Any Questions about SIMMS? Get back to work faster with help from the experts. The SIMMS Support Network offers one-on-one assisted SIMMS support - so you can get any help, anytime.*
Our annual support plans provide quick access to SIMMS experts.
Learn more about our support offerings: |
| Support Plan Features |
One-Time |
Silver |
Gold |
Platinum |
| Limited Telephone and/or support Issues for 12 months. An incident is a single support issue or question. Software bugs will not count as support incidents, but will follow the same response time metrics per selected support plan. * |
Pay per incident |
10 calls |
40 calls |
Unlimited |
| Incident Response Guarantee |
4 hr ** |
5 hr ** |
3 hr*** |
1 hr **** |
| Availability of Support |
9-5 AEST |
9-5 AEST |
6-5 AEST |
24 hours |
| A Quarterly Usage Analysis Report helps you keep track of the number of support incidents used and provides an activity analysis. |
N/A |
|
x |
x |
| An account representative will be assigned as your single point of contact and advocate within our support organization. They will alert the support team about your needs and make sure you receive full value from the support plan. |
N/A |
|
x |
x |
| Hotline to a dedicated team of SIMMS experts aware of your support needs. |
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x |
x |
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| * Invotec reserves the right to limit each telephone call to one hour and to limit each contact (telephone or electronic) to one incident. Enquiries are limited to the following SIMMS product areas: installation, upgrade assistance, and basic functionality. An incident is defined as (a) a single issue or problem that a plan member asks a support representative to analyse or resolve, (b) a product-usage question that involves a single topic on a drop-down menu or one SIMMS report. The technical support representative will determine how many incidents will be handled during the course of the telephone or electronic contact. For e-mail submissions received outside these hours, the response time goal is within the next business day. Response times are a goal and are not guaranteed. Excludes occasional downtime due to system and server maintenance, company events, observed Australian public holidays, and events beyond our control. |
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| ** One-Time and Silver Plans: An incident response is a return phone call or email to follow up on your initial incident report. Guaranteed response to your support incident is only available Monday to Friday between 9:00 a.m. and 5:00 p.m. AEST, except for occasional downtime due to system and server maintenance, company events, observed Australian public holidays and events beyond our control. |
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| *** Gold Plan: An incident response is a return phone call or email to follow up on your initial incident report. Guaranteed response to your support incident is only available Monday to Friday between 6:00 a.m. and 5:00 p.m. AEST, except for occasional downtime due to system and server maintenance, company events, observed Australian public holidays and events beyond our control. |
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| **** Platinum Plan: Access to technical support 24 hours a day, 7 days a week. Excluding occasional downtime for systems and server maintenance and observed Australian public holidays. This level of service only applies to phone support. |
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| Late Renewal Notice: If you let your Support Plan expire then the Support Plan Renewal fee shall be calculated based on current pricing as indicated on cost page |
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| Overdue Account Notice: For Accounts that are overdue for any invoices due to Invotec Pty Ltd, we reserve the right to terminate your active support plan and generate a credit for the portion of the year remaining then apply that credit to the outstanding invoice. Once this happens the late renewal notice above applies and we reserve the right to place the remaining overdue account into collections. |