Silver Level - up to 15 Tables

1. Telephone support and automatic email notification on a 5 x 12 basis (Mon-Fri - 8 to 8)
2. 16 person hours of professional service
   a. Can be used for re-synching, updating etc.,
   b. Table changes
   c. Applying submitted SR's submitted
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Silver Level Support hours.
5. 10% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 5% Discount offered on new modules (UDASynch Configuration Tool, adding UDACentral DataSources or Monitoring Tools) etc.
7. Bronze level product support (@ 20% of product price) extended to match 5x12 timeline.

Client must provide VPN access to required systems

Gold Level - 16 to 40 tables

1. Telephone support and automatic email notification on a 7x12 basis (Mon-Mon - 8 to 8)
2. 32 person hours of professional service
   a. Can be used for re-synching, updating etc.,
   b. Table changes
   c. Applying submitted SR's submitted.
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Gold Level Support hours.
5. 20% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 10% Discount offered on new modules (UDASynch Configuration Tool, adding UDACentral DataSources or Monitoring Tools) etc.
7. Bronze level product support (@ 20% of product price) extended to match 7x12 timeline.

Client must provide VPN access to required systems

Platinum Level - 40 Plus tables

1. Telephone support and automatic email notification on a 7x24 basis.
2. 72 person hours of professional service
   a. Can be used for re-synching, updating etc.,
   b. Table changes
   c. Applying submitted SR's submitted.
   d. On-site visits by MBF-Professional Services team (expenses extra)
   e. Hours are consumable within the year and cannot be carried over.
3. Priority call / email handing: 15 minutes during normal working hours and within a ½ hour after 5 pm. Within 1 hour during holidays.
4. Automatic Email notification to match Platinum Level Support hours.
5. 25% Discount offered on retraining on UDASynch, UDALink w/JDBClink2) tools & processes.
6. 15% Discount offered on new modules (UDASynch Configuration Tool, adding UDACentral DataSources or Monitoring Tools) etc.
7. Bronze level product support (@ 20% of product price) extended to match 7x12 timeline.