Support Plans

OSI's standard monarch™ support combines various support components for a customized and cost-effective support plan for customers with various needs, mission criticality or budgets.

Copper Support Program

The Copper Support Program includes resolution of software problems via software patches. This plan does not include help desk support, after hours support or new releases of licensed OSI software.

Bronze Support Program

The Bronze Support Program includes standard business-hour support service for up to a maximum number of incidents per year. This plan does not include after-hours service or new releases of licensed OSI software.

Silver Support Program

The Silver Support Program includes standard business-hour support service for up to a maximum number of incidents per year. This plan does not include after-hours service or new releases of licensed OSI software.

Gold Support Program

The Gold Support Program includes standard business-hour support service and help desk support, plus 24/7 after-hours support service for up to a maximum number of incidents per year as well as access to OSI's web-based training program. Included in this plan is software subscription for new releases of the applicable licensed OSI software.

Platinum Support Program

The Platinum Support Program includes unlimited support service during business hours, after-hours and standard help desk service as well as access to OSI's Web-based training program. Included in this plan is software subscription for new releases of the applicable licensed OSI software.

Diamond Support Program

The Diamond Support Program includes unlimited support service during business hours, after-hours and standard help desk service as well as access to OSI's web-based training program. Included in this plan is software subscription for new releases of the applicable licensed OSI software, along with on-site installation assistance once per year.

For more information on our support services please contact support@osii.com if you are an existing OSI User. Non-customers please contact sales@osii.com for more information on our support services programs.


Our Service Level Guarantee

As part of our Quality Assurance program and our commitment to customers, in order to meet our support service responsiveness criteria, OSI uses an internal escalation process visible to senior OSI management and monitored by an executive team on a routine basis. Customers have direct escalation paths to Manager of Support, Customer Relations Manager and other Executive Management. This is one of the reasons OSI has the best Support program and customer satisfaction in the industry.