Gold

Gold support is a premium service representing value for money for those customers with a larger support requirement. This support level is a per instance service where incidents are answered by the customers choice of comminication method, including by telephone, on-line or in special cases in person.

The features of this support option are:

• A support incident is defined as a single support issue and the reasonable effort needed to resolve it.
• A single support issue is a problem that cannot be broken down into smaller problems.
• If a problem consists of subordinate problems, each will be considered a separate incident and should be submitted seperately.
• Before Simtec commences resolving an incident, the customer and Simtec's Support Professional must agree on what the problem is and the parameters for an acceptable solution.
• An incident may require multiple emails or phone calls and research to resolve it. Simtec's Support Professionals are responsible for determining what a single incident is and communicating this to the customer.

Customers who require higher levels of support or have custom requirements should consider Platinum support.