Support Options for Gardiyan

Gardiyan's comprehensive software portfolio is designed to meet your toughest business needs—large or small, across all industries and globally. Our support offerings are also structured to meet these needs, helping you communicate with us to save more time focusing on your business.

Tables

Basic Support

Basic Support Options Customer Needs Features Maximum Response Time Cost
Subscription and Support Strong business protection for software workloads 
  • Access to our deep-skilled, industry-leading technical support professionals for problem resolution
  • Preventive maintenance from product fixes, security patches, and updates
  • Access to response by 09:00-18:00
  • Jira Software ticket system
  • Access to online documentation and best practices
  • High: 2 (Two) hours
  • Medium: 8 (Eight) hours
  • Low: 2 (Two) business days
 Included in the first year of the software license

Advanced Support

Advanced Support offers high-level, prioritized maintenance services to respond to critical support requests and provide faster solutions. Advanced Support allows Guardian customers to tailor their support needs to fit their businesses and environments.

Advanced Support Options Customer Needs Features Maximum Response Time Cost
Advanced Support
  • Provides increased response speed and higher prioritization of support cases
  • Priority access to Senior Technical Support Professionals
  • Provides a holistic approach to client consulting based on case models
  • Higher Support Case Prioritization
  • Priority access to Senior Technical Support Professionals
  • Critical Support Level 2 cases will be worked 24/7 if the customer agrees to 24/7 operations
  • Support case reporting and trends to provide appropriate case prioritization with business alignment
  • High: 2 (Two) hours
  • Medium: 8 (Eight) hours
  • Low: 2 (Two) business days
 Special Pricing

Priority 1: "High":

The situation where at least one of the major features that the system is supposed to provide is inoperable or the entire system cannot be accessed is classified as "High" priority.

Priority 2: "Medium":

Situations where the system is accessible, but at least one of the features it provides is malfunctioning in a way that affects general usage is classified as “Medium” priority.

Priority 3: "Low":

If there are errors that do not cause any interruption in the operation of the system and do not disrupt general usage, an incident is classified as “Low” priority.

Resolution times for high-priority situations are as follows.

  • Type-1: Hardware and/or infrastructure-related issues will be resolved within 12 (Twelve)-24 (Twenty-four) hours,
  • Type-2: Software-related issues will be resolved within 12 (Twelve)-24 (Twenty-four) hours,
  • Type-3: In cases where there is no foreign customer and on-site personnel, intervention will be resolved on-site within 96 (Ninety-six) hours.

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