support now plans

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: