MST Basic Support & Subscription Service
Weekday Support for Test, Dev and Non-Critical Deployments
- Global, 12x5 access to support
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources
- Product updates and upgrades
Overview
MST Basic Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
| Feature | Basic Support |
| Hours of Operation | 12 Hours/Day Monday–Friday |
| Length of Service | 1 or 3 Years |
| Product Updates | |
| Products Supported | All Products |
| Method of Access | Telephone/Web |
| Response Method | Telephone/Email |
| Remote Support | |
| Root Cause Analysis | |
| Access to MST Website | |
| Access to MST Knowledge Base | |
| Max Number of Technical Contacts per Contract | 5 |
| Number of Support Requests | Unlimited |
| Target Response Times | |
| Critical (Severity 1) | 8 business hours |
| Major (Severity 2) | 18 business hours |
| Minor (Severity 3) | 36 business hours |
| Cosmetic (Severity 4) | 48 business hours |
| Business Hours | Monday - Friday |
| North America | 6 a.m. to 6 p.m. (local time zone) |
| Alaska, Hawaii | 6 a.m. to 6 p.m. (PST/PDT) |
| Latin America /td> | 9 a.m. to 6 p.m. (local time zone) |
| South America | 9 a.m. to 6 p.m. (local time zone) |
| Europe, Middle East, Africa (EMEA) | 8 a.m. to 8 p.m. (GMT) |
| Asia, Pacific Rim, Japan (APJ) | 9:00 a.m. to 9:00 p.m. (India Time) |
| Australia/New Zealand | 7 a.m. to 7 p.m. (Sydney AET) |
