Buy a support plan
When purchasing SMW+ Professional, we recommend to contract a support plan for further extended support. The software maintenance starts when the contract is concluded and contains the following services:
Fault analysis
Once the customer informs about faults in SMW+, ontoprise will analyze the affected parts of the system and tell the customer whether it is a software or hardware problem.
Response time
Fault reports entered by the ontoprise ticketing system or reported by email will have guaranteed response times regarding to 3 error categories. For instance, category 1 means that the customers work has a complete or significant loss or degradation of services, which is critical and requires immediate attention. In this case, ontoprise starts within 8 hours (within their normal business hours) with finding a solution.
Updates and Upgrades
A software failure is when (a) SMW+ will not provide the functionality specified in the product or service description or (b) does not meet the requirements specified in the software delivery contract. For avoiding or eliminating such errors ontoprise delivers patches, bug fixes, or new software versions of the program (updates, upgrades) or program parts.
