Differences

This shows you the differences between two versions of the page.

--- en:supportlevel [2023/04/21 08:59] – onyxadmin
+++ en:supportlevel [2024/04/25 07:37] (current) – [User support] onyxadmin
@@ Line 1: / Line 1: @@
-======Support categories======
+======Support Categories======
 ----
 The following support categories are distinguished:
 |<  95%  24%  45%  20%  18%  >|
-^ Category            ^ Content                                                      ^Provided by  ^   Status         |
+^ Category            ^ Content                                                ^ Provided by  ^ Status         |
-| [[playground:supportlevel#Software maintenance|Software maintenance]]          | Provision of updates and upgrades                        |  Image Instruments   |   obligatory   |
+| [[supportlevel#Software maintenance|Software maintenance]]   | Provision of updates and upgrades   | Image Instruments   | obligatory   |
-| [[playground:supportlevel#Technical support|Technical support]]  | Provide technical support on designated topics  |  Distributor           |   optonal         |
+| [[supportlevel#Technical support|Technical support]]   | Provide technical support on designated topics  | Distributor    | optional   |
-| [[playground:supportlevel#User support|User support]]          | Provision of user support                              |  Supportpartner      |   optional        |
+| [[supportlevel#User support|User support]]    | Provision of user support   | Supportpartner   | optional    |
+\\
+=====User support=====
+<WRAP nicebox blue>Provided by support partners</WRAP>
+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 [[support_providers|support partners]]. The costs charged for this are determined independently by the respective support provider.\\
 \\
 =====Software maintenance=====
-<WRAP nicebox blue>Provided by Image Instruments</WRAP>
+<WRAP nicebox red>Provided by Image Instruments</WRAP>
 Software maintenance includes the provision of
@@ Line 26: / Line 32: @@
 ===Level 0 Support===
-<WRAP nicebox red>Provision by distributor / reseller</WRAP>
+<WRAP nicebox orange>Provided by distributor / reseller</WRAP>
   * Server installation
   * Client installation
   * Server-Client-connection
+  * Establish PMS interface
+  * Establish IMS interfaces (2D/3D)
   * Software activation request
   * Software activation
-  * Renew/extent license
+  * Renew/extend license
   * Database backup
   * Software update
   * Database migration
-  * Establish PMS interface
-  * Establish IMS interfaces (2D/3D)
 ===Level 1 Support===
-<WRAP nicebox blue>Provided by Image Instruments</WRAP>
+<WRAP nicebox red>Provided by Image Instruments</WRAP>
-  * Installation of Patches
+  * Installation of patches
-  * Other System settings
+  * Other system settings
   * Database restore
   * Troubleshooting / Error messages
@@ Line 53: / Line 60: @@
 \\
-=====User support=====
-<WRAP nicebox orange>Provisioning by support partners</WRAP>
-A license package does not include user support. Required user support can be optionally offered by the reseller or obtained from the designated [[:support_providers|support partners]]. The costs charged for this are determined independently by the respective support provider.\\
-\\