Support Packages
| Basic | Business | Premium | |
The system is available in two deployment options – Cloud and On-site.
% 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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• | • | • |
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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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• | • | • |
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Online support
Phone consultation, remote desktop connection
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- | • | • |
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Priorities management |
- | - | • |
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Dedicated Customer Success Manager |
- | - | • |
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.