Silver

Gold

Platinum

9 hours / 5 days Regional Office Access
Telephone technical support
Online technical support
Remote access support coverage

24 hours / 7 days
Telephone technical support
Online technical support
Remote access support coverage

ISS Support Portal - Self Service
1 Personalised login accounts
Log support issues
Previous issues status and history
Knowledge Base (FAQs)

ISS Support Portal - Self Service
5 Personalised login accounts
Log support issues
Previous issues status and history
Knowledge Base (FAQs)

Silver and Gold are the standard product support offerings, if you desire a specific custom support model including Service Level Agreements (SLA’s) please contact us to discuss your
requirements

Alerts and Updates
Product Alerts and Update notifications

Alerts and Updates
Product Alerts and Update notifications

Service Charge and Rates
Reviewed Annually

Service Charge and Rates
Reviewed Annually

Maximum Response Times
Business Hours - 4 hours
Out of hours - Next working day

Maximum Response Times
4 hours all times

Bi-Annual Account Support Reviews

Bi-Annual Account Support Reviews