3. Subscription levels

All Partners with maintenance agreements in effect, regardless of the agreement level, are entitled to contact support via website or email 24x7x365 and submit tickets related to 1Ci Products.

To get support under proper agreement level, please make sure your mail address is registered against the Partner account at https://my.1ci.com. To be sure it happens it is avisable to register the ticket via the website.

We offer 4 subscription levels (Premium, Advanced, NFR, and Community) to Partners.

3.1. Premium

The Premium level provides high-touch support to our top-tier customers. This includes personalized and efficient service through a dedicated support engineer who will assist you from the initial request until it is completely resolved.

At this level, support can be provided as per individual agreement.

3.2. Advanced

The Advanced level provides software support services during business hours, along with updates to the products.

The fare for Advanced level subscription is calculated after license purchase as per current 1Ci  SMUA pricing policies in effect, as fixed % of Product price as per Purchase Order. Subscription is invoiced annually before the new subscription period starts. In case of subscription renewal after expiration, partner will be charged back SMUA for all periods between the last date of valid SMUA and the date of the renewal. For more information please see SMUA calculations and policies in SMUA section of https://my.1ci.com/. Advanced support can be prolonged or upgraded to the Premium level at any time. When the Advanced support period expires, it is converted to Community.

3.3. NFR

The NFR level provides software support services during business hours, along with updates to the products.

It is free during the first half year after purchase. After that, the subscription level is converted to Community.

3.4. Community

The Community level provides software support services at best-effort basis, without product updates.

3.5. Subscription levels comparison matrix

Service	Premium	Advanced	NFR	Community
Product updates	Yes	Yes	Yes	N/A
Questions	Yes	Yes	Yes	N/A
Communication Channels	As per individual agreement	Web / Email	Web / Email	Web / Email
Bug fixing	As per individual agreement	Next product update	Next product update	Best effort

3.6. How to find out which subscription level I have?

Here are the guidelines for your own consideration:

• If you are not a 1Ci partner yet. Your subscription level is Community.
• If you are a valid 1Ci partner and you purchased an NFR product less than 6 six months ago. Your subscription level is NFR.
• If you are a valid 1Ci partner and you purchased an NFR product more than 6 six months ago and you have not purchased saleable products. Your subscription level is Community.
• If you are a valid 1Ci partner and you purchased a saleable product less than 12 six months ago. Your subscription level is Advanced.
• If you are a valid 1Ci partner and you purchased a saleable product more than 12 months ago and you have not paid for technical support beyond that period. Your subscription level is Community.
• If you are a valid 1Ci partner and you have paid for the Advanced technical support and the paid period is not finished yet. Your subscription level is Advanced.
• If you are a valid 1Ci partner and you have paid for the Premium technical support and the paid period is not finished yet. Your subscription level is Premium.

If you have doubts on your subscription level, feel free to ask the 1Ci technical support about this via support@1ci.com.