en:supportlevel
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en:supportlevel [2023/04/20 15:21] – onyxadmin | en:supportlevel [2024/04/25 07:37] (current) – [User support] onyxadmin | ||
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- | ======Support-Level====== | + | ======Support |
---- | ---- | ||
- | |< 95% | + | |
- | ^ ^ Name ^ Content | + | The following support categories are distinguished: |
- | | Level 0 | + | |< 95% |
- | | Level 1 | Installation / Setup | Installation and configuration | + | ^ Category |
- | | Level 2 | + | | [[supportlevel# |
- | | Level 3 | + | | [[supportlevel# |
+ | | [[supportlevel# | ||
\\ | \\ | ||
- | ---- | ||
- | =====Level 0 Support: Maintenance (mandatory) ===== | ||
- | ---- | ||
- | Provided by Image Instruments | + | =====User support===== |
+ | <WRAP nicebox blue>Provided by support partners</ | ||
- | Image Instruments provides software updates and upgrades on a regular base. Also required [[level_0_bugfixes|bugfixes]] are released and announded as updates. The availability | + | License packages do not include training or user support. The dedicated training in the use of the software which is required acc.to its indication for use and medical purpose as well as user support can be obtained from the designated |
- | For software maintenance, | + | \\ |
- | [[http:// | + | =====Software maintenance===== |
- | ---- | + | <WRAP nicebox red> |
- | =====Level 1 Support: Installation (optional) ===== | + | Software maintenance includes the provision of |
- | ---- | + | |
- | | + | * Updates |
+ | * Upgrades | ||
- | Software | + | Software |
- | Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between | + | If the Software was purchased through |
- | ---- | + | \\ |
- | =====Level 2 Support: | + | =====Technical |
- | ---- | + | Technical support comprises the two subject groups Level 0 and Level 1 support: |
- | Provided by Software Distributor | External Support Partners | + | ===Level 0 Support=== |
+ | <WRAP nicebox orange>Provided by distributor / reseller</ | ||
- | Software distributor or [[support# | + | * Server installation |
- | Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between the user and the distributor.\\ | + | * Client installation |
- | ---- | + | * Server-Client-connection |
+ | * Establish PMS interface | ||
+ | * Establish IMS interfaces (2D/3D) | ||
+ | * Software activation request | ||
+ | * Software activation | ||
+ | * Renew/ | ||
+ | * Database backup | ||
+ | * Software update | ||
+ | * Database migration | ||
+ | |||
- | =====Level | + | ===Level |
- | ---- | + | <WRAP nicebox red> |
+ | |||
+ | * Installation of patches | ||
+ | * Other system settings | ||
+ | * Database restore | ||
+ | * Troubleshooting / Error messages | ||
+ | |||
+ | The respective vendor is responsible for providing technical support (level 0 support) as the initial contact.\\. | ||
+ | The extent to which he charges annual or one-time fees for this is up to his own decision, | ||
+ | For problems that cannot be solved in this way and for further technical support (Level 1 support), Customer may contact Image Instruments. | ||
+ | \\ | ||
- | | ||
- | Software distributor or [[support# | ||
- | Content, scope and costs of such a service are at the discretion of the distributor and should be the subject of a separate support agreement between the user and the support provider.\\ | ||
- | ---- |
en/supportlevel.1681996891.txt.gz · Last modified: 2023/04/20 15:21 by onyxadmin