i. Support Policy
CommGate Scope of Coverage and Support Policy for all our CommGate software products is as follow. Basically, if it is a CommGate labelled product, we...
- Installation issue
- Usage issue
- Configuration issue
- Diagnosis
- Bug fixes (dependent to Product Life Cycle)
- Patch update
Note:
- CommGate will provide full support on all CommGate’s labelled Products Suite.
- CommGate’s Product Suite comprised of CommGate OS and CommGate Managed Services.
- This applies to all current and past CommGate Shield, CommGate Professional and CommGate Enterprise Server releases.
- CommGate shall only render technical support to Customers with a valid technical support subscription. If your CommGate product does not have a valid technical support, please contact us to renew your technical support subscription.
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- Modified RPMs
- Code development
- System and network design
- Implementation and development of security rules and policies
- 3rd party application integration
- Technology preview features (More Details)
- Packages included to satisfy dependencies, or "incidental inclusions" when deployed as standalone items.
Note:
- Add-on services are available for the above exceptions. Please ask your CommGate Sales representative for more information.
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ii. Support Channels
Standard Business Hours: Monday to Friday, 9am – 5pm excluding Public Holidays (Singapore, India, Malaysia only)
