Support Levels
SoftVision's support levels let you choose the level of assistance that fits your licensing model and project requirements. All levels include reactive support for purchased products. Higher levels improve request prioritization, included support hours and access to advanced services such as developer support or on-site assistance.
During the evaluation phase and for the first 30 days after license purchase, the Silver support level is available at no extra charge. After that period, support automatically falls back to Bronze unless a valid subscription has been concluded. With an active subscription, Silver support remains available; Gold adds more included hours and an extended support allocation.
Overview of Support Services
| Support Levels | Bronze | Silver | Gold |
|---|---|---|---|
| Requirement | None | Subscription | Subscription |
| Request priority | Low | Normal | High |
| Included support hours | - | 10 h/year | 20 h/year |
| Cost of additional support hours | EUR 110/hour | EUR 100/hour | EUR 90/hour |
| Minimum purchase of support hours | - | - | 50 h/year |
| Reaction time | 4 h | 4 h | 2 h |
| Response time | 4 h | 4 h | 2 h |
| Customer contacts | 1 | 2 | 4 |
| Support hours (Mon - Fri) | 09:00 - 17:00 | 09:00 - 17:00 | 09:00 - 17:00 |
| Extended support hours (Mon - Fri) | - | - | 08:00 - 18:00 |
| Yes | Yes | Yes | |
| Telephone | Yes | Yes | Yes |
| TeamViewer remote support | Yes | Yes | Yes |
| Online ticket system | - | - | Yes |
| On-site support | - | - | Yes |
| Developer support | - | 2 h/year included | 4 h/year included |
| Discounted daily rates | - | 5% discount | 10% discount |
What the Levels Mean in Practice
Bronze is suitable for customers without a subscription who need occasional assistance. Support is billed based on actual effort and covers the standard channels of e-mail, telephone and remote access.
Silver is intended for customers with a subscription who need regular support and want to benefit from included hours and discounted additional services. It also includes a small developer-support allowance.
Gold is designed for environments where fast response, higher priority and predictable assistance are important. This level extends Silver with more included hours, additional minimum hours, longer availability, ticket-system access, on-site support and a larger developer-support allocation.
Important Notes
- Silver and Gold require a valid subscription covering all products.
- Included and additionally booked support hours apply per year and cannot be carried over into the following year.
- Support requests are handled by priority, from high to low.
- Reaction time is the period until the first contact by SoftVision. Response time is the period until a qualified answer or workable solution approach is provided.
- Support is provided on working days from Monday to Friday. Saturdays, Sundays and public holidays at SoftVision's location are not considered working days.
- Booked support hours may also be used for developer support, for example for analysis, optimization or integration examples.
- On-site services as well as any travel or accommodation costs are billed separately.
For full details, see the document "SoftVision Support Levels (PDF)".