Products Supported
Product
Version
Pro-Cloud
2.15.0
Pro-Cloud BlueLight
2.14.0
TCES Community
1.37.0
TCES Community Upgraded
2.12.0
TCES Connections
Config(4.0.0) Web(5.2.9)
Health Hire Express
Product
Product Support
Product Support
Basic Support
Standard Support
Premium Support
Number of Incidents per month
10
Unlimited
Unlimited
Number of Named Contacts
1
2
6
Support hours *
Mon-Fri Business hours
Mon-Fri Business hours
7 Day, 7am to 8pm GMT
Initial Response Time
1-3 Business Days
Next Business Day
4 Hours
Online Self Help Resources
√
√
√
Online Case Submission through Helpdesk
√
√
√
Telephone Technical Setup Support
x
√
√
Remote Assistance
x
Zendesk Web Link
Zendesk Web Link
Power Bi Report Building and Report Assistance
x
x
√
Configuration Set Up Support
x
√
√
Support for Enterprise setups
x
√
√
Webinar – Q/A with Support & Telephone Consultation
x
x
√
Priority case process
x
x
√
Custom Web Service API development (SOAP, ReST, XML) and Third Party Integrations
x
√
√
Technical Support for Third Party hosted solutions and physical separation of operating environments
x
x
√
Logical separation of platform
x
x
√
Upgrade your support
Included In Subscription