With a CalderaCare customer service contract, peace of mind is included in the price – it’s your guarantee of timely intervention by one of 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
Response times are counted from the start of the creation of a support ticket during the published CalderaCare working hours for your region.