as of November 2024
| STANDARD | ADVANCED | PREMIUM | |
|---|---|---|---|
| Description | Basic technical support | Prioritized case handling | Prioritized case handling aligned with customer's deadline |
| Availability | Access to the PD4ML technical support through cases and email | Prioritized access to the PD4ML technical support through cases and email | Prioritized access to the PD4ML technical support through cases and email
In critical situations, receive support via instant chat, screen sharing and, if necessary and technically possible, receive configuration/deployment assistance via remote access session to the customer's environment |
| Software updates | Access to current and historical versions of the licensed product during the active license maintenance period | This support plan does not include any additional access to the software updates. This access is provided as part of the ongoing maintenance of your PD4ML license | This support plan does not include any additional access to the software
updates. This access is provided as part of the ongoing maintenance of your
PD4ML license |
| Correction or workaround for a fault | Included | Included | Included. In urgent cases, running full QA and publishing patch levels outside of the schedule |
| Initial response time objectives *actual fault rectification can take longer |
Issue triage and response within three business days (CET, Germany) | Issue triage and response within 8 business hours (CET, Germany) | Issue triage and response within 8 business hours
(CET, Germany) |
| Additional support | By request, prioritizing the implementation of planned new features Assistance with optimizing the layout and structure of document templates to achieve better conversion performance and resulting documents accessibility |
Implementing custom feature requests, assuming the new features are reasonable and potentially useful to other users Maintenance of customer-specific product development branches for hot-fixing of deployed software versions, to avoid potential interference with newly introduced features For source code licensees, providing of product build and test environment for local product customizing or troubleshooting (in general, not recommended) |
|
| Pricing | Included with license fee and with the regular license maintenance renewals | 8.000 EUR / year + EU VAT, if applicable Order Extended (not a subscription, can be renewed when needed) |
17.000 EUR / year + EU VAT, if applicable Order Premium (not a subscription, can be renewed when needed) |
