Highest-level of Dedicated Support Service
Our Premium Support is designed for organizations with complex, highly distributed or customized environments that require a higher level of technical support focus. The goal of Premium Support is to provide our customer's with a full-time Dedicated Support Engineer (DSE) that works on-site, side-by-side with internal technical teams. These professionals have in-depth knowledge of our solutions and are assigned to customers based on industry and technology expertise to resolve issues faster- DSE's are a continuing presence in your workplace. In addition, Premium Support provides our customer's with a dedicated resource that can assist in developing proactive and reactive recommendations on critical issues like training, operational health checks, database performance tuning and analysis.
Premium Support Includes:
| Options | Standard | Enhanced | Premium |
|---|---|---|---|
| Telephone/Web/Email Support 08:00-17:00 Monday – Friday |
• | • | • |
Online self-service tools available 24x7x365 with advanced web case reporting and tracking |
• | • | • |
| Self-learning knowledge base | • | • | • |
Access to patches and new versions |
• | • | • |
1 primary contact and 1 back up contact |
• | • | • |
| More than 1 additional primary and back up contact | • | • | |
24x7 initial response for critical & serious cases |
• | • | |
Assigned Support Engineer (ASE)
|
• | • | |
Customer Specific Test Environment which includes:
|
• | • | |
Dedicated Support Engineer (DSE)
|
• | ||
Priority Processing for Critical and Serious Cases
|
• | ||
Quarterly onsite reviews |
• | ||
Operational health check |
• | ||
Database health check for performance tuning and analysis |
• | ||
10 days of onsite training |
• | ||
Installation and configuration of patches on the client’s test system |
• |
