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Contract Level Features

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All plans include the following level of support:

 

Unlimited telephone and email support during the business hours:

 

IN USA - 8 AM to 5 PM CST, Monday through Friday, except for Holidays (24/7 for Platinum, Gold and Silver support levels)
 
IN EU - 8 AM to 5 PM GMT, Monday through Friday, except for Holidays (24/7 for Platinum, Gold and Silver support levels)
 

Incidence reports will be acknowledged within five (5) hours of receipt, (one hour for Platinum, Gold and Silver levels)

 

Incidences will be personally responded by phone or email within 24 hours of receipt, excluding weekends and listed Holidays, when this period will start at the beginning of the next business day (24 hours response time at all times for Platinum, Gold and Silver levels)

 

Support and maintenance contract covers incidences related to any Symlabs product installation, configuration and any possible defect in the Symlabs software included in the license contract.

 

Incidents related to designing and debugging programs written in DirectoryScript, and integration of applications or LDAP directories, are not included in the support and maintenance contract, unless they are developed by Symlabs and specifically included in the Support and Maintenance contract (Only for Platinum and Gold levels)

 

Response times are based on contracted level of support and priority of the incident.

 


Symlabs is now part of Quest Software. A leader in simplifying and reducing the cost of IT management, Quest’s innovative solutions make solving the toughest IT management problems easier, enabling more than 100,000 customers worldwide to save time and money across physical, virtual and cloud environments. The addition of Symlabs virtual directory and federation technology will enhance the overall architecture of the Quest® One Identity Solution and Quest migration products. Learn more at www.quest.com/symlabs.