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Contract Level Features

All plans include the following level of support:

 

Unlimited telephone and email support during the business hours:

 

8 AM to 5 PM CST, 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 focuses on Identity Management. We offer "standards based" software components like the Symlabs Virtual Directory Server, Symlabs LDAP Proxy and the Symlabs Federated Identity Suite. We also offer software support, training and professional services.