Xignite Support Plans
Xignite addresses a wide range of requirements from many types of firms:
from mission-critical applications at Fortune 500 companies to low-volume applications in professional offices.
For this reason, we provide multiple support options each tailored to cater to our customer's unique requirements.
The table below summarizes the difference among our support options:
| Model |
Basic Support
|
Standard Support
|
Premium Support
|
| Guaranteed Availability |
95% |
99% |
99.9% |
| Online Resources |
Yes |
Yes |
Yes |
| Email Support Response Time |
3 Business Days * |
1 Business Day * |
2 Business Hours |
| Phone Support |
No |
Within Business Hours |
24 x 7
|
| IM Support |
No |
No |
Yes, Within Business Hours |
| Setup/Configuration Assistance |
No |
2 Hours |
10 Hours |
| Available for Enterprise Level Subscriptions |
No |
Yes |
Yes |
| Splice Custom Services |
Not Available |
One Splice per subscribed service. |
Unlmited Splices. |
| Pricing |
Base |
+20% of Base |
+80% of Standard |
* For instance, if you report a problem at 10:00 a.m. PST on a Tuesday, we will get back to you at the minimum by 10:00 a.m. PST on Wednesday with Standard Support and 10:00 a.m. PST on Friday with Basic support.
If you report at 2:00 a.m. PST on a Friday, we will get back to you at the minimum by 8:30 a.m. PST on Monday with Standard Support and 8:30 a.m. PST on Wednesday with Basic support.