| Service Plan | Gold | Platinum |
|---|---|---|
| Coverage Hours * Note 1 | 8hrs/5days (09:00~17:00)Working hours, except holidays | 24hrs/7days |
Assisted Support Email Support | ✓ | ✓ |
Assisted Support Tech Support System * Note 2 | ✓ Provide 5 accounts | ✓ Unlimited account |
Assisted Support Phone Support | ✓ | ✓ |
Assisted Support Remote Support | ✓ | ✓ |
Assisted Support Onsite Support | Provided after confirmation that it is necessary2 times a year for free | Provided after confirmation that it is necessary6 times a year for free |
| *Note 3Critical Issue: major system issues of operating mainframesNo temporary solution for buffer | 2 hours | 1 hour |
| Major function issue | 4 hours | 2 hours |
| Partial or minor functional issues | 8 hours | 4 hours |
| Cosmetic Issue | 12 hours | 6 hours |
| System Fix | ✓ | ✓ |
| System Update | ✓ | ✓ |
| System Upgrade | N/A | N/A |
| Training | Digital file download on Support System FAQ | Digital file download on Support System FAQ |
| H/W Procurement & Installation | ✓ | ✓ |
| S/W Installation & Provision | ✓ | ✓ |
| System Check | Once / Year | 2 Times / Year |
| Annual Service Fee(Based on the initial system purchase amount%) | 20% | 25% |
* Note 1: Working days are subject to official calendar.
* Note 2 : Tech Support System is online issue tracking system.
* Note 3: The response time refers to the time that the service can be provided by telephone, email or remote support as soon as the technical support request is received (calculated based on standard working hours, not based on 24 hours a day).