Next Business Day response, Monday – Friday, 9x5 (+8.00 GMT) excluding Public Holidays. All technical support is provided via email through CommGate Customer Support Portal only. Includes automatic software patches for 1-year.
Silver Support:
Next Business Day response time, Monday - Friday 9x5 (+8.00 GMT), excluding Public Holidays. Includes remote diagnostics, web and email support via CommGate Customer Support Portal. Includes automatic software patches.
Gold Support:
Same Business Day response time, Monday - Friday, 9x5 (+8.00 GMT) excluding Public Holidays. Includes telephone, email, access to CommGate Customer Support Portal, remote diagnostics and on-site support when remote diagnostics and access is not possible. Includes automatic software patches and minor software upgrades i.e. version 3.0 to 3.1, 3.2, 3.3.
Platinum Support:
Monday - Sunday (including Public Holidays) 24x7, 2-hours on-site response. Available in selected locations only. Includes automatic software patches and minor/major software upgrades i.e. version 3.0 to 3.1, 3.2, 4.x.
Note:
- CommGate only provide hardware support escalation when hardware is purchased with extended on-site warranty.
- 24x7 support is currently available in Singapore and India.
- Disaster recovery services is only available for customers whom sign-up for Platinum Support.
