Four levels of technical support
|
Warranty Available to all customers |
Standard For medium-sized businesses |
Extended For large businesses |
Premium For corporations |
|
|---|---|---|---|---|
|
Registration of requests by e-mail and on the self-service portal (personal account) |
24/7/365 |
24/7/365 |
24/7/365 |
24/7/365 + phone |
|
Working time for requests |
Mon. - Fri. |
Mon. - Fri. |
Mon. - Fri. |
24/7/365 |
|
Response time to the request |
120 minutes |
60 minutes |
30 minutes |
20 minutes |
|
Restoration of a KEO DLP function, the failure of which leads to disruption of a client's business process |
24 hours |
8 hours |
4 hours |
4 hours |
|
Access to the knowledge base |
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|
|
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Access to packages of new product versions |
|
|
|
|
|
Dedicated service manager |
|
Only as an additional option |
Only as an additional option |
|
|
Dedicated engineer assigned to the client |
|
Only as an additional option |
|
|
|
KEO DLP operation support |
|
|
Only as an additional option |
|
|
Remote connection |
|
|
|
|
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KEO DLP hotfix updates to fix critical bugs |
|
|
|
|
|
Scheduled product upgrade to a new version by KEO DLP engineer |
|
Once a year
|
Twice a year
|
|
|
KEO DLP technical condition monitoring |
|
Only as an additional option |
Once a year |
Quarterly or upon request
|
|
Possibility to connect additional options and services |
|
|
|
|
Warranty
Available to all customers
24/7/365
Registration of requests by e-mail and on the self-service portal (personal account)
Mon. - Fri.
9:00–18:00 (Moscow Time)
)
Working time for requests
120 minutes
Response time to the request
24 hours
Restoration of a KEO DLP function, the failure of which leads to disruption of a client's business process
Access to the knowledge base
Access to packages of new product versions
Dedicated service manager
Dedicated engineer assigned to the client
KEO DLP operation support
Remote connection
KEO DLP hotfix updates to fix critical bugs
Scheduled product upgrade to a new version by KEO DLP engineer
KEO DLP technical condition monitoring
Possibility to connect additional options and services
Standard
For medium-sized businesses
24/7/365
Registration of requests by e-mail and on the self-service portal (personal account)
Mon. - Fri.
9:00–18:00 (Moscow Time)
Working time for requests
60 minutes
Response time to the request
8 hours
Restoration of a KEO DLP function, the failure of which leads to disruption of a client's business process
Access to the knowledge base
Access to packages of new product versions
Only as an additional option
Dedicated service manager
Only as an additional option
Dedicated engineer assigned to the client
KEO DLP operation support
Remote connection
KEO DLP hotfix updates to fix critical bugs
Once a year
Scheduled product upgrade to a new version by KEO DLP engineer
Only as an additional option
KEO DLP technical condition monitoring
Possibility to connect additional options and services
Extended
For large businesses
24/7/365
Registration of requests by e-mail and on the self-service portal (personal account)
Mon. - Fri.
9:00–18:00 (Moscow Time)
Working time for requests
30 minutes
Response time to the request
4 hours
Restoration of a KEO DLP function, the failure of which leads to disruption of a client's business process
Access to the knowledge base
Access to packages of new product versions
Only as an additional option
Dedicated service manager
Dedicated engineer assigned to the client
Only as an additional option
KEO DLP operation support
Remote connection
KEO DLP hotfix updates to fix critical bugs
Twice a year
Scheduled product upgrade to a new version by KEO DLP engineer
Once a year
KEO DLP technical condition monitoring
Possibility to connect additional options and services
Premium
For corporations
24/7/365 + phone
Registration of requests by e-mail and on the self-service portal (personal account)
24/7/365
Working time for requests
20 minutes
Response time to the request
4 hours
Restoration of a KEO DLP function, the failure of which leads to disruption of a client's business process
Access to the knowledge base
Access to packages of new product versions
Dedicated service manager
Dedicated engineer assigned to the client
KEO DLP operation support
Remote connection
KEO DLP hotfix updates to fix critical bugs
Scheduled product upgrade to a new version by KEO DLP engineer
Quarterly or upon request
KEO DLP technical condition monitoring
Possibility to connect additional options and services