Athento licenses in their On Premise mode are annual subscriptions in which the price includes the provision of support for one year.
Although the subscription renewal is not mandatory, nor the customer loses the right to use the software in a scenario of non-renewal, it is important to note that not to renew the support service the customer would cease to enjoy:
Service troubleshooting
Software updates
New features
On Premise, the key factor determining service prices is the support needs required by the customer. These support needs will be determined by the volume of users and documents to run in Athento.
The following table lists the recommended support plans according to the size of the project.
Volume
Number of users
Pages Processed
Recomended Architecture
Support Plan
Up to 1 million documents
Up to 300
Up to 600.000
2 nodes
Standard
Up to 5 million documents
300-500
Up to 1.500.000
3 nodes
Pro
Up to 10 million documents
500-1000
Up to 2.400.000
3 nodes
Company
More than 10 million documents
More than 1000
More than 2.400.000
4 nodes
Enterprise
On the other hand, if the customer works in demanding environments that require top support coverage, it will be important to also consider the SLAs of each plan. The two basic coverage features for each support plan available are listed here:
Support
Service Hours
Maximumresponse time forblocker issues
Standard
10:00 AM - 2:00 PM Monday through Friday (CET)
6 hours
Pro
10:00 AM - 5:00 PM Monday through Friday (CET)
5 hours
Company
9:00 AM - 8:00 PM Monday through Friday (CET)
4 hours
Enterprise
8:00 AM - 8:00 PM Monday through Friday (CET)
3 hours
24/7
24 hours 7 days a week
2 hours
OnPremiselicensesinclude both software modules (ECM and Document Capture).