LEVELS OF SUPPORT SERVICE OFFERINGS

As a client or partner of MCG, we would like to provide you with the necessary resources to use our products to their full potential.

MCG provides you with the best support solution, depending on your needs. Our technicians troubleshoot network, desktop, website, e-mail issues.

MCG Bronze Support Program

• E-mail and phone assistance from 8:00 AM to 5:00 PM (CST) Monday through Friday.
• Two business-day response time
• Patches and fixes
• General maintenance releases
• Selected functionality releases
• Documentation updates
• Transfer rights (As specified in MCG's then-current transfer policies)

MCG Silver Support Program
MCG Silver support includes all MCG Bronze components, plus the following:

• Next business day response

MCG Gold Support Program
MCG Gold support includes all MCG Silver components, plus the following:

• Dedicated support representative with pager for severity 1 issues
• Same business day (PST) Response
• Priority call routing & resolution
• Support account and escalation management
• Stability maintenance & software migration planning
• Patch planning
• Version/release planning
• Alerts (technical advice relevant to the product)