Programas de suporte
Orad offers a wide variety of dedicated support programs. Regardless of the type of support chosen, Orad offers the same expert support and makes all effort to solve and/or reach your facilities as quickly as possible.
| Maintenance program | Standard | Priority | Enterprise | Time & Material |
|
Access to assisted support: phone, email, services' portal |
Monday-Friday 09:00-18:00 |
Monday-Friday 09:00-22:00 |
7/24 |
Monday-Friday 09:00-18:00 |
| Call back response time |
Up to: 1 working day |
Up to: 6 hours |
Up to 2 hours |
Up to: 4 working days |
| Call back critical | Up to: 6 hours | Up to: 3 hours | Up to: 1 hour | N/A |
| HW replacement |
Not included (based on list price) |
Included | Included | Based on list price |
| Remote support access |
Monday-Friday 09:00-18:00 |
Monday-Friday 09:00-22:00 |
7/24 | €2,500 for 1st day €1,500 for every additional day |
| On-site support response time (travel & accommodation will be covered by customer) |
Up to: 7 working days |
Up to: 5 working days |
Up to: 3 working days |
Based on availability €2,500 for 1st day €1,500 for every additional day (payment in advance) |
| Remote system check up | Once a year | Twice a year | Twice a year | €2,500 (payment in advance) |
| On-site visit check-up + SW updates (travel & accommodation not included) | €1,000/day | €1,000/day | Free - one visit a year |
€7,000 (payment in advance) |
| Yearly SW updates + service packs | Included | Included | Included | Not included |
| Access to remote training | Included | Included | Included | €5,000 per course |
| Access to remote FAQ’s | Included | Included | Included | Not included |
| Yearly access to frontal training in Orad’s HQ (two weeks, customer covers travel & accommodation) | Included | Included | Included | €10,000 per Trainee |
| Quarterly report | Included | Included | Included | - |