary.

2. User Assistance: Directing users to relevant documentation or knowledge base articles that may help them resolve their issues independently. Providing assistance to users with common problems, frequently asked questions, and basic troubleshooting steps.

3. Communication: Keeping users informed about the status of their requests and providing updates on known issues or resolutions.

4. Escalation: If the issue cannot be resolved at the 1^st level, escalating the problem to higher levels of support, such as 2^nd level support (development team).

 

⁵ The Priority Levels of an Issue a Customer of Successful Software can post to the Help Desk are four (4): Low, Normal, High, Emergency. These are described in more detail below:

1. Low Priority:

   • Response Time (within Normal Working Hours): as it is defined in 1^st level in the above table +24 hours
   • Description: Low-priority issues are non-critical concerns that do not significantly impact daily operations. Response and resolution times are more relaxed to accommodate less urgent matters.
      

2. Normal Priority:

   • Response Time (within Normal Working Hours): as it is defined in 1^st level in the above table +6 hours.
   • Description: Normal-priority issues are important but not critical. They may affect certain functionalities but do not require immediate attention. Timely responses and resolutions are expected to maintain operational efficiency.
      

3. High Priority:

   • Response Time (within Normal Working Hours): as it is defined in 1^st level in the above table +1 hour.
   • Description: Emergency-priority issues require immediate attention but may not be critical to the point of causing a complete system failure. Rapid response and resolution are necessary to minimize disruptions and ensure a swift return to normal operations.
      

4. Emergency Priority:

   • Response Time (within Normal Working Hours): as it is defined in 1^st level in the above table
   • Description: Critical-priority issues are severe and demand urgent attention. They may involve system outages, or other critical failures that significantly impact business operations. Response for a rapid resolution are critical for these issues.

 

Note: Successful Software maintains the right to update the above information at its discretion, without any limitation, at any time and without prior written notice.