Support Plans

Support plans explanation

The paid service plans all have access to the technical support phone number and voicemail, in addition to offering priority response time on service tickets depending on the plan chosen.

Here is a definition of the plans

• Free plan:
  24×7 Email Support, 24×7 Online Video Tutorials and self-service Knowledge Base.
• Basic plan:
  $25/month, 5 minutes call included and $2 per additional minutes. 24-48 hour response time.
• Bronze plan:
  $45/month, 15 minutes call included and $2 per additional minutes. 12-24 hour response time.
• Silver Plan:
  $85/month, 30 minutes call included and $2 per additional minutes. 6-12 hour response time.
• Gold Plan:
  $125/month, 45 minutes call included and $2 per additional minutes. Response time of less than 6 hours
• Platinum Plan:
  $225/month, 60 minutes call included and $2 per additional minutes. 1-2 hour response time.

Service Level Agreement

1. Priority Levels

• Critical Priority (P1): Incidents affecting the entire system or critical functionalities (e.g., inability to process transactions). Only if you have only one AzimutPOS software installed and no other way to complete transactions.
• High Priority (P2): Incidents affecting important functionalities but not the entire system (e.g., user login issues).
• Medium Priority (P3): Incidents affecting secondary functionalities (e.g., incomplete reports).
• Low Priority (P4): Requests for minor features or modifications.

2. Response and Resolution Times

• Critical Priority (P1): Response: 1 hour, Resolution: 4 hours
• High Priority (P2): Response: 2 hours, Resolution: 1 business day
• Medium Priority (P3): Response: 4 hours, Resolution: 2 business days
• Low Priority (P4): Response: 1 business day, Resolution: 5 business days

3. Support Services

• Standard Support:
  • Hours: 9am to 6pm (business days).
  • Contact: Phone, email to support@azimutpos.com
• Premium Support:
  • Hours: 24/7 for P1 incidents. (See other support types on our website at wiki.azimutpos.com)
  • Contact: Phone, email to support@azimutpos.com

4. Reporting Procedures

• Incident Reporting:
  • Contact support via phone or email at support@azimutpos.com.
  • Provide details about the incident, including the nature of the problem, when it was noticed, and the affected users, as well as steps to reproduce the issue.
• Incident Follow-up:
  • Support will inform the customer of the incident status and provide regular updates.

5. Penalties

• Non-compliance with deadlines:
  • Partial or full refund if resolution deadlines are not met.
• Compensation:
  • Offers of free services or discounts on future invoices in case of significant SLA non-compliance.

6. General Terms

The customer has the right to terminate the contract if the SLA terms are not met.

SLA Revisions:

SLA revisions may be made periodically.

Confidentiality:

Customer information will be kept confidential.

Termination Rights: