| Document Date: 2015-02-10 23:31:10
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City Barcelona / San Mateo / Surrey / Richmond Hill / Mateo / / Company Actuate Professional Services / Eclipse BIRT Contacts Worldwide / Xenos Inc. / Actuate / Basic Silver Gold Platinum Limited / Licensee / / Continent North America / Europe / / Country United States / Canada / United Kingdom / / Currency pence / EUR / / / IndustryTerm acceptable solution / follow-up telephone / free telephone / portal Online / production •• •• •• •• Web-based case submission / software updates / portal Online software updates Silver Plan The Silver option / •• •• •• •• Web-based case submission / secure web site / portal Online software updates Platinum Plan / Online Software Updates / web update / case report •• •• •• •• Web-based case submission / portal Online software updates Gold Plan The Gold option / quality products / / MusicGroup Asia / / Organization Phone Local Support Center / Support Call Center / Licensing The Actuate Licensing / Email Local Support Center / / Person Feature Failure / / / Position account manager / independent consultant / consultant / General / Manager onsite visits / Manager •• •• •• Weekly case report •• •• •• •• Web-based case submission / Support Consultant / customer support engineer / Major / •• •• •• Account Manager / / ProvinceOrState California / Ontario / / Region Middle East / Latin America / / Technology API / / URL http /
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Customer Support Actuate Customer Support Offerings and Service Level Objectives for Subscription Customers Customer Support Objectives