EPAM Systems provides support services for its products based on
the respective Service Level Agreements.
Standard support services consist of upgrades and updates
to the latest officially released version of the software, as well
as a specified number of support hours per year, stated
in the agreement, to correct defects in the software.
Support services are provided via email, telephone and/or
internet assistance. We offer the following support packages:
Basic
Gold
Platinum
Updates and Upgrades
Updates to the current version
Upgrades to new versions
Support services included
Correction of software defects
Consulting on initial set up
Consulting on design and best practices (use of API)
Migration support from one release to another
Review of client's code implementation
Performance management and tuning to the best performance on a
given platform
Access to extending product features ahead of scheduled
releases
Training
SLA terms
Coverage
Business hours
24x5
24x7
On demand on site availability
Within 5 days
Within 24 hours
Response time
Support request acknowledgement
1 hour
15 min
15 min
Update or Resolution time
Severity 1 - Critical Business Impact
1 day
2 hours
2 hours
Severity 2 - Significant Business Impact
3 days
1 day
4 hours
Severity 3 - Some Business Impact
14 days
7 days
7 days
Severity 4 - Minimal Business Impact
1 month
1 month
1 month
For an upgrade to the latest version you can use our online
service Client
space .
Knowledge base