| Silver | Gold | |
|---|---|---|
|
Term Length |
1 year or 2 year options1 | 1 year or 2 year options1 |
|
Technical Contacts* |
3 | 6 |
|
Response Time2 |
Based on Severity level: 1, 2 = 4 hours 3, 4 = 12 hours |
Based on Severity level: 1, 2 = 2 hours 3, 4 = 8 hours |
|
Follow Up Time2 |
Based on Severity level: 1 = Every 8 hours 2 = Every 2 days 3, 4 = Every 5 days |
Based on Severity level: 1 = Every 4 hours 2 = Daily 3, 4 = Every 3 days |
|
Phone Support |
8 hours, 5 days a week (Monday- Friday)3 Support available in English, French, Japanese, German and Mandarin |
24 hours, 7 days a week Support available in English |
1 Start date is date of purchase
2 Communication is via email or phone. Response times are based on initial phone contact.
3 Local operations center time (Local support centers: Philippines and China in APAC, Romania in EMEA and Florida in North America).
NOTE: Both Silver and Gold Maintenance include service packs, major and minor upgrades, online community, web portal, email and symbols library.
Severity LEVELS
| Severity LEVEL | Description |
|---|---|
|
1 |
Complete loss of service for all users. May cause direct revenue loss. |
|
2 |
Limited loss of service. No acceptable workaround available. Operations can continue in a limited fashion. |
|
3 |
Minor impact to limited functionality. Functional via workaround. Inconvenience. |
|
4 |
No loss of service. Request for information. |
NOTE: ALL RESPONSE TIMES AND FOLLOW-UP TIMES ARE ESTIMATES ONLY. AVOCENT WILL USE ITS BEST EFFORTS TO MEET THE NOTED TIMES BUT MAKES NO GUARANTEE OR WARRANTIES WITH RESPECT TO SUCH RESPONSE TIMES AND FOLLOW-UP TIMES. AVOCENT’S ABILITY TO RESOLVE SOME SOFTWARE ISSUES OR TRIAGE AN ISSUE THAT MAY NEED ENGINEERING TO RESOLVE MAY REQUIRE REMOTE ACCESS TO THE SOFTWARE ENVIRONMENT.FAILURE TO PROVIDE REMOTE ACCESS MAY RESULT IN A DELAY OR LACK OF A RESOLUTION FOR THE REPORTED ISSUE.
