For critical development projects or for deployed products requiring more demanding and responsive support, the high level Platinum support offers the following services in addition to the standard support services.

An unlimited help desk is available for information requests and exchanges between customers and VirtualLogix's support organization.

VirtualLogix assigns a Technical Account Manager to each of its Platinum clients. He is a permanent contact familiar with the client's personnel, business, support history and projects. He is the customer representative within VirtualLogix; he takes care of customer relationship and assists the client with all outstanding issues.

VirtualLogix guarantees a maximum resolution time to error reports and dedicates its best experts to solve customer's critical problems (cf. Table below). When the reproduction of the problem requires the customer's application environment, VirtualLogix may propose sending an engineer for on-site debugging.

 

Maintenance patches integrating several bug fixes are built periodically in accordance with customer schedule.

 

 

Problem Severity	Initial Response	Interim Resolution	Fix or Workaround
Critical	4 working hours	1 working day	8 working days
Major	4 working hours	2 working days	22 working days
Minor	4 working hours	10 working days	Maintenance release