Support Packages

Basic Business Premium
 
The system is available in two deployment options – Cloud and On-site.
Subscription
% from licenses cost 		Offered at no additional cost as part of the subscription 10%
not less than $700 		15%
not less than $14,000
The maximum response time (1st priority cases) 4 hours 1 hour 30 mins
The maximum response time (2nd - 4th priority cases) 8 hours 4 hours 2 hours
Operating hours (ET, UTC - 5) 8 am – 6 pm
(Monday – Friday) 		8 am – 6 pm
(Monday – Sunday) 		24х7

Unlimited number of cases

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Consultation on software installation and configuration

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Consultation on functionality

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Consultation on customization
 
With the help of user customization tools
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Consultation on configuration
and development on Creatio platform
 
Consultations on development on the Creatio platform are provided only to certified Creatio users.
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Identification and elimination of software malfunctions

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Updates to new versions and critical patches provision

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Access to Creatio Community

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Offline support
 
Email, Creatio Community
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Online support
 
Phone consultation, remote desktop connection
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Priorities management

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Dedicated Customer Success Manager

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Additional Terms and Conditions

  • The purchase of a support package is mandatory when purchasing software subscription.
  • All advisory services are provided to a single contact on a client’s side or to all certified users on a partner’s side according to the certification policy.
  • Support packages are purchased for a period of not less than one year for all products that are used by the client.
  • At the time of support package purchase the client must use one of the official versions of Creatio products.
  • All free product updates included in the subscription purchase do not include additional services (other than consultancy).
Basic Business Premium
Subscription Offered at no additional cost as part of the subscription 10% 15%
The maximum response time (1st priority cases) 4 hours 1 hour 30 mins
The maximum response time (2nd - 4th priority cases) 8 hours 4 hours 2 hours
Operating hours (ET, UTC - 5) 8 am – 6 pm
(Monday – Friday) 		8 am – 6 pm
(Monday – Sunday) 		24х7

To get more details visit the desktop version of the website.