Support level criteria | Bronze | Silver | Gold |
Knowledge database access (FAQ) |
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Web and Phone incident submission | Phone | ||
Unlimited Break/Fix incidents | Unlimited | Unlimited | Unlimited |
Support ( Local business hours/ 24*7) | Local business hours | Local business hours | 7j/24h |
Support lifecycle | cycle standard | cycle standard | cycle étendu |
Unlimited access to training documents |
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Phone support escalation |
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Onsite support |
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Remote Diagnostic & Reporting |
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