| Basic | Business | Premium | |
Cloud
The application is hosted in the cloud
% from licenses cost |
Offered at no additional cost as part of the subscription |
10% not less than $ 700 |
15% not less than $ 14 000 |
|
On-Site
The application is hosted in-house by the client
% from licenses cost |
15% |
20% not less than $ 700 |
25% not less than $ 14 000 |
|
The maximum response time (1st priority cases) |
4 hours | 1 hour | 30 mins |
|
The maximum response time (2nd - 4th priority cases) |
8 hours | 4 hours | 2 hours |
|
Operating hours (ET, UTC - 5) |
8 am – 6 pm (Monday – Friday) |
8 am – 6 pm (Monday – Sunday) |
24х7 |
|
Unlimited number of cases |
• | • | • |
|
Consultation on software installation and configuration |
• | • | • |
|
Consultation on functionality |
• | • | • |
|
Consultation on customization
With the help of user customization tools
|
• | • | • |
|
Consultation on configuration |
- | • | • |
|
Identification and elimination of software malfunctions |
• | • | • |
|
Updates to new versions and critical patches provision |
• | • | • |
|
Access to bpm'online community |
• | • | • |
|
Offline support
Email, bpm'online community
|
• | • | • |
|
Online support
Phone consultation, chat, remote desktop connection
|
- | • | • |
|
Priorities management |
- | - | • |
|
Dedicated Customer Success Manager |
- | - | • |
Additional Terms and Conditions
- The purchase of a support package is mandatory when purchasing software licenses / subscription.
- All advisory services are provided to a single contact on a client’s side.
- Support packages are purchased for a period of not less than one year for all products that are used by the client.
- At the time of support package purchase the client must use one of the official versions of bpm'online products.
- All free product updates included in the license purchase do not include additional services (other than consultancy).
| Basic | Business | Premium | |
| Cloud | Offered at no additional cost as part of the subscription | 10% | 15% |
| On-Site | 15% | 20% | 25% |
| The maximum response time (1st priority cases) | 4 hours | 1 hour | 30 mins |
| The maximum response time (2nd - 4th priority cases) | 8 hours | 4 hours | 2 hours |
| Operating hours (ET, UTC - 5) | 8 am – 6 pm (Monday – Friday) | 8 am – 6 pm (Monday – Sunday) | 24х7 |
