A variety of
Binary Tree Support Packages are available.
Support incidents are priced according to the package you chose that fits the needs
of your company. Please
contact
sales for pricing on the support packages.
Platinum Support Package*
• Access to live support 24/7 via phone or email
• Up to 5 named contacts from your organization who can contact support
• Immediate response and acknowledgment of issue
• Appropriate escalation based on issue severity
• Assigned a dedicated Binary Tree support personnel (direct extension access)
during the hours of 8AM - 7PM Eastern Standard Time, M-F except U.S. Holidays
• Weekly Status Report of Open Support Incidents
• Ability to troubleshoot with Binary Tree support over a screen sharing
application
• Delivery of bug fixes, patches and workarounds
• New software release upgrades (Assuming software license and software
maintenance agreement is current)
• One free audit of your environment per year
Incidents: Unlimited
Term: 1 Quarter
*This package will be available starting February 2010 for CMT for Coexistence
only. Other products will be added shortly thereafter.
Gold Support Package
• Assigned a dedicated Binary Tree support personnel (direct extension access)
during the hours of 8AM - 7PM Eastern Standard Time, M-F except U.S. Holidays
• Up to 3 named contacts from your organization who can contact support
• Ability to call or email dedicated Binary Tree support personnel
• Immediate response and acknowledgment of issue
• Appropriate escalation based on issue severity
• Weekly Status Report of Open Support Incidents
• Ability to troubleshoot with Binary Tree support over a screen sharing
application
• Delivery of bug fixes, patches and workarounds
• New software release upgrades (Assuming software license and software
maintenance agreement is current)
Incidents: 20
Term: 1 Year
Silver Support Package
• Ability to phone and email Binary Tree support
• Up to 2 named contacts from your organization who can contact support
• Immediate acknowledgment of issue
• Email Response Time: Between 2 hours and 1 business day maximum
• Phone Response Time: Between 4 hours and 1 business day maximum
• Calls made prior to 1PM EST that are not immediately answered will be returned
on the same day.
• Calls after 1PM EST that are not immediately answered will be returned by the
following business day.
Ability to troubleshoot with Binary Tree support over a screen sharing
application
• Delivery of bug fixes, patches and workarounds
• New software release upgrades (Assuming software license and software
maintenance agreement is current)
Incidents: 15
Term: 1 Year
Bronze Support Package
• Ability to email Binary Tree support
• Immediate acknowledgment of issue
• Email Response Time: Between 2 hours and 1 business day maximum
• Delivery of bug fixes, patches and workarounds
• New software release upgrades (Assuming software license and software
maintenance agreement is current)
Incidents: 10
Term: 1 Year
Coexistence Remote Monitoring Support Package
• Assigned Binary Tree Resource to serve as your CMT for Coexistence
Administrator and perform routine maintenance and administrative tasks
(including upgrades and audits)
• Up to 32 hours of support per month
• Access to product experts on an on-going basis
• Remote dial in or scheduled access via webex sessions will allow the Binary
Tree resource to access and troubleshoot issues in your environment effectively.
Term: 1 Month
On-Site Support Package
• Should you require a higher level of support, Binary Tree offers on-site
assistance.
• Once Binary Tree support determines the problem will require an on-site
technical visit, a resource will be scheduled based on availability and impact
level.
• Costs associated with on-site services are billed on an hourly basis according
to the Binary Tree sales department (sales@binarytree.com).
Weekend Remote Support Package
• While standard Binary Tree support is not available during weekend hours,
Customers or Business Partners who are running migrations or implementations
over the weekend can pre-arrange for a support person to be dedicated to them
for a specified period of time.
• Costs associated with this service are charged whether or not support is
actually used.
• Existing incidents will not be charged when such an arrangement is made,
however the terms of this package is that it needs to be pre-paid prior to the
weekend.
Term: Per 4 hour support period