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Technical Support

TECHNICAL SUPPORT SCHEDULES

You may designate up to the number of contacts described within Table 2.8 below based on the number of Standard and Premium Software Subscriptions you have purchased (other than for Academic Edition Customers with Campus Wide Subscriptions*).

We will provide Subscription Services to you solely by communicating during the Hours of Coverage with the individual Support Contact(s) you appoint. For Premium Support, in order to receive 24x7 coverage for Severity 1 and 2 issues, you must provide a dedicated point of contact to be available until the issue is resolved.

You may change your designated Support Contacts by notifying us in writing and giving us five business days to process the change. The Support Contacts should have “read and write” access to the necessary files, English language communication skills and relevant technical knowledge.

Table 2.8

Number of Standard and Premium Software Subscriptions (excluding SimuOne NIU Subscriptions)

Number of Cores included in SimuOne NIU Software Subscriptions

Support Contacts

1 to 250

1 to 255

Up to 20

251 to 1,000

256 to 1,024

Up to 40

Every additional 1,000

Every additional 1,024

40 additional

 

 

 

 

 

Production Support Terms of Service

 

Self-support1

Standard

Premium

Hours of coverage

N/A

2

Standard business hours

3

Standard business hours (24x7 for Severity 1 and 2)

Support channel

None

Web (e-mail) and phone (Skype)

Web (e-mail) and phone (Skype)

Number of cases

N/A

Unlimited

Unlimited

Response times

Initial and ongoing response

Initial and ongoing response

Initial response

Ongoing response

Severity 1

N/A

1 business hour

1 hour

1 hour or as agreed

Severity 2

N/A

4 business hours

2 hours

4 hours or as agreed

Severity 3

N/A

1 business day

4 business hours

8 business hours or as agreed

Severity 4

 

N/A

2 business day

8 business hours

2 business days or as agreed

 

 

SimuOne Support Severity Level Definitions

Opening a support case online (via e-mail) can make it easier to share technical data, error messages, and system information with your SimuOne Support representative. Following the online submission with a phone call can reduce response time as well as potential errors in the capture of information.

SimuOne Support Services uses the following definitions to classify issues:

Severity 1 (urgent)

A problem that severely impacts your use of the software in a production environment (such as loss of production data or in which your production systems are not functioning). The situation halts your business operations and no procedural workaround exists.

Severity 2 (high)

A problem where the software is functioning but your use in a production environment is severely reduced. The situation is causing a high impact to portions of your business operations and no procedural workaround exists.

Severity 3 (medium)

A problem that involves partial, non-critical loss of use of the software in a production environment or development environment. For production environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround. For development environments, where the situation is causing your project to no longer continue or migrate into production.

Severity 4 (low)

A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. For production environments, there is low-to-no impact on your business or the performance or functionality of your system. For development environments, there is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

 

In order to provide you with 24x7 coverage, SimuOne requests that you identify a dedicated point of contact who will be available until the issue is resolved.

 

NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable.

Community Edition 

Based on our Community License and includes

All product features; EIR/ADD - SS7/Diameter or Radio Network Probing options, Analytics, Campaign and Triggering. 

Can be used freely for testing, service development on our API's, trials or production - if eligible.

Professional support packages available

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