ImagicleCare Gold

Extend the value of your investment in Imagicle solutions		ImagicleCare Gold: your business without worries
Choosing a Imagicle product, you made an important investment for your Business; still your investment can be further optimised according to how your application is managed day by day, in order to achieve have top efficiency for you to have the services you need, the moment you need them. Besides ImagicleCare Basic technical support, included with every product for a period of one year, Imagicle has developed for you ImagicleCare Gold. ImagicleCare Gold is a complete technical support and maintenance program that will understand your need and will assist you in any situation.		If you wish to take advantage of an extra advanced support service for your product, with scheduled and certain response time, you can subscribe to ImagicleCare Gold support program, available in 2 versions. ImagicleCare Gold services include: Response within 60 minutes for severe cases Predetermined service levels with scheduled response time Minor Software update thanks to automatic Liveupdates Major Sotware update with installation support Via Telephone or Skype support Via E-Mail support Web support with dedicated access to the knowledge base Customer portal Remote support via Netviewer Our support Team is ready to help you and maintain your application so that you can sit back and relax, reserving your time for your business.

A program for any need		Different support channels, same service level
ImagicleCare Gold is available in 2 versions (Gold 1, Gold 3), according to the duration of the contract. Ticket means the forwarded support request concerning a single issue, defined by the reasonable intervention required to solve the issue.		Imagicle support services can be provided through different channels according to the customer needs and the issue: support via phone or Skype “Imagicle” support via e-mail support@imagicle.com support via Web with access to the knowledge base in order to find all the FAQ’s you are looking for

Software maintenance, your software always up to date		Dedicated customer portal
ImagicleCare Gold support service includes Minor Software Update, with Live Update automatic process, and Major Software Update (only Unlimited versions) with installation support. A solution to have your Software always up to date with al the new features implemented in the course of time.		Customers subscribing to ImagicleCare Gold are also offered with Web portal access at http://support.imagicle.com You can directly access our database and monitor your ticket status in real time, in order get the right answer at the right time, thus preventing misunderstandings. Furthermore you can view the history of your support requests and find out at any time how many requests are still available and for how long.
Remote Support for severe cases		All in 5 languages
For the most severe cases, our Support Team can also connect remotely thanks to a safe technology offered by Netviewer. In such case the PC that runs Blue’s can be controlled temporarily by the Support Team, for a more efficient analysis of the problem and a quicker solution.		Our support services are available in Italian, English, German, French and Spanish..

Service Level Agreement ImagicleCare Gold

Imagicle shall provide Gold level services according to hereunder described priorities.
ImagicleCare Gold subscribers have priority compared to Basic subscribers.

Priority	Impact	Application status	Maximum forecasted reaction
Critical	Severe	application/system is compromised. Consistent loss of service occurs.	< 60 minutes
High	Significant	application/system runs discontinuously. Reduction of Services occurs.	< 2 working hours
Medium	Minor	application/system runs with a moderate loss of services. Expedients allow to continue one’s work without prejudice	< 4 working hours
Low	Minimal/None	application/system run without or very little service impediment.	< 8 working hours

The maximum reaction time is calculated on the basis of our working time.
The service is active during our opening hours: 8.30am-12.30am and 2pm-6pm GMT+1, Monday to Friday (bank and national holidays excluded).

Document Name	DocType	Language
ImagicleCare Gold	Brochure	ITA
ImagicleCare Gold	Brochure	ENG