| Ideal when? |
You are evaluating or lightly using Syndeia. |
You have production workflow in Syndeia. |
You are customizing workflow for business and/or mission critical workloads in Syndeia. |
| Live technical support via web conferencing |
When offered by Intercax Support Specialist |
Provided when requested by subscriber using plan hours. |
Provided when requested by subscriber using plan hours. |
| Live, online, standard training Curriculum (offered by senior Intercax Syndeia subject-matter experts on key capabilities). |
Active Syndeia users are covered under standard support and encouraged to register. Given the demand and class size limits, Silver and Gold Premium Support and site license customers receive priority access |
Included and does not consume plan hours. |
Included and does not consume plan hours. |
| Live, online, custom training sessions (offered by senior Intercax Syndeia subject-matter experts on suggested topic) |
Not included. |
2 (two) 2-hour sessions when requested by subscriber using plan hours. |
3 (three) 2-hour sessions when requested by subscriber using plan hours. |
| Live, onsite customer visits (offered by senior Intercax Syndeia subject-matter experts on suggested topics). |
Not included. |
1 (one) 2-day site visit when requested by the subscriber, does not use plan hours. No additional travel expenses. |
2 (two) 2-day site visits, when requested by the subscriber, do not use plan hours. No additional travel expenses. |
| Service Level Agreement *, ** |
Best effort to triage within 8 hours and to provide recommendation within 48 hours. |
Triaged to SME within 8 hours and focused attention to provide recommendation within 24 hours. |
Triaged to SME within 8 hours and focused attention to provide recommendation within 24 hours. |
| Architectural guidance |
Not included. |
Contextual to your use-cases |
Contextual to your use-cases and may include enterprise architecture mentoring |
| Third-Party Software Support |
Strictly limited to applications on which Syndeia depends |
Interoperability and configuration guidance |
Interoperability and configuration guidance and troubleshooting |
| Technical Account Management |
Not included. |
Not included. |
Designated Technical Account Manager proactively monitors your support needs and assists with expedited access to Intercax expertise. |
| Pricing |
Included with maintenance subscription and during pre-sale evaluations |
Contact info@intercax.com for details |
Contact info@intercax.com for details |
| Derivative works ownership |
All Intellectual Properties retained by Intercax |
All Intellectual Properties retained by Intercax |
All Intellectual Properties retained by Intercax |
| Annual Hours in Subscription |
Not included. |
50 |
100 |
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