Support

Two levels of support are provided for the Plexus Message Broker: Business Hours Support and After Hours Extended Emergency Support.

Business Hours Support

• Provided 8 AM EST to 8 PM EST
• Support via either phone call or email
• SLA for phone call response – 30 minutes
• First 90 days after production installation included in pricing per the license agreement

After Hours Emergency Support

• Provided to cover hours outside of Business Hours Support
• Purchased in addition to Business Hours Support
• Only Production systems are covered
• Only Production emergency scenarios are covered
• Support via phone call
• SLA for phone call response – 30 minutes

Support Requirements

• All support is provided via remote access unless otherwise negotiated.
• Customer is responsible for providing the security access to the system requiring support.

On-Site Support

• When on-site support is requested, the customer is responsible for all expenses.
• Consulting fees are determined at time of request.

Crisis Support

• Provided when the customer cannot ascertain why the problem is occurring and thus requires assistance to determine the root cause of the problem

Plexus Message Broker
P.O. Box 53204
Irvine, CA 92619

Phone:
949-733-8526
eMail:
info@stahurabrenner.com