Software Support V2 for OS Biz renewal for 12 month per User (TDM or IP) This service package is consisting of: - Web Support (Access to a partner web portal adds self help capabilities for an existing service infrastructure of partners. This support portal provides the possibility to create and track service requests, to download software, e.g. hot fixes and minor releases and provides access to a knowledge management data base as well as to further instruments for self help) - Remote Support (This service is covered by the provision of a web related ticket handling by the vendor's service organization. It includes the right to create tickets that meet requirements for Level 2 Support.) - Expert Assistance Hotline (Routing to a product expert depending on the qualification of the Partner's certified engineer for technical questions related to dedicated products.) - Software Upgrade Entitlement (free of charge upgrade of the installed licenses to a newer version, as available)
- Web Support (Access to a partner web portal adds self help capabilities for an existing service infrastructure of partners. This support portal provides the possibility to create and track service requests, to download software, e.g. hot fixes and minor releases and provides access to a knowledge management data base as well as to further instruments for self help)
- Remote Support (This service is covered by the provision of a web related ticket handling by the vendor's service organization. It includes the right to create tickets that meet requirements for Level 2 Support.)
- Expert Assistance Hotline (Routing to a product expert depending on the qualification of the Partner's certified engineer for technical questions related to dedicated products.)
- Software Upgrade Entitlement (free of charge upgrade of the installed licenses to a newer version, as available)
