Mangrove provides three different support programs for its customers.

Standard Maintenance is the minimal level of support required. It includes free software maintenance patches and compliance upgrades, free fax/e-mail support with a 72-hour resolution guarantee, access to Mangrove’s web knowledge base, and limited telephone support.

Silver Support includes all Standard Maintenance items plus unlimited telephone support with a 24-hour resolution guarantee. Silver Support is complimentary to all new Mangrove customers for the first six months.

Gold Support includes all the Silver Support items plus free remote software maintenance patch or compliance upgrade installations, twenty-four hour remote database administrator support, and monthly database preventative maintenance.

Most support demands are handled within the scope of the Silver Support or Gold Support programs. If a client requests out-of-scope assistance or custom enhancements, Mangrove submits a written estimate of time and costs.

Most software support demands can be resolved via remote dial-up sessions. On-site visits are usually not required to resolve system failures. In situations that require on-site assistance (hardware failures), Mangrove will respond to a customers request for on-site assistance.