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Support Time 9 AM – 5 PM on Business days1 9 AM – 9 PM every day 9 AM – 5 PM on Business days 24 hours a day
Designated Technical Account Manager (TAM) No No Yes Yes
TAM Team Yes Yes Yes Yes
On-site Visits Included No No Yes (Max 5 visits/year) Yes (Max 5 visits/year)
Service Level Agreement2 Optional Optional Available Available
Extended Software Support3 No No Yes Yes
Enhanced Online Resources Yes Yes Yes Yes
Mode of Support.(Also see 'Technical Response') Email: with guaranteed response time. Telephone: depends on availability of resource. Email, with guaranteed response time. Telephone, depends on availability of resource. Email, with guaranteed response time. Telephone, with guaranteed response time. Email, with guaranteed response time. Telephone, with guaranteed response time.
Technical Response Email support requests response guaranteed within 6 hrs provided the support request is logged and docket number issued before 5 PM on business days. In all other cases response guaranteed before 3 PM on next business day. Email support requests response guaranteed within 6 hrs provided the support request is logged and docket number issued before 9 PM . In all other cases response guaranteed before 3 PM on next day. Guaranteed response within 2 hours and TAM reply within 4 hours on business hours if required. On-site visit (if needed as decided by TAM) on same working day (selected cities only). Guaranteed response within 2 hours and TAM reply within 4 hours if required. On-site visit (if needed as decided by TAM) on same working day (selected cities only).
RMA (only with valid Maintenance Contract) See 'RMA Procedure' Standard RMA. The replacement parts will be sent after the defective parts are delivered at Mettle Networks. Standard RMA. The replacement parts will be sent after the defective parts are delivered at Mettle Networks. Advanced RMA. Replacement parts will be sent in advance within 1 to 2 business days after the generation of ARMA code. Advanced RMA. Replacement parts will be sent in advance within 1 to 2 business days after the generation of ARMA code.

1 Business days means all working days from Monday to Friday (except state and national holidays).
2 Service level agreement is prepared and executed on standard and/or mutually agreed terms.
3 Email or telephonic support provided for direct integration of Mettle SE with other servers such as LDAP servers and devices such as VPN endpoint devices.
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