Paid Support
Overview
Griaule support is dedicated to help our partners achieve success. We provide great service to help partners more effectively develop, deploy, and support solutions using our biometric solutions.
Some of the most demanding projects require immediate support availability and shorter response times or even on-site support. For these specific cases we provide cost effective support contracts on behalf of our partners. Comprehensive, flexible, and cost effective, this service offering is designed to meet the needs and budgets from partners of all types and sizes.
Whether your issue involves programming, ActiveX, DLL, integration, legacy application deployment, fingerprint readers, or any programming language (Java, .NET, C++, Delphi), our expert engineering team will be able to give you the answers you need in a timely fashion!
You can choose among three types of support, listed below. All prices are under consult.
| Support type | SLA Description |
|---|---|
| "Global" support |
8h initial follow up (severity 3 or 4); 4h initial follow up (severity 1 or 2); live support availability (severity 1 or 2); |
| "Priority" support |
4h initial follow up (severity 3 or 4); 2h initial follow up (severity 1 or 2); live support availability; non-business hours availability (severity 1 or 2); |
| "Dedicated" support |
2h initial follow up (severity 3 or 4); 1h initial follow up (severity 1 or 2); live support availability; non-business hours availability; dedicated support engineer; |
Support levels
First level support:
First level is the entry-level point. It includes, but is not limited to: deployment doubts, concepts and product features; answering general services questions; account status and verification; specific information needed for configuring software; suggestions; requests for new product features and enhancements.
All troubleshooting steps and discoveries must be documented and provided to second level support when a call is escalated.
Second level support:
Second level support receives calls escalated by first level support. It handles standard issues that have documented procedures, resolutions or patches and programming doubts. Remote access to the production site should be granted to second level support.
Third level support:
All undocumented and non-standard issues raised by second level support are handled by third level support. Third level support discovers the root cause of the issue, implements the resolution, documents the issue and the resolution. After the issue and resolution are documented, first and second level support become responsible for handling the issue.
Generally, second and third level support involves longer analysis and working time, rather than immediate resolution.
Support Severity
Severity One:
If an existing production site is 'down' or there is a critical impact to operations. You and Griaule commit all necessary resources around the clock to resolve the situation.
Severity Two:
If an operation of an existing production site is severely degraded, or significant aspects of your operations are negatively affected by inadequate performance of Griaule products. You and Griaule will commit full-time resources during normal business hours to resolve the situation.
Severity Three:
If an operational performance of the production site is impaired while most operations remain functional. You and Griaule will commit resources during normal business hours to restore service to satisfactory levels.
Severity Four:
If you require information or assistance with Griaule product capabilities, installation, or configuration. There is little or no effect on operations.