Fall '26 Release Available Now / Rise to the Frontier
Learn MoreFall '26 Release Available Now / Rise to the Frontier
Learn MoreYou tailor insurance to the risks that matter. Choose support with the same care. Choose support that fits your operational needs, the complexity of your solution, and the pace of change.
Your support needs are shaped by your operational risk, solution complexity, the level of partnership you need, and your pace of change.
Consider how market changes and disruptions could affect critical business processes and your solution in day-to-day operations.
How do your configurations, integrations, product details, and lines of business affect management of your solution both operationally and cost effectively?
Where would solution expertise, technical guidance, coordination, and governance help your team?
What and how will new releases, upgrades, and business changes impact the solution and your operating model?
Included with your Majesco SaaS subscription
Dependable support for your Majesco base product and Majesco-hosted cloud environment.
Product and cloud foundation
ServiceNow case tracking and investigation of reported base-product or cloud issues, with applicable workarounds or fixes.
Base-product releases, security fixes, and product documentation.
Cloud operations for Majesco-hosted environments, including infrastructure monitoring, backups, disaster recovery, and patching.
For base-product support, with your team leading release testing.
Deep product expertise for your evolving operational needs
Work with Majesco who knows your operations and solution inside out. Deep product expertise and roadmap knowledge help maximize out-of-the-box capabilities, minimize unnecessary customization, reduce upgrade rework, and lower total cost of ownership.
Stay ready for new innovations and capabilities, including expanded AI, with guidance that aligns your business strategy and priorities to the product’s future direction.
Customer-specific support
Configuration/customization fixes, data remediation, and custom-line support.
Functional/regression testing, packaging, releases, and designated TAM support.
For customer-specific support and coordinated releases.
Services and Support across the agreed lifecycle
Connect reliability, change, and business value in one operating model.
Mission Critical Services
Proactive application and batch monitoring, performance reviews, incident support, and service-level reporting.
Value Optimization Services
Planned changes such as rates and circulars, platform upgrades, architecture reviews, and business outcome measures.
An agreed roadmap and governance model with account, architecture, and TAM involvement.
For connected expertise and broader lifecycle accountability.
Use this overview to understand the distinctions. Your agreement and selected scope remain the source of truth.
| Service area | Standard Support | Premium Support | Majesco Unified |
|---|---|---|---|
| Incident support | Case response by severity for base-product and cloud issues. | Critical incident coordination and Severity 1 root-cause analysis, as agreed. | Cybersecurity coordination, enhanced response, and Severity 1 root-cause analysis, as agreed. |
| Testing and release delivery | Your team prepares and tests changes. Majesco coordinates deployment to agreed managed environments. | Majesco coordinates maintenance-release testing and delivery. Your team retains business UAT and approvals. | Testing and release delivery across the agreed lifecycle. Business UAT responsibilities remain defined by scope. |
| Monitoring | Cloud infrastructure monitoring. Your team retains application and batch monitoring. | Cloud monitoring and TAM guidance. Application and batch monitoring as agreed. | Proactive application and batch monitoring, plus health and performance reviews as agreed. |
| Changes and major upgrades | Base releases available. Your team leads solution upgrades and customization retrofits. | Majesco performs platform upgrades within agreed Premium Support scope. Business changes and work outside that scope may require a separate agreement. | Agreed business changes, platform upgrades, and architecture reviews. |
| Governance and reporting | Support Portal case tracking and escalation. | TAM case and operational reviews. Review cadence and reports follow the agreement. | Joint roadmap, business measures, service-level reports, account governance, and technical governance. |
Standard Support includes ServiceNow case tracking and investigation of reported base-product or cloud issues, applicable workarounds or fixes, base-product releases, security fixes, product documentation, and cloud operations for Majesco-hosted environments.
No. Customization alone does not determine the right support model. First, assess whether your business needs can be met through existing Majesco capabilities. Majesco’s product expertise can help identify opportunities to minimize unnecessary customization, manage long-term total cost of ownership, and support adoption of innovations in future upgrades. Where customer-specific support is needed, we will review your current coverage and confirm the appropriate scope.
Responsibilities depend on the offering and scope. They may include initial triage, supplying evidence, preparing release media, business UAT, approvals, defining business requirements, and providing business test cases. Majesco responsibilities are defined alongside them in the applicable agreement.
Proin quis felis ante. Vivamus veIt depends on the offering and agreed scope. Standard Support provides access to applicable upgrades; your team performs the upgrade work. Premium Support includes Majesco-performed platform upgrades within agreed scope. Business changes and work outside that scope may require a separate agreement. Majesco Unified connects agreed business changes, platform upgrades, and architecture reviews within a broader lifecycle operating model.
The value of Premium Support comes from working directly with the partner who knows your Majesco solution and its roadmap. That expertise helps you make better use of standard capabilities, minimize unnecessary customization, and reduce rework during upgrades—helping lower your total cost of ownership over time. If your team or a third party already performs these support activities, we can review which activities Majesco could take on within the agreed scope and how that would improve your overall support arrangement.
Premium Support brings direct access to the partner who knows your Majesco solution inside out. Deep product expertise and roadmap knowledge help you use standard capabilities, minimize unnecessary customization, and reduce upgrade rework—helping lower long-term total cost of ownership. Within agreed scope, Premium provides configuration and customization defect fixes, data remediation, custom-line support, maintenance-release testing and delivery, and designated TAM coordination.
Majesco Unified connects Mission Critical Services and Value Optimization Services across the agreed lifecycle. It may include proactive application and batch monitoring, performance reviews, planned changes, platform upgrades, architecture reviews, business outcome measures, and an agreed governance model.
No. Support hours, response and restoration targets, resourcing, and service scope follow your agreement. An initial response target is distinct from restoration or resolution.
Request a support model assessment. Majesco can review your solution, operational priorities, plans for change, and desired level of partnership, then clarify the support model and scope that fit your environment.
Review your solution, operating priorities, plans for change, and the level of Majesco expertise that fits your needs.
Request a support model assessment
