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Support & Services: ConVirt Enterprise Cloud

Convirt Enterprise Cloud is a commercially licensed product, enabling you to manage your virtualized datacenter and enterprise cloud from a single console. Our Gold Support Package provides the highest level of responsiveness that you need to run mission critical operations. Gold Support Package for the first year is included with the produce license and can be purchased separately for subsequent years. ConVirt Enterprise Cloud customers requiring more than 30 support incidents per year, have the option of purchasing Incident-based support in addition to the Gold Support Package.

Below are brief descriptions of the support options available to ConVirt Enterprise Cloud users:

The Gold Support Package is an annual subscription that includes everything you need to manage your virtualized infrastructure and enterprise clouds:

• Up to 30 incidents per year during the one-year period. An incident is defined as a single product issue or question, regardless of the number of communications required to resolve it. You get access to a private online space that organizes all communications about each incident, tracks its status, and creates a persistent, documented record of the issue resolution.
• Guaranteed initial response time of 24 hours
• 12x5 phone support
• 24x7 online support
• Indemnification
• Quick-Config toolset —a set of streamlined and tested tool packages that let you quickly and conveniently configure ConVirt against certified platforms
• Maintenance, which includes all product patches and upgrades

Incident-based Support: is available to Gold Support customers who require additional assistance beyond the 30 incidents included with the Gold Support Package. You can buy individual incidents, which are good for one year from date of purchase. Incident-based support gives you a guaranteed initial response within 24 hours.

To purchase or learn more about Convirture support or professional services,
please contact sales.