Support Packages
CCMENA offers a full range of support plans. Our Standard Plan is a value-priced option that still provides the security needed for serious fixes and support. Communication provided via emails on working day bases, Sunday-Thursday, from 9.00 a.m. till 6.00 p.m.
The scope of support for Silver and Gold Support Packages is more varied. If your organization requires 24x7 support then the Platinum Package will provide you with that.
Support Plans and Coverage
| Standard | Silver | Gold | Platinum | |
| Technical Contacts | 1 | 2 | 3 | 5 |
| Support Channel | Web (Email/Remote Connection/FTP) Phone | Web (Email/Remote Connection/FTP) Phone | Web (Email/Remote Connection/FTP) Phone | |
| Unique PIN & Hotline Access | N/A | Yes | Yes | Yes |
| No. of Support Requests | 1 per purchase | 15 | unlimited | unlimited |
| Support Operation (Hours) | 9am - 6pm**, Sun-Thurs excl holidays | 9am - 6pm**, Sun-Thurs excl holidays | 9am - 6pm**, Sun-Thurs excl holidays (9am-1pm**, Fri) |
24/7 excluding holidays |
| Scope of Support | ||||
| Hardware | ||||
| Installation & Configuration | Upon Purchase | Yes | Yes | Yes |
| Extended Hardware warranty | - | - | - | Yes |
| Software | ||||
| Installation & Configuration | Only Upon Purchase | Yes | Yes | Yes |
| Programming Issues involving block types and components; variables; creating, checking, and compiling a script; statistics/logging) | Only Upon Purchase | Yes | Yes | Yes |
| Debugging Implementation | Only Upon Purchase | Yes | Yes | Yes |
| Hot Fixes and Minor Releases | free for the first year; 15% of the total cost afterwards | Yes | Yes | Yes |
*per man day plus expenses (i.e. travel, food, accommodation, etc)
** GMT + 4 (UAE Time)
For more information on our support options, package purchasing, please contact us at support@ccmena.com