elinanetworks.com

Scope of Support

ENPAQ Support Models

Standard

Professional

Enterprise

Premium

Minimum subscription period

1 year

1 year

1 year

1 year

Hours of Coverage (Normal)

8x5

9x6

16x6

24x7

Hours of Coverage (Severity 1)

8x5

24x7

24x7

24x7

Support Channel

Email

Email and Phone

Email and Phone

Email and Phone

Number of Cases

Unlimited

Unlimited

Unlimited

Unlimited

Response Times

Severity 1

1 business day

1 business hour

1 business hour

1 business hour

Severity 2

1 business day

4 business hours

4 business hours

4 business hours

Severity 3

2 business days

1 business day

1 business day

1 business day

Severity 4

Best effort

2 business days

2 business days

2 business days

Options

Online manuals

Y

Y

Y

Y

Knowledge base

Y

Y

Y

Y

Web-based ticketing

Y

Y

Y

Y

Customer hot fixes

Y

Y

Y

Y

Release availability

Minor, Major

Minor, Major

Minor, Major

Minor, Major

Product Training

N

0.5 days

2 days

As required

Patch management

N

Y

Y

Y

Security management

N

Y

Y

Y

Fault and performance monitoring

N

N

Y

Y

Quarterly account reviews

N

N

Y

Y

Assigned service representative

N

N

Y

Y

Operations and performance reporting

N

N

Y

Y

On-request maintenance

N

N

N

Y

Network tuning and optimization

N

N

N

Y

Network Design Consultancy

N

N

N

Y