The Silver level contract includes:

• Email and phone access. Phone access is available extended business hours (GMT) on working days (12/5). From 8am to 8pm.
• Guaranteed technical response within half a business day for critical issues. Critical issues must be reported via phone and clearly communicated as critical.
• Guaranteed technical response for non-critical incidents within one business day.
• 15 support incidents or 15 hours of support, whichever comes first.
• One US $1500 voucher valid for a TWC DNS training course (online or regular scheduled classroom training).

The Gold Level Support contract

This contract is designed for business critical environments. It includes:

• Direct access to a senior TCPWave Professional with an in-depth knowledge of the customer's DNS and network infrastructure. The TCPWave Professional participates in all processes related to the customer.
• One 4 hour on-site visit per year and one phone conference call.The purpose of these meetings is twofold:
  • To ensure that the customer is using TWC DNS in an efficient and productive manner.
  • To review and audit the customer's DNS infrastructure.
• Annual report on DNS and network infrastructure along with suggestions on improvements.
• Email and phone access. Phone access is available 24 hours per day, every day (24/7/365).
• Guaranteed technical response within 4 hours (regardless of business hours) for critical issues. Critical issues must be reported via phone and clearly communicated as critical. Non-stop service regardless of business hours to resolve critical issues.
• Guaranteed technical response for non-critical incidents within one business day.
• 20 support incidents or 20 hours of support, whichever comes first.
• One US $2000 vouchervalid for a TWC DNS training course (online or regular scheduled classroom training).

The Platinum Level Support contract

The Platinum level support contract is designed for mission critical environments. It provides:

• Direct access to a senior TCPWave Professional with an in-depth knowledge of the customer's DNS and network infrastructure. The TCPWave Professional participates in all processes related to the customer.
• One on-site visit (1 day) per year and one phone conference call.The purpose of these meetings is twofold:
  • To ensure that the customer is using TWC DNS in an efficient and productive manner.
  • To review and audit the customer's DNS infrastructure.
• Annual report on DNS and network infrastructure along with suggestions on improvements.
• Email and phone access. Phone access is available 24 hours per day, every day (24/7/365).
• Guaranteed technical response within 2 hours (regardless of business hours) for critical issues. Critical issues must be reported via phone and clearly communicated as critical. Non-stop service regardless of business hours to resolve critical issues.
• Guaranteed technical response for non-critical incidents within one business day.
• 25 support incidents or 25 hours of support, whichever comes first.
• One US $4000 vouchervalid for a TWC DNS training course (online or regular scheduled classroom training).