Technical Support
Kineticode is pleased to offer a number of annual Bricolage support options. Contact sales@kineticode.com to discuss how one of our plans can help you get the most out of Bricolage.
Bronze Level Support
$7,500 per year
Kineticode will respond to up to 10 separate support requests per year.
Kineticode will use reasonable efforts to respond to incident support requests within one US business day of receipt of request.
Kineticode will assist in identifying and verifying the causes of suspected errors.
Support requests may be submitted via email, sent by your company’s designated customer representative.
Additional support is available at a rate of $125 per hour for a minimum of two hours.
Installation support is not included, but is available separately as a consulting service.
Silver Level Support
$15,000 per year
The Silver Level plan includes all of the featurees of the Bronze Level plan, plus:
Kineticode will respond to up to 24 support requests per year.
Support requests may come from two designated customer representatives.
Ten percent discount when purchased with Needs Analysis and Technical Specification service.
Gold Level Support
$40,000 per year
The Gold Level plan includes all of the featurees of the Silver Level plan, plus:
Kineticode will respond to up to 64 support requests per year.
Support requests may come from four designated customer representatives.
For non-emergency incidents (as defined below), Kineticode will use reasonable efforts to respond to incident support requests within one US business day of receipt of request.
For emergency support requests, contact is available via a Web pager gateway between 8 AM and 8 PM US Pacific Time, Monday through Friday, with Kineticode using reasonable efforts to respond to such a support request within four hours (Kineticode will respond to requests received outside of such hours to at the beginning of the next US business day).
Includes free software maintenance support plan.
Fifteen percent discount on consulting services.
Platinum Level Support
$120,000 per year
The Platinum Level plan includes all of the features of the Gold Level plan, plus:
Kineticode will respond to up to 256 support requests per year.
Support requests may come from eight designated customer representatives.
For non-emergency incidents (as defined below), Kineticode will use reasonable efforts to respond to incident support requests within four US business hours of receipt of request.
For emergency support requests, contact is available via a Web pager gateway 24 hours a day, seven days a week, with Kineticode using reasonable efforts to respond to such a support request within four hours.
Includes free software maintenance support.
Twenty percent discount on consulting services.
Kineticode will provide one engineer on-site for one week for installation, setup, customization, data migration and training for staff members in any 12 month period (plus travel expenses).
Emergencies
An Emergency
may be either a Severity 1 or Severity 2 problem:
Severity 1: The problem causes complete loss of service. Work cannot reasonably continue; the operation is mission-critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics:
Data corrupted
A critical function is not available
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
Severity 2:
The problem causes a severe loss of service.
No acceptable workaround is available; however, operation can continue in a restricted fashion.
Contact
If none of these technical support options meet your needs, please contact sales@kineticode.com. We’d be happy to work with you to create a customized plan to effectively meet your Bricolage support needs.