What Does Commercial Support Cover?
Debugging and Error Correction
If you experience an error, we work to reproduce it, and fix it or provide a workaround – all within the agreed SLA time. All fixes are incorporated into the next minor release.
Security issues are rare and unlikely, but if they happen we let you know about the implications and the solution as quickly as possible.
Assistance with Installation and Deployment
We make sure your installation goes as smoothly as possible. With our help, you can quickly clear up any installation related conflicts, errors, and get up and running in now time.
eduTrac SIS updates as well as updates to the documentation are available on this here on the support center website. Software updates occur once a quarter.
Which Support Level Is Right for Me?
Suitable for non-critical eduTrac SIS deployments where longer service level agreements (SLAs) are acceptable and quick fixes for production deployments are not required.
For production deployments of eduTrac SIS, or wherever priority case handling is required. It includes faster response times and expedited solutions for critical production issues.
For mission-critical deployments of eduTrac SIS that require the top most level of support with the fastest response times and solutions across live chat or web inquiries.
*This is the price per instance. An instance consists of one production system and one dev system.
** Known errors/issues with an upgrade or code change will be fixed at no cost to the customer/client. Also, this is included in the Professional and Enterprise SLA’s.