Peliontech > Product and Services > Software Support

Peliontech Software Support Program

Support Services Included:

  • Provide User Support Report/Request Submission Channels through
    • Email, SMS, Fax, Telephone, WhatsApp
  • Provide Support Request Response according to SLA
  • Provide Software Breakdown Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support
  • Provide Software Installation/Setup/Update Patch Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support
  • Provide Software Bug Fix Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support

PelionTech Software Assurance Program

  • Provide Updated Software Version Release licenses where available
    • Update Licenses are FOC for Peliontech Software Licensed users
  • Provide Software Installation Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support
  • Provide Software Training through Remote Desktop according to SLA
  • Provide Software Consultation through phone call according to SLA
  • Provide Software Consultation through video conference according to SLA
  • Provide Software Programming/Engineering Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support
  • Provide Architecture/Design/Consultation Services according to SLA
    • On-Site Support where necessary
    • Remote Desktop Support

SLA Levels:

Level Tasks
1 Register, Process, Advise on User Requests.
2 Advise and provide System Administrative/Setting Solutions.
3 Provide Software Engineering Solutions.
4 Provide Software Design Solutions.

SLA Software Support Program Packages:

  SLA Response Time(Business days*)
Program Level 1 Level 2 Level 3 Level 4
Basic 1 Q* Q* Q*
Silver 1 1 to 7 Q* Q*
Gold 4 Hours 1 to 7 1 to 7 Q*
Platinum Immediate 1 1 1 to 7 L*
Business days* – per Request. Limited to software engineer man hour only. Solutions may involve additional hardware, software, services purchase which will be quoted separately.
Q* – Not Inclusive in Package, Quote separately.
  SLA Services Provided*
Program Breakdown/Bug Installation/ Setup Improve/Upgrade Programming Requests Consultation Training Design Solutions
Basic Q* Q* Q* Q* Q* Q*
Silver Included Included Q* Q* Q* Q*
Gold Included Included 1 request per week 1 request per month 1 session per quarter Q*
Platinum Included Included Included Included 1 request per month 1 request per quarter
Q* – Not Inclusive in Package, Quote separately

SLA Software Assurance Program Packages:

  Peliontech Software Updates Included where available
Program Bug Fixes Build Release R&D Minor Version Feature Request Minor Version Feature Request Major Version
Basic Q* Q* Q* Q* Q*
Silver On Request Quarterly Yearly Q* Q*
Gold On Request Monthly Quarterly Where Available Q*
Platinum On Request Where Available Monthly Where Available Where Available
Q* – Not Inclusive in Package, Quote separately.