Support® Options

From proof of concept to product launch you can count on us to get you up and running quickly. We understand that not every customer has the same needs when it comes to support and maintenance. Our support team provides you with hands-on service and access to our development team when needed. Our comprehensive array of support programs range from 24x7 support to Standard Maintenance offering product updates and upgrades.

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  • For situations that require the fastest possible response for mission critical or production down scenarios. Includes 2 hour response for Severity level 1 issues, 1 business day response for Severity level 2 issues, and 2 business day response for Severity level 3 issues. 
    • Phone call response included for all three categories (USA Eastern Time): 
      • Bronze: 8-5 ET  
      • Silver: 8-8 ET 
      • Gold: 24 x 7 
  • Maintenance Programs: Include version upgrades, updates, and 24x7 automated support system coverage.
  • Auto Attendant web-based support system: Powerful system for submitting your issues, providing FAQ’s and documentation, Available on the web 24x7 though responses are offered during Snowbound’s normal business hours.
  • Expedited Support Response (ESR) - formerly called incidents*: ESRs are included in our Gold, Silver and Bronze support plans, and may be purchased in blocks of 3 by customers under other maintenance agreements. ESRs provide you with priority response (at a level higher than standard support tickets), telephone consultation if needed, code review, sample creation and minor code changes. Each ESR offers up to 3 hours of services.
  • Expedited Maintenance Release (EMR)*: A tested maintenance release of your product specifically addressing your issue. EMRs include a single ESR, are included in our Gold (3 EMRs / 6 ESRs), Silver (2 EMR /3 ESRs), and Bronze (1 EMR / 3 ESR) plans, and may be purchased separately by customers under other maintenance agreements.
  • Back Version Support: Our maintenance program covers back version support, but back version maintenace for problem fixes (not features) is available for an extra cost.
  • Professional Services*: Installation and Integration Services: Offers our expertise to help you install and configure your system.
  • Customization Services: Custom product and feature changes*

If you would like more information about our technical support programs, or if you need help assessing which program is right for your organization, please contact our Sales Department at 617-607-2010 or by email.

For a list of additional program definitions, please click HERE.

*Support programs are for one person, and each developer is required to have their own development product. Volume discounts are available.

NOTE: Maintenance contracts vary by product. Please contact our Sales Department for details.

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