Our Support Levels
We have different tiers of support designed to meet your unique needs.
|Access to MSD products, bugfixes, and updates||X||X||X|
|Access to our knowledgebase in our Customer Portal||X||X||X|
|Access to support engineers during standard business hours||X||X|
|Access to support engineers 24x7 for high-severity issues||X|
Read on if you need more details.
Support Terms of Service
|Hours of coverage||N/A||Standard business hours||Standard business hours (24x7 for Severity 1 and 2)1|
|Support channel||None||Web and phone||Web and phone|
|Number of cases||N/A||Unlimited||Unlimited|
|Response times||Initial and ongoing response||Initial and ongoing response||Initial response||Ongoing response|
|Severity 1||N/A||1 business hour||1 hour||1 hour or as agreed|
|Severity 2||N/A||4 business hours||2 hours||4 hours or as agreed|
|Severity 3||N/A||1 business day||4 business hours||8 business hours or as agreed|
|Severity 4||N/A||2 business day||8 business hours||2 business days or as agreed|
1.In order to provide you with 24x7 coverage, Millennium Software Design requests that you identify a dedicated point of contact who will be available until the issue is resolved. NOTE: Severity 2 issues are not automatically set to 24x7 coverage after filing a support case, and 24x7 coverage should be explicitly requested if applicable.