Enhanced Support
Pricing
$300
Monthly subscription
(minimum 3 months)
$150
Call-out fee
(per new severity 1)
$175
First hour
of service
$175
Subsequent hours
of service
The Enhanced Support service provides 24/7 telephone support and a 2-hour response time as well as a dedicated support portal with three main components: quarterly subscription fees, call-out charges for new severity 1 issues, and hourly engineering fees.
Support Coverage
Enhanced support covers severity 1 (blocker) and severity 2 (critical) issues around the clock. MidVision staff commits to continuous work on critical problems, with exceptions when client technical resources are unavailable, third-party responses are pending, or client input is needed.
Portal & Privacy
Subscribers receive access to a private support portal visible only to named employees and the MidVision support team.
Consultancy Access
Customers can arrange pre-scheduled support during business hours without call-out fees. The company also offers separate consultancy service bundles as a more economical alternative.
Custom SLAs are negotiable upon request.