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Support Levels

Feature Comparison

Standard

Premier#

 

Private Implementation

OnDemand (FundCloud)

 

Free Upgrades

Self Help Resources

Online ticket creation

Availability

24 * 5

24 * 7^

24 * 7^

Response Times$ (L1 / L2 / L3 / L4)

8 / 16 / 24 / 48

8 / 16 / 24 / 48

4 / 8 / 24 / 48

Named Contacts

 

 

1

Senior support engineer first response

 

 

24 * 5

Warm handoffs

 

 

24 * 5

Phone Support

 

 

24 * 7^

Development Escalation Priority

 

 

Onboarding and Environment Familiarity

 

 

Post Incident Report Requests

 

 



# Standard maintenance must be current for all products.
^ On weekends, response is limited to only L1 issues.
$ Hours

Support Includes

  1. Incident Support - Identifying and troubleshooting problems in the system
  2. Root cause analysis
  3. Assistance with issues during installation
  4. Assistance with issues during upgrades
  5. Identifying and creating needed bug reports
  6. Guidance around implementation and configuration
  7. Integration support with other Fundwave products


Support Excludes

  1. Customers without a valid maintenance agreement
  2. End of Life, Beta, Release Candidate or Development releases
  3. Customized versions of Fundwave products (customized = original product code has been modified)
  4. Development questions or requests.
  5. Third-party application integrations or third-party plugins
  6. Support for end-users
  7. Product training
  8. Non-English language support
  9. Professional Services
    1. System & Performance tuning
    2. Deployment & Capacity Planning
    3. Installation & Upgrade Services
  10. Assistance with data migration from other systems

If you next this kind of assistance, contact us at support@getfundwave.com for more information.

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