For paid customers under an active maintenance/support agreement, our goal is to provide an initial response within one business day. Actual response time may vary by issue severity, information completeness, and support hours. Formal SLA and support scope are defined by quotation/order/maintenance agreement (MA).
Response cadence (non-contractual)
- Goal: provide an initial response and confirm scope within one business day (agreement/MA governs)
Incident handling
- Respond and confirm the issue scope (goal: within one business day)
- Online support
- If it is a software issue: provide a fixed version for upgrade
Annual maintenance (Year 1+)
- TWD 70,000/year: technical support + security updates (MA governs)
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