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Product Maintenance
and Support
consultants
on hand 24/7

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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.

Standard Product Support

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.

Premium Product Support

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.

Platinum Product Support

24/7 Product Support delivers the fastest response times with tailor-made service extras on top of the premium package.

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Standard

  • Online resources
  • Online issue tracker
  • Availability 9 to 5
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Premium

  • Online resources
  • Online issue tracker

  • Hot fixes on Backbase products
  • Availability24/5
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Platinum

  • Online resources
  • Online issue tracker
  • Hot fixes on Backbase products
  • Availability by phone or
    Support Hotline
  • Availability24/7

Support packages comparison

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
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