MS Technology

MST Basic Support & Subscription Service

Weekday Support for Test, Dev and Non-Critical Deployments

  • Global, 12x5 access to support
  • Unlimited number of support requests
  • Remote Support
  • Online access to documentation and technical resources
  • Product updates and upgrades


MST Basic Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

Feature Basic Support
Hours of Operation 12 Hours/Day Monday–Friday
Length of Service 1 or 3 Years
Product Updates
Products Supported All Products
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support
Root Cause Analysis
Access to MST Website
Access to MST Knowledge Base
Max Number of Technical Contacts per Contract 5
Number of Support Requests Unlimited
Target Response Times
Critical (Severity 1) 8 business hours
Major (Severity 2) 18 business hours
Minor (Severity 3) 36 business hours
Cosmetic (Severity 4) 48 business hours
Business Hours Monday - Friday
North America 6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii 6 a.m. to 6 p.m. (PST/PDT)
Latin America /td> 9 a.m. to 6 p.m. (local time zone)
South America 9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA) 8 a.m. to 8 p.m. (GMT)
Asia, Pacific Rim, Japan (APJ) 9:00 a.m. to 9:00 p.m. (India Time)
Australia/New Zealand 7 a.m. to 7 p.m. (Sydney AET)