Why do you need a support plan?

  • To ensure that your company receives fast support when a problem occurs, without risking your everyday operation
  • To get access to our customer support center
  • To get software updates for new features and bug fixes
  • To be able to request software customizations (change requests) 

Service Level Agreements

The services we provide are formally defined through the Service Level Agreements (SLAs). An SLA includes the level of service we provide to you, and contains additional information such as:

  • A description of the service being provided
  • Reliability – when the service is available and the control limits for outages
  • Responsiveness – the punctuality of services to be performed in response to requests and scheduled service dates
  • Procedures for reporting and resolving problems
  • Mutual responsibilities

Currently available SLAs:

  • SLA Basic ($225/month): 
    • 1 hour of support per month & updates
    • initial response in maximum 4 hours
  • SLA Advanced ($375/month):
    • 2 hours of support per month & updates
    • initial response in maximum 2 hours
  • SLA Enterprise ($595/month):
    • 4 hours of support per month & updates
    • initial response in maximum 1 hours
  • SLA Fusion / SolidPIRO ($100/month): 
    • 1 hour of support per month & updates
    • initial response in maximum 4 hours
  • SLA Breeze ($45/month): 
    • 30 minutes support per month & updates
    • initial response in maximum 4 hours

Exceptions:

  • PIRO Pro and PIRO Enterprise subscriptions have the Basic level SLA included in the price
  • PIRO Fusion customers who subscribe with at least 4 users will receive the SLA Fusion free of charge