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Bronze Support Incident
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Our Price: $250.00
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- Ability to email Binary Tree support
- Immediate acknowledgment of issue
- Email Response Time: Between 2 hours and 1 business day
maximum
- Delivery of bug fixes, patches and workarounds
- New software release upgrades (Assuming software license and
software maintenance agreement is current)
Cost: $250/incident
Incidents: 10
Term: 1 Year
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Silver Support Incident
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Our Price: $300.00
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- Ability to phone and email Binary Tree support
- Up to 2 named contacts from your organization who can contact support
- Immediate acknowledgment of issue
- Email Response Time: Between 2 hours and 1 business day maximum
- Phone Response Time: Between 4 hours and 1 business day maximum
- Calls made prior to 1PM EST that are not immediately answered will be returned on the same day.
- Calls after 1PM EST that are not immediately answered will be returned by the following business day.
- Ability to troubleshoot with Binary Tree support over a screen sharing application
- Delivery of bug fixes, patches and workarounds
- New software release upgrades (Assuming software license and software maintenance agreement is current)
Cost: $300/incident
Incidents: 15
Term: 1 Year
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Gold Support Incident
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Our Price: $350.00
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- Assigned a dedicated Binary Tree support personnel (direct extension access) during the hours of 8AM - 7PM Eastern Standard Time, M-F except U.S. Holidays
- Up to 3 named contacts from your organization who can contact support
- Ability to call or email dedicated Binary Tree support personnel
- Immediate response and acknowledgment of issue
- Appropriate escalation based on issue severity
- Weekly Status Report of Open Support Incidents
- Ability to troubleshoot with Binary Tree support over a screen sharing application
- Delivery of bug fixes, patches and workarounds
- New software release upgrades (Assuming software license and software maintenance agreement is current)
Cost: $350/incident
Incidents: 20
Term: 1 Year
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