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Technical Gold Support

The Challenge

Technical Gold Support - the exclusive solution

Gold Support is based on the Hubdrive maintenance contract and covers exactly the same service portfolio, but with faster response times and higher availability. Details of the general maintenance contract can be found in the General Terms and Conditions.

Technical Gold Support is the highest technical support level for HR for Dynamics. A highly available Partner support team of Senior Support Agents re-establishes the availability of your system within shortest time. Guaranteed response times from 4 hours are possible.

How can the Gold Support benefit you?

  • Employees can keep working faster
  • Disadvantages for your business are minimized or even prevented
  • Problems are coordinated the best way possible directly by Support specialists
  • You have security in costs by billing as flat rate

Priority Levels

The following severity levels and associated response times are guaranteed for reported problems:

  • Priority Level - Emergency: 4 hours
  • Priority Level - High: 6 hours
  • Priority Level - Medium: 12 hours

Definition

Priority Level 1 – Emergency

Any error or other issue that has led to the complete failure of the Hubdrive solutions for all users on the productive system.

Priority Level 2 – High

Any error or other issue that has led to a failure of significant parts of the Hubdrive solutions for all users on the productive system.

Priority Level 3 – Medium

Any error or other issue that has led to noticeable malfunctions of significant parts of the Hubdrive solutions for some of the users on the productive system.

Authorized communication channels

For the use of the Gold Support, the customer names three employees who are legitimized to submit requests.

Prerequisites

The Gold Support contract requires a valid maintenance contract for HR for Dynamics.

Delivery

Online

Next Step

Feel free to contact us.


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Dyn ST EN