170 Systems recognizes that each customer's support needs are unique. To address the differing support requirements of our customers, we are pleased to offer three Technical Support Service Packages.
Below is a summary of the Software Support Service Packages offered by 170 Systems. For details on Terms and Conditions please click here.
Please note, these Technical Support Service Packages are subject to change and customers are encouraged to check back with this website on a regular basis to view the most recent offerings.
Silver Support Package
The Silver Support package is the base package and includes key items such as 7 x 24 access to the Support Web Knowledge Database of answers and troubleshooting guidelines, as well as 5 x 9 web support1 - http://support.170systems.com. Here is a list of the full range of services available with the Silver Support Package:
- 7 x 24 Access to Online Knowledge Database
- 5 x 9 Web Support for 170 Systems Products
- Mon-Fri (8 AM to 5 PM)1
- Note: In the event that the Internet is inaccessible, 170 Systems provides a dedicated voice mail system, which can be reached by calling 800-788-6170 in North America and +44 0208 610 6709 in Europe..
1 Support coverage times and time zone coverage may vary depending on the details in your Software License and Services Agreement with 170 Systems.
- Response Times
- For any form of communication requesting Software Support, 170 Systems' standard response times are based on the severity of the incident. The severity is defined by the user's categorization of the incident when completing the required fields in the online technical support website at http://support.170systems.com. Please refer to the table below for definitions and response times for each severity level.
| Severity Level | Environment | Functionality Loss | Users Impacted | Response Time |
| 1 | Production | Major | Many or All | 1 Business Hour |
| 2 | Production | Major Minor |
Few or None Any |
2 Business Hours |
| 3 | Non-Production | Any | Any | 4 Business Hours |
| 4 | Account Requests | N/A | One | 1 Business Day Eastern |
| 4 | Enhancement Requests | None | Any | Periodic Review |
Business Hours are defined as Monday through Friday, excluding official 170 Systems' company holidays, from 8 AM to 5 PM in the time zone in which client's corporate headquarters are located. For more information, please see Technical Support Contact and Business Hours Information.
Gold Support Package
The Gold Support offering is a mid-level package, designed for those customers who need additional support coverage, beyond normal business hours.
The Gold Support Package includes everything you get with Silver, plus expanded support coverage, including:
- 5 x 24 Web Support for 170 Systems Products (Monday through Friday)
- 5 x 24 support begins at 12:00 AM on Mondays and ends at 11:59 PM on Fridays
- Response Times
| Severity Level | Environment | Functionality Loss | Users Impacted | Response Time |
| 1 | Production | Major | Many or All | 1 Hour |
| 2 | Production | Major Minor |
Few or None Any |
2 Hours |
| 3 | Non-Production | Any | Any | 4 Hours |
| 4 | Account Requests | N/A | One | 1 Business Day Eastern |
| 4 | Enhancement Requests | None | Any | Periodic Review |
- Requests received on the weekend will be considered received at the beginning of the next business day for purposes of the response time commitment.
- Gold Support is not a commitment to work on any open support incident on a 5 x 24 basis. Rather it provides clients the ability to log incidents, and receive initial responses from 170 Technical Support on a 5 x 24 basis, with critical, major production issues worked aggressively beyond typical business hours.
Platinum Support Package
Our Platinum Support offering is our enterprise level package, designed for those customers who need 7 x 24 support.
The Platinum Support Package includes everything you get with Gold, plus expanded support coverage.
- 7 x 24 Web Support for 170 Systems Products
- Response Times
| Severity Level | Environment | Functionality Loss | Users Impacted | Response Time |
| 1 | Production | Major | Many or All | 30 Minutes |
| 2 | Production | Major Minor |
Few or None Any |
1 Hour |
| 3 | Non-Production | Any | Any | 2 Hours |
| 4 | Account Requests | N/A | One | 1 Business Day Eastern |
| 4 | Enhancement Requests | None | Any | Periodic Review |
- Dedicated Technical Account Management
- Initial site visit to become familiar with implementation²
- Primary point of escalation
- Monthly Status Reports
- 2 One-Day Site Visits Per Year
- Note: All incidents must still be logged via the support web tool and not logged directly to the Account Manager - this will ensure proper tracking, triage and assignment of your issues to the most appropriate resource.
- Platinum Support is not a commitment to work on any open support incident on a 7 x 24 basis. Rather it provides clients the ability to log incidents, and receive initial responses from 170 Technical Support on a 7 x 24 basis, with critical, major production issues worked aggressively beyond typical business hours.
² Travel and Lodging Expenses to be paid by the client
For more information about these Service Offerings, including pricing and availability, please contact a 170 Systems Practice Manager or Sales Representative.
Customers access Support Web here.
