Bricolage Technical Support

PGX is pleased to offer a number of annual Bricolage support options. Contact sales@pgexperts.com to discuss how one of our plans can help you get the most out of Bricolage.

Bronze Level Support

$7,500 per year

• PGX will respond to up to 10 separate support requests per year.

• PGX will use reasonable efforts to respond to incident support requests within one US business day of receipt of request.

• PGX will assist in identifying and verifying the causes of suspected errors.

• Support requests may be submitted via email, sent by your company’s designated customer representative.

• Additional support is available at a rate of $125 per hour for a minimum of two hours.

• Installation support is not included, but is available separately as a consulting service.

Silver Level Support

$15,000 per year

The Silver Level plan includes all of the featurees of the Bronze Level plan, plus:

• PGX will respond to up to 24 support requests per year.

• Support requests may come from two designated customer representatives.

Gold Level Support

$40,000 per year

The Gold Level plan includes all of the featurees of the Silver Level plan, plus:

• PGX will respond to up to 64 support requests per year.

• Support requests may come from four designated customer representatives.

• For non-emergency incidents (as defined below), PGX will use reasonable efforts to respond to incident support requests within one US business day of receipt of request.

• For emergency support requests, contact is available via a Web pager gateway between 8 AM and 8 PM US Pacific Time, Monday through Friday, with PGX using reasonable efforts to respond to such a support request within four hours (PGX will respond to requests received outside of such hours to at the beginning of the next US business day).

Platinum Level Support

$120,000 per year

The Platinum Level plan includes all of the features of the Gold Level plan, plus:

• PGX will respond to up to 256 support requests per year.

• Support requests may come from eight designated customer representatives.

• For non-emergency incidents (as defined below), PGX will use reasonable efforts to respond to incident support requests within four US business hours of receipt of request.

• For emergency support requests, contact is available via a Web pager gateway 24 hours a day, seven days a week, with PGX using reasonable efforts to respond to such a support request within four hours.

• PGX will provide one engineer on-site for one week for installation, setup, customization, data migration and training for staff members in any 12 month period (plus travel expenses).

Emergencies

An Emergency may be either a Severity 1 or Severity 2 problem:

• Severity 1: The problem causes complete loss of service. Work cannot reasonably continue; the operation is mission-critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics:

  • Data corrupted

  • A critical function is not available

  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response

  • System crashes, and crashes repeatedly after restart attempts

• Severity 2:

  • The problem causes a severe loss of service.

  • No acceptable workaround is available; however, operation can continue in a restricted fashion.

Contact

If none of these technical support options meet your needs, please contact sales@pgexperts.com. We’d be happy to work with you to create a customized plan to effectively meet your Bricolage support needs.