Technical Support Currently Available in StingRay Vendor  Vendor
Complete system and application documentation on-line for standard configuration as well as any customization specific    
Customizable help definitions on screen fields    
7 X 24 support hours    
Access to FAQ online    
Vendor maintains an online database of logged incidents    
User defined incident priority    
Documented escalation process    
On-Site support available    
Maximum incident turnaround time <24 hours, when possible    
End user training documentation provided    
Technical (development) documentation provided    
Full technical documentation, including database diagrams (i.e. fields, tables, schema/database structure, etc)    
Support located in Continental US    
Average technical support experience level should be > 3 years