Support Scope
APPS™ Installation and downloads
Support for installation includes best practice recommendations for server and hosting environment, fresh installations of APPS™ or troubleshooting of existing installations and downloads.
APPS™ Usage issues
Our expert APPS™ consultants can help you make the most of APPS™ and answer any "how to" questions from catalog setup to advanced marketing promotions.
Basic configuration issues
If you’re having any issues with product configuration, we can help you configure APPS™ so it’s setup correctly with all your merchandizing, procurement, production, payroll, shipping and financial account applications.
Troubleshooting, Bug Fixes and Escalation
This includes the diagnosis and in most cases, the resolution of any functional or visual issues in the APPS™ Core product.
Not included in our support plans:
- Code Development
- Development Support
- Optimization and Performance Tuning
- Custom Extensions
- Custom Interfaces
- Custom Configuration
- Core Product Upgrades
- Best Practices Recommendations
Support Details |
Gold Plan | Platinum Plan |
|---|---|---|
| Benefits | ||
| Quarterly Webinars Discussing Product Direction | Included | Included |
| Support Cost | Included | Additional 20% |
Problem Resolution |
||
| Number of Included Support Incidents* | Unlimited | Unlimited |
| WEB Ticket Submission | 24 x 7 x 365 | 24 x 7 x 365 |
| Phone Support Access for P1 issues | Included | Included |
| WEB Ticket Response Time | Up to 1 business day | 24 Business Hours |
| North American Phone Support Hours | M-F 08:00–17:00 PT | 24 hours |
| European Phone Support Hours | M-F 08:30–17:30 CET | 24 hours |
| Telephone Response Time P1-P2 Issues* | Up to 8 business hours | Up to 2 hours |
