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For customers using MNJ Software products in deployment.

Our support plans include telephone access to our Technical Support organization and a variety of other support services. The level of support your business requires will determine the plan that best fits your needs. For customers using MNJ Software products in deployment, we offer SupportNow Standard and Enterprise Plans. Specific features of these plans are highlighted in the table below:

  • Standard Plan: This is an inclusive offering for companies that require high-quality around-the-clock support for critical issues, access to new releases and online support services. Faster response times and more personalized support are available with the Enterprise Plan.
  • Enterprise Plan: For some companies, downtime is never an option, and performance and stability are mission-critical. The Enterprise plan delivers our most comprehensive offering of prioritized and proactive support services, including:
    • Highest priority response times
    • Priority access to the Enterprise Technical Team
    • Proactive services such as account management and regular review meetings

     

    This plan truly offers customers the ultimate in service levels and priority, and a focus on continuous improvement and getting the most from your MNJ Software investment.

      Standard* Enterprise
    Support Coverage    
    24x7 (Follow-the-Sun) for P1
    Number of Local Contacts 4 6
    Number of Anywhere Global Contacts option 6
    Number of Solved Case Contacts 4 12
    Number of Cases unlimited unlimited
    Enterprise Support Team N/A
    Response Time P1<1 hr P1<30 min
    Priority Case Escalation N/A
    Online Support
    Software Services    
    New Version Releases
    Maintenance Releases priority
    Personalized Support    
    Account Management Services N/A
    Review Meetings N/A
    Alliance Support N/A option
    Privilege Services** option N/A
    ServiceNow Monitoring & Alerting** option option
    Advanced Services*    
    Migration/Upgrade Services option option
    Personalized Training option option

    * Effective October 1, 2009, replaces Basic and Extended Plans
    ** Offered in most areas, availability may vary


    Purchasing Support
    If you are interested in purchasing a SupportNow Plan, you have several options: