MSTPremium Support & Subscription
Focused, 24-Hour Support For Production Environments
- Global, 24x7 support for Severity 1 issues
- Fast response times for critical issues
- Unlimited number of support requests
- Remote Support
- Online access to documentation and technical resources, knowledge base, discussion forums
- Product updates
Overview
MST Premium Support is designed with your production environments in mind. Our global support centers are staffed around the clock to provide you access to our industry-leading expertise. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.
| Feature | Basic Support |
| Hours of Operation | 24 Hours/Day 7 Days/Week 365 Days/Year |
| 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 | 10 |
| Number of Support Requests | Unlimited |
| Target Response Times | |
| Critical (Severity 1) | 2 business hours or less |
| Major (Severity 2) | 5 business hours |
| Minor (Severity 3) | 8 business hours |
| Cosmetic (Severity 4) | 16 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) |
