Support and maintenance
Excellent support and maintenance is a prerequisite for a long and positive working relationship.
At Pentia, we don’t just want to support customers throughout the project – we also want to offer effective support and maintenance following its launch.
Pentia offers 3 different forms of agreement regarding user support and maintenance in connection with the closure of a development project.
The customer can choose between the following support agreements:
- 8 hours reaction time
- 4 hours reaction time
- 1 hour reaction time
Reaction time is defined as the maximum period of time that can pass before Pentia begin work on the reported task. Pentia does not give any guarantee regarding the total amount of time in which it takes to resolve the problem.
- Help with problems does not include the introduction of new functionality.
- Pentia begins correcting acute errors within the defined reaction time.
User support and maintenance/problem clarification is delivered as 2nd level support. In other words, 1-2 super users (at the customers) can contact Pentia to receive assistance relating to problems with the product (technical) or usage of it.
Pentia can be contacted regarding a problem on Monday to Thursday between 09:00 and 16:00 and Friday between 09:00 and 14:00. The cost of a Pentia support agreement can be delivered upon request.
Please note that the upgrade of standard products following completed development is considered as a support task, regardless of whether the upgrade is prompted by normal maintenance or an error in standard products.