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Enhanced Support Services

Enhanced Support Services

Overview

Our Base Maintenance Plan provides a high level of software support in a packaged offering. However, in addition to this plan, we have additional fee-based support services to meet unique customer needs.

The following are some examples of our added-value support services: Assigned Support Center Representative Services (ASCR)

  • An assigned focal point for managing support escalation needs

  • Proactive notification of available software fixes

  • Proactive notification of product version updates

  • Weekly conference calls with your ASCR to review active problem

records

  • Monthly performance reviews of Candle Customer Support service

levels

  • Optional on-site visits (extra charges may apply)

Maintenance Assessment Service (MAS)

  • On-site assessment services

  • Advice about product maintenance and implementation

  • Training your staff to develop efficient and focused procedures to

reduce overall cost of ownership of your Candle software products

  • Analysis of your Candle product environment: versions, updates, code correction history, incident history and product configurations

  • Reviews to ensure that purchased Candle products and solutions are used effectively

Multi-Services Manager (MSM)

Multi-Services Manager provides highly valued services to customers requiring on-site full time expertise to complement their technical resources.

  • Dedicated on-site Candle resource (6 months or one year) at your site to help ensure maximum use and effectiveness of your Candle products

  • Liaison for all Candle product support activities, coordination and assistance with implementation of all product updates and maintenance releases

  • Works with your staff to understand business needs and systems

requirements

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OMEGAMON II for DBCTL Historical Component (EPILOG) Reference Manual Version 510

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