Professional Support
We offer comprehensive packages that include Storage Software Maintenance Agreement (MA), ensuring reliable performance, timely updates, and dedicated support.
These can be bundled with Professional Services as needed to best support your business objectives.
Our team of seasoned experts brings over 20 years of experience in software R&D, storage systems, cloud service provisioning, and global support.
1. For detailed information and pricing, please contact us:
E-mail: info@actsvision.com
2. For support inquiries or to open a case, please reach out to our support team:
E-mail: support@actsvision.com
Storage Software Maintenance Agreement (MA)
Standard Package
(8x5, Business Days)
• Service Window : Monday to Friday,
0900–1700 (UTC+8) (Business Days)
• Support Type : Email, Phone, Remote Access
• Initial Response Time : Within 4 hours
Standard Plus Package
(12x5, Business Days)
• Service Window : Monday to Friday,
0900–2100 (UTC+8) (Business Days)
• Support Type : Email, Phone, Remote Access
• Initial Response Time : Within 4 hours
* Each package includes 12 months of MA (Maintenance Agreement) remote support. The major differences lie in the support hours and response time. If your business operates beyond typical working hours or requires fast response times, Standard Plus is ideal.
* For standard business needs, Standard will suffice depending on your desired support window.
Professional Services
Here’s a clear and concise comparison summary of the two subscription packages for professional services:
ProConsultant
(8x5, Business Days)
Focus: Advisory and technical consulting.
Service Window: Monday to Friday,
Any 6-hours block between 0900–1700 (UTC+8)
(Business Days) by mutual agreement
Scope of Service: This service includes Storage system sizing proposals, Storage solution consulting, Technical training on storage systems and Technical consultation (e.g., writing/review code of calling S3 API, DNS FQDN settings).
ProSupport
(12x5, Business Days)
Prerequisite: The customer must have a signed Storage Software Maintenance Agreement (MA) valid for 12 months or longer to be eligible for ProSupport service purchase.
Focus: Tailored assistance that goes beyond standard support, helping resolve more complex needs
Service Window: Monday to Friday,
Any 6-hours block between 0900–2100 (UTC+8)
(Business Days) by mutual agreement
Scope of Service: This service includes Storage system health checks, Software installation and upgrades, Network packet analysis for support cases, Driver updates for compatibility, Data migration assistance, Resolution of software-related issues for solutions like ACTS VISION AVSTOR mSCALE SDS.
Subscription By Package: One package includes 2 credit points, equivalent to 6 service hours, valid for use within 12-month service period.
Charge-Per-Request/Incident Policy: Each request will be charged a minimum of 1 credit point or more, depending on the difficulty and complexity level of the request. The final credit charge is agreed upon upfront between the professional and customer at the time of request or incident submission.