Customer Support Plans

CUSTOMER SUPPORT PLANS

SERVICES

Overview | Plan Features | Comparison Table

Select the Best Plan for Your Custom Averna Solution

Our Support options ensure you have the ideal coverage for your R&D or production environment.

When You Need Immediate Help

FEATURES
• Same-day/next-day service, based on availability.
• Scheduled short-term interventions (within 2 weeks).
• No SLA commitment required.
• Quick turnaround (max. 2 days of effort, including travel).

WHO’S THIS FOR?
• Clients without a Support contract but who need immediate help.

HOW DOES IT WORK?
• Simply fill in and submit a one-page Priority Support request form.
• Upon receipt and approval, we schedule the appropriate resource(s).

COMPARE PLAN TYPES

Prepaid Bundles for Timely Coverage

FEATURES
• Services include issue diagnosis, fixes and replacements.
• Component upgrades, new features and software development.
• Draw from a bank of hours for crunches or scheduled updates.

WHO’S THIS FOR?
• Clients who want the peace of mind of an SLA and bank of hours.

HOW DOES IT WORK?
• Select a Flex package of 40 hours, 150 or a custom amount.
• Tailor the SLA to your needs and use hours over 3-12 months.

COMPARE PLAN TYPES

Continuous Support to Minimize Risks

FEATURES
• Regular site visits by dedicated Averna resources.
• Knowledge and system configuration management.
• Change management process and execution.
• Predictive maintenance and system-trend analysis.

WHO’S THIS FOR?
• Clients with multiple Averna systems and/or mission-critical deployments who require a non-stop Support plan.

HOW DOES IT WORK?
• Tailor your unique SLA based on response time, request type, issue severity and hours of coverage.

COMPARE PLAN TYPES