With ongoing changes to regulatory requirements, technologies, application landscapes and designs, maintenance is key to keeping software current and operational for its intended purpose. Upgrades as well as ongoing features and function enhancements are required in order to preserve the value of your investment over time and to ensure continual compliance with various regulatory requirements.
When you face a critical issue, production can be brought to a standstill. With our maintenance in place, we will get you back into production- limiting downtime and impact on production throughput and rescheduling.
Securing maintenance ensures that you have support at your fingertips. Whether by phone, email, or chat, knowledgeable technicians are readily available to tackle issues of any level or urgency.
A case is created when your company makes an inquiry or reports an incident. Each case is assigned a unique reference number and a severity level is determined based on the information captured. Service Level Agreements ensure that you receive the support you require based on the criticality of your issue.
24 hours a day. 7 days a week. 365 days a year (366 on leap years).
2:00 AM – 5:00 PM EST │ 8:00 AM to 11:00 PM CET
We maintain a multi-level internal support escalation structure for handling cases. Level 1 customer care activities include establishing initial contact, creating a case, logging the inquiry/incident and gathering preliminary information. Level 2 technical support activities focus on in-depth troubleshooting and diagnosis. Level 3 technical support activities focus on sophisticated problem diagnosis, root cause analysis, reproduction and restoration.