Sector Nord AG
Support Contracts
Our support contracts can be concluded for one of our ITSM solutions (SNAG-View, Znuny, i-doit, OCS or NeDi).
Support
699€
Basic
Support
3.499€
Advanced
Support
6.999€
Professional
Support
19.999€
Premium
Explanation and definition of support contracts
| Scope of services | Basic | Advanced | Professional | Premium |
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| System Size SNAG-View | Unlimited number of hosts and services | Unlimited number of hosts and services | Unlimited number of hosts and services | Unlimited number of hosts and services |
| System Size Znuny / ((OTRS)) Community Edition | Unlimited number of agents/users | Unlimited number of agents/users | Unlimited number of agents/users | Unlimited number of agents/users |
| System Size i-doit | Unlimited number of objects | Unlimited number of objects | Unlimited number of objects | Unlimited number of objects |
| System Size OCS | Unlimited number of objects | Unlimited number of objects | Unlimited number of objects | Unlimited number of objects |
| System Size NeDi | Unlimited number of devices and nodes | Unlimited number of devices and nodes | Unlimited number of devices and nodes | Unlimited number of devices and nodes |
| Application Hotfix/ Security Updates* | For an extra charge |  |
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Application Micro/Patch Level Updates* Definition Micro Release: X.X.Micro |
For an extra charge | |
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Application Minor Release Updates* Definition Minor Release: X.Minor.X |
For an extra charge |
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Application Major Release Upgrade* Definition Major Release: Major.X.X |
For an extra charge | For an extra charge | For an extra charge |
max. 5 man-days |
| OS Hotfix/ Security Updates** | For an extra charge |
For an extra charge |
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OS Micro/Patch Level Updates** Definition Micro Release: X.X.Micro |
For an extra charge |
For an extra charge |
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OS Minior Release Updates** Definition Minor Release: X.Minor.X |
For an extra charge |
For an extra charge |
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OS Major Release Upgrade** Definition Major Release: Major.X.X |
For an extra charge | For an extra charge | For an extra charge |
max. 2 man-days |
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Discount on service contingents with advance payment |
- | - | 5% | 10% |
| Discount on Sector Nord AG licences | - | - | 10% | 15% |
| Support Times |
Monday - Friday - 9.00 - 17.00 (excluding public holidays in the federal state of Lower Saxony) |
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| Support requests per year | 5 | 20 | Unlimited | Unlimited |
| Configuration support | For an extra charge | Effort up to 30min per request |
Effort up to 1h per request |
Effort up to 3h per request |
| System recovery (data backup is the responsibility of the customer) | For an extra charge | For an extra charge | For an extra charge | For an extra charge |
| Jour fixe with max. 2 consultants (quarterly) | For an extra charge |
For an extra charge
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For an extra charge
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| Telephone and remote support | - |
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| eMail Support |
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| Prioritization of orders | first in / first out | first in / first out | Prioritized | Prioritized |
| Response Time | NBD | 4h | 4h | 4h |
| Training | For an extra charge | For an extra charge |
4 hours of training included per year |
8 hours of training included per year |
| Participation in Sector Nord AG events (e.g. ITSM Summit / ITSM Roundtable) | For an extra charge |
one person |
three persons |
five persons |
| Test System Supported | - | For an extra charge |
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| Development System Supported | - | For an extra charge |
For an extra charge |
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| HA Cluster Support | - | - | For an extra charge (plus 50%) |
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| All prices are net prices and refer to a standard installation without individual customization / without add-ons | ||||
We offer the option of concluding support contracts on an individual basis.