Overview
Get professional support for the use of Aduna products in your organization, straight from the source.
Enterprise Support
The Aduna Enterprise Support Contract (AESC) is a subscription service. By subscribing to the AESC the customer receives the following software and services.
The AESC offers support on all Aduna Enterprise products. The combination of these products, called the Aduna Enterprise Suite, forms the basis for an enterprise-wide search infrastructure.
The AESC is available for end-user organizations and consulting partners. The subscription service is offered on per employee basis.
Aduna Enterprise Support Contracts are based on the TOTAL number of employees in your company, organization, division, department, project or team assuming that the total number of employees in your company, organization, division, department, project or team are or will become the prime users of Aduna products. The number will be based on the number of FTE's (Full Time Equivalents). You should make a choice for the employee level (1-5) and the support level (Bronze, Silver or Gold).
Overview
| Enterprise Support Contract | BRONZE | SILVER | GOLD |
|---|---|---|---|
Software |
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|
Aduna Guided Exploration Suite: Aduna AutoFocus, Aduna AutoFocus Server |
Yes | Yes | Yes |
| Certified Software | Yes | Yes | Yes |
| Maintenance, Updates, Upgrades | Yes | Yes | Yes |
Self Help Support |
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| Customer Support Forum | Yes | Yes | Yes |
| Knowledge Base | Yes | Yes | Yes |
Problem Resolution Support |
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| Number of incidents per month | 2 | 5 | Unlimited |
| Web Access | Yes | Yes | Yes |
| Phone Access | 5x8 (M-F) | 24x7 | |
| Max. Initial Response Time | 3 Business Days | 1 Business Day | 4 Hours |
| Emergency response time | 1 Hour | ||
Consultative Support |
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| Remote Troubleshooting | Yes | Yes | |
| Remote Installation Support | 0,5 Day | 1 Day | |
| Remote Integration Support | 2,5 Day | ||
Terms and Conditions
The following terms and conditions apply to any Aduna Enterprise Support Contract