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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.

 


About Symlabs
 
Symlabs is the performance leader for virtual directory and identity management solutions.   Benchmarks show Symlabs Virtual Directory Server, LDAP Proxy and Federated Identity Suite are the fastest and most powerful products in the industry for managing and unifying identity data.   Global giants like Sony, IBM, Vodafone, Nokia and United Nations already depend on Symlabs to add flexibility, security, and reliability to their infrastructure.  Symlabs also offers annual support, training and professional services to our clients to help them develop, integrate, and maintain solutions.