DataMystic offers several types of technical and business support:
|Program||Recommended for||Coverage||Channels||Priority||Cost model|
|Post-Install Support||Installation and deployment||Covers a single purchase for 30 calendar days||Email only||9-5pm Australian business days on a first-come, first-served basis||Free - first 30 days only|
|Premium Support||Supporting project deadlines, license key renewal and temporary key assistance||Covers multiple products, versions up to 6 months old||Email only||9-5pm Australian business days on a first-come, first-served basis||Pre-purchased in hourly blocks, expire after 1 year|
|Enterprise Support-Tier 2||Supporting mission critical processes, external customers and project deadlines.||Covers multiple products, versions up to 6 months old||Email, phone, chat, video conf||8 hour SLA, 24x5 priority||Monthly recurring subscription|
|Enterprise Support-Tier 1||Supporting mission critical processes, external customers and project deadlines.||Covers multiple products, versions up to 6 months old. Provides access to product roadmaps, DR test plans and reports.||Email, phone, chat, video conf||4 hour SLA, 24x7x365 priority||Monthly recurring subscription|
|Consulting||Development of new or modifying existing configuration, software etc||Per engagement||Email, phone, chat, video conf||As required||Fixed or variable scope, pre-paid|
|Premium Support ( $200 / year per hour, 3 hour minimum)|
|Enterprise Support Tier 2 ( $500 / year per month recurring until cancelled)|
|Enterprise Support Tier 1 ( $1100 / year per month recurring until cancelled)|
The goal of our Premium Support program is to give your business users priority access to DataMystic's technicians. The Premium Support program is fee-based. We realize that your time is money, so with Premium support we guarantee you quick access to our technicians.
We prefer to have a single point of contact within your organization.
Entgerprise Support receives higher priority than Premium Support. If a technician is not immediately available, the next available technician (before all other "non-Premium" calls) will handle it.
You have the option of selecting a technician as your primary support technician. The technician will familiarize himself/herself with your application. This can simplify and speed up all necessary support - and it gives you a single contact point for your technical questions.
Note: We cannot guarantee that the technician you select will always be available.
If, for some unforeseen reason, we need to release a patch to the software you are using, we aim to turn this around within 4 hours.
To ensure that you're informed about future product developments, all Premium Support subscribers will have access to Beta copies of future DataMystic versions. This lets you plan ahead, and it also gives you more feedback in our development process.
As a Premium Support subscriber, you will be automatically notified when maintenance releases become available.
We want you to be 100% satisfied with our Premium Support. So we've implemented a few policies to make sure you're happy with our service:
DataMystic reserves the right to change support policies and pricing as necessary to address business needs.
We look forward to providing you with the best service and support in the business. Thank you for choosing DataMystic.