Commercial support

4WS.Platform is available in two editions: Community and Enterprise. Independently of the edition you have chosen, you can access to an optional pack and get the help you need.

4WS.Platform’s technical support provides prompt, effective and high-quality support services to the users through support contracts.
By subscribing to our support services, organizations usingthe product benefit from the knowledge of 4WS.Platform’s technical experts.

Support feature Description
Access to stable versions and availability of timely bug fixes Users are ensured that they are always able to use the latest certified version and if needed, to receive bug fixes to issues reported through the incident tickets.
Bug Tracking Allows users to report and track the evolution and resolution of any problem they may encounter through the tracking system provided by Sinesy.
Unlimited Incidents Users can get unlimited access to technical support.
Phone Support Phone availability during business hours.
Prioritized support services Support requests are expressed according to how urgent and serious the reported issue is.
Support availability 8.30-18 UTC +1h, Monday-Friday , through Sinesy Issue Tracker and phone availability (English and Italian only)
Guaranteed Response Times Users benefit from guaranteed times to acknowledge incident tickets, according to the priority of the issue:

  • critical – taken into account within 4 working hours
  • major – taken into account within 8 working hours
  • minor – taken into account within 16 working hours
  • planned activity (not urgent) – managed and released by the end of the deadline

Issues must report all information required, using an understandable English language, in order to allow the technical support to provide an effective solution.

If what you need is a commercial support, you can contact the vendor of 4WS.Platform through the link Sinesy.