First Level Support

Support Service Availability & Levels

Support Level 1

Technical e-mail communication will be initiated with the customer within 4 hours of severity determination. This effort may include : remote assistance/remote action using Remote Desktop and/or a Virtual Private Network if available planned or Emergency Onsite assistance. (extra costs apply)

Continuous best efforts will be made until the problem is solved or an interim remedy is implemented (work-around or emergency software fix) . If Kontinum can deliver an acceptable work-around or emergency software fix instead of a solution, the severity classification will drop to a Level 2 or lower. (excluding transport time)

SUPPORT LEVEL 2

Technical e-mail communication will be initiated with the customer within 8 hours of severity determination. This effort may include : remote assistance/remote action using Remote Desktop and/or a Virtual Private Network if available planned or Emergency Onsite assistance. (extra costs apply)

Best efforts to resolve the problem will be made with a resolution objective of 5 business days. (excluding transport time)

Support Level 3

Technical e-mail communication will be initiated with the customer within 24 hours of severity determination. This effort may include : remote assistance/remote action using Remote Desktop and/or a Virtual Private Network if available planned or Emergency Onsite assistance. (extra costs apply)

No resolution time guarantee for this severity.

Description of Severity Level

CUSTOMER ISSUE NOTIFICATION

Customer must provide such information for Issue Notification

  • The date and time that the error report is submitted
  • Customer name and technical personnel contact information
  • Reasonably detailed description of the error, together with any supporting information
  • Any error message(s) or other message(s) generated by the system in association with the error
  • Identification of any additional information (such as dumps, logs, etc.) that are, or can be made
  • Any applicable trace files and/or error logs
  • Test case or instructions necessary to demonstrate the error
  • Claimed level of severity
  • Personnel for acceptance of work around/bug fix

Notes

  • Support requests for any issues without completing all information needed as stated above, will not be supported.
  • ALL support requests must be submitted on written request using BND standard issue notification form.
  • ALL support requests must be submitted on written request using BND standard issue notification form.

Please login at support.bosnetdis.com to fill out the form.

Have no account? Please get one by emailing support@bosnetdis.com.