Services
ENHANCED SUPPORT
First-level of Assigned Support Service

Our Enhanced Support is designed specifically to provide our customers with personal attention beyond the normal day-to-day case management provided with Standard Support. With Enhanced Support, our customer's are given a highly technical Assigned Support Engineer (ASE) who understands customer goals, objectives, and challenges. The Assigned Support Engineer provides our customer's with unlimited proactive support, including advice on planned product updates and upgrades. The ASE acts as your advocate within to escalate and quickly resolve your critical issues.

Enhanced Support Includes:

 

Options Standard Enhanced
Telephone/Web/Email Support
08:00-17:00 Monday - Friday		 • •

Online self-service tools available 24x7x365 with advanced web case reporting and tracking

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Self-learning knowledge base • •

Access to patches and new versions

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1 primary contact and 1 back up contact

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More than 1 additional primary and back up contact   •

24x7 initial response for critical & serious cases

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Assigned Support Engineer (ASE)
  • Regular case reviews
  • Monthly conference call reviews with regional support managers
  • Documented understanding of customer operations
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Customer specific test environment which includes:
  • Maintenance of customer specific data
  • Retention of customer builds for patching
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