With a CalderaCare customer service contract, peace of mind is included in the price. It is your guarantee of timely intervention by our team of software experts, with response guidelines in place from the moment you raise a ticket. Depending upon the severity of the issue, customers are offered options to register the request as critical, major or minor:
- Critical – 2h response time – if your production is blocked and there’s no existing solution or workaround to your knowledge
- Major – 4h response time – production is still possible but not as efficiently as usual and, while a solution may exist, it’s not obvious to find or apply
- Minor – 8h response time – when production isn’t significantly impacted, but you have an issue that needs a Caldera support solution
Please note that response times are counted from the creation of the support ticket during the CalderaCare working hours for your region.