Wibu-Systems Services Wibu-Systems-Service-Brochure | Page 11

S E R V I C E S The guaranteed response time depends on the service level selected and the priority of your inquiry: Priority 1: Showstopper An error which is reproducible for several systems and for which no workaround is available (e.g., several different clients cannot collect licenses from CodeMeter License Central). Priority 2: Moderate Error An error that affects a single system (e.g., a special client cannot collect the license form CodeMeter License Central while the other clients work properly). Priority 3: Flaw An error having a marginal effect on operating the solution, or for which a workaround already exists (e.g., a display error in CodeMeter License Central). Service Level Agreements Compared Service Free Silver Gold Error diagnostics and error fixing support via e-mail P P P Error diagnostics and error fixing support via e-mail for the end user P P P Error diagnostics and error fixing support via phone P Priority hotline Priority hotline Error diagnostics and error fixing support via phone for the end user P P P Error diagnostics and error fixing support via remote access P P P Error diagnostics and error fixing support via remote access for the end user P P P Access to the Wibu Knowledge Base P P P 2 | 9 | 18 1 | 4 | 9 P P Guaranteed response time (in working hours for priority 1 | priority 2 | priority 3) Individual contact person Annual service review P 11