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. Pricing has 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
Every customer organisation, on Standard or Enhanced Support, has its own private support portal at support.midvision.com, visible only to its named users and the MidVision support team. Enhanced Support adds 24/7 telephone access and the 2-hour response target on top of that portal.
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.