Support which fits your needs

Exact offers you different kinds of support contracts, varying from Bronze to Platinum. Judge which kind of support is most suitable for your kind of company and read what you may expect from us based on the type of support contract. We like to support you!

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    Premium Premium Premium
Bronze Silver Gold Platinum
      Adjustable to
wishes and needs
Standard support (phone, web) check check check check
Fixed team of support specialists   check check check
Support of specialists involved in own organization     check check
Proactive remote support   check check check
Days of support on site     4 8
Support on custom solutions   check check check
Access to our customer portal check check check check
Local support 40 hrs 40 hrs 40 hrs 40 hrs
Support worldwide 40 hrs 40 hrs 40 hrs Customer specific
Weekends on request     4 12
Local 72 hrs 8 hrs 4 hrs 2 hrs
Worldwide 72 hrs 4 hrs 2 hrs 1 hrs
Health checks per year     1 1
Implementation reviews per year     2 4
Updates & upgrades
Free updates check check check check
Version life cycle management     check check
Update plan     check check
Proactive info about new functionalities or legislation changes     check check
Update support     check check
Support on site on go live     check check
Additional services
Fixed support account manager     check check
Conference calls with support account manager on a regular basis     Monthly Bi-weekly
Fixed entry point for escalations     check check
Monthly support report     check check
Review premium support (yearly)     check check
Fixed account team     check check
Involvement on development     check check

* Premium support is available for customers with products Exact Globe (Next) and Exact Synergy (Enterprise)