Your company has a direct line to our experts, any time of the day, via phone or online. You have the freedom to choose the package most suited to your needs.
9 to 5 Product Support delivers quick response times using services such as online issue tracking. Standard Product Support comes with unlimited use and is based on a fixed annual fee.
24/5 Product Support delivers quick response times using services such as online issue tracking and the ability to request 'hot fixes' on Backbase products if blocking issues occur. Premium Product Support comes with unlimited use and is based on a fixed annual fee.
24/7 Product Support delivers the fastest response times with tailor-made service extras on top of the premium package.
| Support package | Standard | Premium | Platinum |
|---|---|---|---|
| Online resources | |||
| Defect resolution and product release schedule information | |||
| Availability | 9 to 5 | 24/5 | 24/7 |
| Hours response time for Severity 1 | 4 | 2 | 1 |
| Hours response time for Severity 2 | 24 | 16 | 4 |
| Hours response time for Severity 3 | 48 | 24 | 24 |
| Online issue tracker | |||
| Availability by phone | |||
| Hot fixes on Backbase products | |||
| Number of support requests per year | 48 | unlimited | unlimited |
| Number of technical contacts at your company | 2 | 4 | 4 |