|
Phone Support During Business Hours
|
|
|
|
|
Product Support Ticketing (# of tickets per year)
|
10
|
40
|
Unlimited
|
|
Support Availability (Hours x Days/Week)
|
8x6
|
12x6
|
24x7 for Sev1 & L1
|
|
Response Times Goals for Critical Issues
|
24 hours
|
12 hours
|
4 hours
|
|
Case Priority Weighting for Non-Critical Issues
|
1x
|
2x
|
4x
|
|
DNN Versions Supported
|
9+
|
8+
|
7+
|
|
Access to Patch and Update Client Product Releases
|
|
|
|
|
Feature Request Priority Weighting
|
1x
|
2x
|
4x
|
|
Participation in Customer Success Program
|
|
|
|
|
Dedicated Customer Success Manager
|
|
|
|
|
Quarterly Virtual User Group Conferences
|
|
|
|
|
Dedicated Executive Sponsor
|
|
|
|
|
Platinum Experience Manager Reviews
|
|
|
|
|
Consulting Hours
|
|
10/year
|
20/year
|
|
Site Migration Services
|
|
|
|
|
Version Upgrade Service
|
|
|
|
|
Module Development
|
|
|
|
|
Training & Onboard Assistance
|
|
|
|
|
Discount for Additional Professional Service Hours
|
|
15%
|
25%
|
|
Access to PRIME Program
|
|
|
|
|
PRIME Kickstart Implementation Service
|
|
|
Annual
|
|
Number of PRIME Solutions for FREE
|
1
|
3
|
Unlimited
|
|
Option to Purchase Additional Functionality and Support
|
|
|
|
About DNN Support Packages
DNN Support Packages are available for both DNN Platform and Evoq customers to help keep your site running smoothly. If something goes wrong, DNN qualified experts will solve it and make sure your website continues to work. By bringing our team on board with one of our DNN Support Packages you will gain greater peace of mind on maintenance necessary to keep your site up and running. We can maintain your DNN site and make sure it is updated and secure with a direct support line and ongoing customer success initiatives.