Support

ProIDS provides holistic support for heterogeneous solutions in end-to-end mode. Such approach gives our Customers many advantages:

• Single point of contact
• Efficiency – one party knows the whole solution

We also offer Telco grade SLA for open source based solutions – composing a cost-efficient Telco-grade solution consisting of multiple open source components is possible as a carrier grade support SLA can be applied.

Support variants:

• 8 x 5 – premium system support on Bronze, Silver and Gold levels with SLA suited for your needs;
• 24 x 7 – Emergency support – end-to-end emergency handling – call-in rota team available as single point of contact;

ProIDS provides services on all Tiers, offering:

• Tier 1:
  • Local on-site support / HW support
  • Emergency call-out
• Tier 2:
  • End-to-end System support
  • 3rd party support handling
  • End-to-end regression tests
  • End-to-end performance tests
  • Preventive maintenance
  • Test system maintenance
• Tier 3
  • Software support – bug fixing
  • Configuration management
  • Software tests at Customer site
  • Software validation