HPCC Systems offers three support levels to meet customer needs, from developer assistance to full-time support for the most demanding mission-critical deployments.
These support offerings are available to Enterprise Edition customers only.
Business hours are Monday - Friday, 9am - 5pm ET, excluding federal holidays.
Bronze
|
Professional support within a tight budget
- Web-based interface to submit and track issues and requests
- Unlimited Support ticket requests
- Response within 1 business day
- Up to 3 named users
- 10 training credits (1 credit = 1 class day)
- Included with all Enterprise Edition licenses
|
Silver
|
Highest support within regular business hours
- All Bronze features
- Response within 4 business hours for Critical Level 1 incidents
- Up to 5 named users
- Additional 10 training credits (20 credits total)
- Up to 5 incidents per year handled via phone support during business hours
- Available as an upgrade for Enterprise Edition licenses
|
Gold
|
Full time support with immediate access to HPCC Systems engineers
- All Silver features
- 24/7 access to support
- Additional 16 training credits (36 credits total)
- 40 hours of consulting services included for use during the year
- Up to 10 incidents per year handled via phone support
- Available as an upgrade for Enterprise Edition licenses
|
US: 1.877.316.9669
