CSS Product Support Matrix
This Product Support Matrix was updated on April 2024.
Products Supported
Product |
Version |
| Pro-Cloud |
2.14.0
|
| Pro-Cloud BlueLight | 2.14.0 |
| TCES Community |
1.36.0
|
| TCES Community Upgraded |
2.11.0
|
| TCES Connections |
Config(4.0.0) Web(5.2.9)
|
| Health Hire Express |
2.1.0
|
Products Supported
| Product Support | Basic Support | Standard Support | Premium Support |
| Number of Incidents per month | 10 | Unlimited | Unlimited |
| Number of Named Contacts | 1 | 2 | 6 |
| Support hours * | Mon-Fri Business hours | Mon-Fri Business hours | 7 Day, 7am to 8pm GMT |
| Initial Response Time | 1-3 Business Days | Next Business Day | 4 Hours |
| Online Self Help Resources | √ | √ | √ |
| Online Case Submission through Helpdesk | √ | √ | √ |
| Telephone Technical Setup Support | x | √ | √ |
| Remote Assistance | x | Zendesk Web Link | Zendesk Web Link |
| Power Bi Report Building and Report Assistance | x | x | √ |
| Configuration Set Up Support | x | √ | √ |
| Support for Enterprise setups | x | √ | √ |
| Webinar – Q/A with Support & Telephone Consultation | x | x | √ |
| Priority case process | x | x | √ |
|
Custom Web Service API development (SOAP, ReST, XML) and Third Party Integrations
|
x | √ | √ |
| Technical Support for Third Party hosted solutions and physical separation of operating environments | x | x | √ |
|
Logical separation of platform
|
x | x | √ |
| Upgrade your support | Included In Subscription | Contact us | Contact us |