Services - iCare
Silver
Level provides
support during normal business hours defined as 9:00 AM to 6:00 PM
(CST) Monday through Friday excluding holidays. This plan features:
·
All baseline
updates (including upgrades) of the iDistribute software at
no charge other than media and handling charges.
·
Prompt access
to a Client Service Support Representative during Gillani’s normal
business hours of 9:00 AM to 6:00 PM Central Standard Time
(10x5).
·
Emergency
calls will be supported on a Time and Materials basis for time spent
outside of your contracted service window. Support calls
received outside of your contracted service window would be dispatched
to support personnel after PremiumCare Clients have received a
response.
·
2nd level
phone support as needed to resolve Gillani product defect issues.
·
Client
profile entered into support
database.
·
Management
and tracking of fixes, product defect support and patch releases.
·
Problem
reporting, tracking, monitoring and resolution.
·
Remote
dial-in capabilities for problem analysis and resolution.
Other
levels of support under iCare:
