| Service Plan | Standard | Premium | Optimum |
|---|
| Support Coverage | 9am to 5pm, M-F | 9am to 5pm, M-F | 24x7 |
| Online Web Support |  | | |
| Telephone Support | | | |
| Remote Diagnostic Support | | | |
| Onsite Support | | |
|
| Response Times | | | |
|---|
| 1. Critical | Same Business Day | Within 4 Hours | Within 2 Hours |
| 2. High | Next Business Day | Within 4 Hours | Within 4 Hours |
| 3. Medium | 2 Business Days | Same Business Day | Within 4 Hours |
| 4. Low | 3 Business Days | Next Business Day | Same Business Day |
| Support Services | | | |
|---|
| Installation | | | |
| Setup and Configuration | | | |
| Troubleshooting and Bug Fixing | | | |
| Upgrades | | | |
| Performance | | | |
| Styling | | | |
| Data Optimisation | | | |
| Advice on hosting | | | |
| Advice on Systems and Network Infrastructure | | | |
| Data Cleaning | | | |
| Feature Requests | | | |
| Skills Assessment | | | |
| Reporting | | | |
| Knowledge Base | Option | Option | Option |
| Standards | | | |
|---|
| OGC | | | |
| ANZLIC | | | |
| ISO | | | |
| Authorised Contacts | | | |
|---|
| Personnel | 1 | 2 | 3 |
| Term | | | |
|---|
| Support Term | 12 Months | 12 Months | 12 Months |
| Discounts | | | |
|---|
| Multi Year Discount | | | |
| Volume Discount | | | |
