Overview & Support Program
Overview
GMV is committed to providing a support program that offers high-value and cost-effective options for our customers. The goal of our technical support program is to respond quickly to customer issues and to continually improve our handling of your technical support needs. Please find below support services, methods, process, and response targets for customer support requests.
Support program
| Support packcages |
FREE LICENSE PACKAGE |
PAID LICENSE PACKAGES |
| Forums, Wiki, Documents, Product Portal |
Yes |
Yes |
| Updates, Upgrades |
Yes |
Yes |
| Support Portal |
No |
Yes |
| Phone Support |
No |
Available from our partners |
| 24 x 7 crisis phone support |
No |
Available from our partners |
| Support Incidents |
Forums |
Unlimited |
| Response times - Priority level |
FREE LICENSE PACKAGE |
PAID LICENSE PACKAGES |
| Critical Service Outage - (Sev-1) |
Forums |
4 Business Hours (8x5) |
| Major Functionality - (Sev-2) |
Forums |
8 Business Hours (8x5) |
| Minor Functionality - (Sev-3) |
Forums |
12 Business Hours (8x5) |
| General Usage Questions - (Sev-4) |
Forums |
24 Business Hours (8x5) |