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Support Levels

The Men&Mice Support Levels are designed for mission critical environments

Men&Mice offers several Support Levels, based on the extent of support required by a customer.

The levels are:

  • Basic Support
  • Standard Support
  • Premium Support
  • Elite Support

In addition to supporting the Men&Mice DDI Suite, the Premium and Elite Support Levels also cover other Men&Mice Suite-related services, such as support for BIND, Windows DNS Server and more.

The table below provides an overview of the Men&Mice Support Levels.

Support ServiceBasicStandardPremiumElite
Product documentationxxxx
Complimentary live webinarsxxxx
Minor software releases and updatesxxxx
Major product releases and upgradesxxxx
Training discount1 10%15%20%
Annual support included5 hrs or incident tickets 10 hrs or incident tickets20 hrs or incident tickets 40 hrs or incident tickets
Email support response timeTwo business days (counts as incident) Next business day (counts as incident) Next business day (counts as incident) Next business day (counts as incident)
Telephone support Upon request24/7/36524/7/365
Time to first response (critical) 2 hours1 hour1 hour
Time to first response (non-critical)2 business days1 business day1 business day1 business day
Remote end-user Men&Mice Suite training, on demand: 30 min with the trainer to go over the material and have a Q&A 1 session for up to 10 people
Remote end-user Men&Mice Suite training, on demand: 60 min with the trainer to go over the material and have a Q&A 1 session for up to 10 people
Annual remote, project-based consulting, on demand, including:
- Online system inspection
- Remote troubleshooting (e.g. API programming, help on upgrading)
4 hours10 hours
Special consultancy discount: if on-demand, remote, project-based consultancy exceeds 10 hrs 20%
Product roadmap pre-access x
One annual on-site visit, on demand, including:
- Report on DNS and network infrastructure
- Men&Mice installation/deployment assessment
- Proactive, preventative system health check & system analysis
- On-demand, post-incident report requests
x
  1. For information on public or private, on-site training, visit: Men&Mice Training