Support service plan | monitorapp

Support Service Plan

MONITORAPP offers various maintenance service programs to ensure that the solution you are using stays up-to-date.
MONITORAPP Maintenance Services
After providing one year of complimentary maintenance (default), you can opt for paid maintenance service contracts.
MONITORAPP Maintenance Services Plan
Customers using any of MONITORAPP’s products can choose from different paid maintenance service contracts, categorized into Premium, Standard, Basic, Economy, and Pattern Management, on a yearly basis. (The higher-level services include all the support provided by the lower-level services.)
[Premium maintenance service]
In addition to basic maintenance services, we offer specialized monitoring services, including vulnerability assessment and monitoring services previously available only through professional monitoring agencies.
[Standard maintenance service]
MONITORAPP provides monthly on-site regular inspections of equipment and technical support for troubleshooting (via phone, email, and on-site support) as part of this maintenance service.
[Basic Maintenance Service]
MONITORAPP provides quarterly on-site regular inspections of equipment and technical support for troubleshooting (via phone, email, and on-site support).
[Economy Maintenance Service]
Economy maintenance service includes biannual remote regular inspections of equipment and technical support (via phone and email).
[Maintenance Service Table]
Category Premium Standard Basic Economy Pattern Management
Term Contract period (1 year) Contract period (1 year) Contract period (1 year) Contract period (1 year) Contract period (1 year)
Support Hours working hour 8-5 working hour 8-5 working hour 8-5 working hour 8-5 working hour 8-5
Way to Support phone/email/on-site phone/email/on-site phone/email/on-site phone/email (on-site: additional cost applies) phone/email (on-site: additional cost applies)
S/W Maintenance Patch Pattern Update Minor Version Up Patch Pattern Update Minor Version Up Patch Pattern Update Minor Version Up Patch Pattern Update Minor Version Up Patch Pattern Update
H/W Maintenancee RMA RMA RMA RMA X
Regular Check-up Monthly Monthly Quarterly Biannual(remote) X
Reporting Monthly report Monthly report Quarterly report Biannual report X
Training An annual issuance of one coupon An annual issuance of one coupon An annual issuance of one coupon X X
Monitoring 24*365 X X X X
Access to MONITORAPP Customer Support Site O X X X X
Professional Service 1. Vulnerability assessment/check once per year. 2. Site Checker 3. Security Lab Service X X X X
* Major Software Version Upgrades are conducted through a separate contract.
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