Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Customer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support"

Transcription

1 Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006

2 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1 Extended 24x7 Maintenance Program...2 Custom Application Support Program...2 Contacting Edify Customer Support...3 Americas & Asia Pacific (Edify Headquarters)...3 EMEA (Europe, Middle East, Africa)...3 How Best to Engage with Edify Customer Support Services...4 Placing Your Call...4 Opening a Case...4 System Information...4 Problem Description...4 Environment...4 Problem Isolation...4 Open Case Number...5 Handling Your Case...5 Priority Levels High Medium Low Application Support...5 Escalation Process...6 Response & Escalation Time...6 Resolving a Case...7 Reopening a Closed Case...7 Appendix A...8 Finding Your Serial Number...8 Appendix B x7 Advantage Support Program...9 Signatures...10 Intervoice, Inc. ii Edify Product Support

3 About Edify Product Support Edify product support is dedicated to keeping your systems up and running effectively. Intervoice provides several Customer Support programs to aid in the support of your Edify products. Our Customer Support Center is staffed by trained engineers and product specialists who are ready to respond to the most complex questions. They employ proven problem escalation and resolution processes. Support is available via phone support or . Customer Support Service Offering Standard Maintenance Program Intervoice provides configuration and troubleshooting support on Edify products. In addition, Edify product support will help isolate the problem on non-edify products that are listed on the Tested Configurations pages of the Edify Product Support Site. If you are having a problem with a product on the Tested Configurations list, Edify product support will help initiate contact with the other vendor's support organization, if appropriate, and stay prominently involved until the problem is resolved. The following approved thirdparty product categories are included: PC platforms and operating systems Telephony interfaces and drivers Host adapters and host connectivity software Datbase Clients & Local Databases Web servers and browsers Your Intervoice/Edify Sales Engineer can review with you the list of Tested Configurations or you can go to the Support web site at You should, of course, ensure that you have support contracts in place with all of your hardware and software vendors before you need them! Standard Maintenance Entitlement EVIP Platform and Licensed Application Product Support Full Access to Edify Product Support Site EVIP Platform and Licensed Application Upgrades EVIP and Licensed Application Software Patches Full Access to Edify Developer Network Ability to Submit a Request for Future Product Enhancements Standard Maintenance Support Criteria Updated Standard Maintenance Agreement Requires dial-in Access to the machine running your Edify product Intervoice, Inc. 1 Edify Product Support

4 Extended 24x7 Maintenance Program Intervoice provides its Edify customer base 24x7 customer support via the extended maintenance program for the Edify platform. The goal of this program is to improve recovery time in case of an Edify system production down environment. A customer support engineer is available to troubleshoot and stabilize the Edify environment to the point where the system can be brought back up to a production state. Extended 24x7 Maintenance Entitlement Access to a Support Engineer on a 24x7 basis during the time the Edify system is in a down production condition Standard Maintenance Entitlement Criteria for 24x7 Support Calls Updated 24x7 Support Maintenance Agreement Calls must be related to Edify down production environment Requires dial-in access to the Edify machine Custom Application Support Program Custom Application Support rounds out the Edify Product Support Service Offering. The service consists of a full system assessment of the customer s Edify environment to include custom applications and integration. The customer s Edify environment will be completely documented. The goal of the detailed assessment and documentation is to establish a customer footprint in the Edify environment that is currently in production as well as to provide the customer with recommendations and estimated levels of effort to optimize their applications and system setup. Qualified Customer Support engineers will be available to troubleshoot Edify applications that were previously recorded during the assessment and documentation phase. Cases reported will be handled by level 4 support. A Customer Support Manager will spearhead a committee consisting of key personnel from Edify and the customer for Open Ticket Administration to review current cases reported and for Edify Best Practices advice/mentoring. In this meeting, Edify will be responsive to any questions you may have on your current environment or future roadmap for this environment. This allows the customer to view trends on the cases reported thus far and to establish an open dialog with an Edify developer on current and future areas of concern or interest. Custom Application Support Entitlements System and Assessment and Documentation of the current state of your Edify system, including your custom applications and integration Application Support Services via Level 4 Support of the documented system Development Mentoring via regularly scheduled support meetings and Steering Committee meetings Open Ticket Administration Customized Training built around review of historical cases Custom Application Support Criteria (Only available during regular business hours) Updated Application Support Maintenance Agreement Requires Dial-in access to Edify machine An initial System Assessment and Documentation of your Edify environment to take place to set baseline Intervoice, Inc. 2 Edify Product Support

5 Contacting Edify Product Support Americas & Asia Pacific Phone: EDIFY (or ) Fax: Location: Hours: 303 Bryant Street Mountain View, CA :00AM to 5:00PM Pacific Time Monday through Friday (excluding Intervoice holidays) EMEA (Europe, Middle East, Africa) Phone: Hours: 7:00AM to 17:30PM GMT/BST Monday through Friday (excluding Edify EMEA holidays) Advantage Plan customers are given contact details for receiving emergency support (7 days a week/24 hours a day) for down production systems. Intervoice, Inc. 3 Edify Product Support

6 How Best to Engage with Edify Product Support Placing Your Call When you call Edify Product Support during normal business hours, you will be greeted by a live Technical Support Engineer. If you are an Extended 24x7 Support Plan customer and calling support after the regular business hours, your call will be taken by a dispatcher who will then contact the Technical Support Engineer. Non-business hour calls will be responded to only if the customer has the Extended 24x7 Support plan with a down production system. Opening a Case In preparation for opening a case, it will help you to complete the information needed for the Problem Log Sheet. In Appendix A of this document, you will be given tips for gathering the information. You will need to provide the Edify product serial number for which you need assistance. To speed the process, be prepared to provide the information listed below. System Information Edify serial number Edify product and version Problem Description Symptoms Error number and message text Date and time problem occurred Environment When did this activity work last? What has changed since the activity last worked? hardware software operating system application level of usage Under which conditions does the problem occur? Problem Isolation Identify the specific feature of the Edify software that caused the problem. Is the problem reproducible? The Customer Support Engineer who takes your call will open a case, enter the information into our online call tracking system, and provide you with a case number. This number will identify the case for all subsequent calls. Intervoice, Inc. 4 Edify Product Support

7 Open Case Number If you are working on an existing problem with a Customer Support Engineer, please provide your case number. By doing so, your call will be routed to the engineer working on your case. This enables us to expedite your call, review your case history, and respond to your call accordingly. Handling Your Case The process Edify product support uses to handle your case has been established to ensure your case receives prompt attention and a timely response that is consistent with the priority of your problem. Once a case is assigned to a specific Technical Support Engineer, he or she owns it until it has been resolved. Priority Levels Priority levels define the business impact a problem has on your operation. Edify product support engineers will work with you to determine the priority level of your problem and will attempt to give you answers to your questions. Priority levels are defined as follows: 1 High Your production system is down A system recovery or workaround is required immediately. Dedicated customer support personnel will work on the issue until it is resolved or a workaround is in place. 2 Medium A major feature or function has failed Edify product support will provide a workaround or patch as quickly as possible. 3 Low General technical questions Edify product support will answer requests for technical information or forward your request to the appropriate department. 4 Application Support Application Support Cases (For Application Support Maintenance Only) Edify product support will diagnose and access Edify-related applications that were previously documented for problem resolution or further escalation to the approriate party. Intervoice, Inc. 5 Edify Product Support

8 Escalation Process The Edify product support problem escalation process guarantees that problems are worked on by specialized senior engineers. Their objective is to solve your problem in a timely manner that is consistent with the assigned priority level. Edify product support management will be notified if a problem exceeds our response goals (shown below) and will determine additional resources that are required. If you do not feel you are getting the required response to your problem: 1. Call Edify product support. 2. Inform a Customer Support Engineer that you would like to speak to a manager. Please be prepared to provide your case number. Response & Escalation Time Priority Criteria Response Time Resolution Problem Solution Escalation to Support Management 1 High Production System down; the Edify Product is unusable resulting in a total disruption / product outage; there is a critical business impact. 1 hour Dedicated personnel will work on the issue until it is resolved or a workaround is in place, allowing production to resume. If a patch is required, it will be incorporated into the next software release. A fix or workaround will be incorporated into the current online knowledge base, if appropriate. Within 4 hours 2 Medium Major feature or function has failed; customer operations are severely restricted, no convenient workaround. 2 hours Provide a work around or patch as quickly as possible. If a patch is required, it will be incorporated into the next software release. A fix or workaround will be incorporated into the current online knowledge base, if appropriate. After 1 business day 3 Low General technical questions 3 hours Answer request for technical information. If outside of the scope of Customer Support, forward issue/question to appropriate internal group, i.e. sales, marketing, or education. Incorporate responses to technical questions into the online knowledge base. After 3 business days 4 App Support Custom application support question or problem analysis 4 hours Investigate and resolve current issues regarding Edify applications currently deployed in production. If outside the scope of Customer Support, technical issues will then be escalated to appropriate parties for further investigation / resolution. After 4 business days Intervoice, Inc. 6 Edify Product Support

9 Resolving a Case Your case will be closed when you agree that a resolution has been reached to your satisfaction and no further action is required by Edify product support. Reopening a Closed Case You may find that you have closed a case, yet the problem recurs. In this instance, the Customer Support Engineer will open a new case for you and will reference the old case number on the main description of the new case. Intervoice, Inc. 7 Edify Product Support

10 Appendix A Finding Your Serial Number Edify software is shipped with a sticker on the box containing the system's serial number. You will find the number in one of these formats: xxx-xxxxxxxxx or 2880-x-x-x-x-xxxxxx-xxxxx-x This number is required for proper identification of your system to enable Edify product support to provide accurate and timely support for your particular environment. If the sticker is not available you can display the serial number of the Electronic Workforce software that has been installed on your system. To display the serial number use the following steps: 1. In Workforce Administrator, click on Help in the action bar and select About to see the window shown below: 2. To see a list of the options installed on your system, click on the button labeled Options. The following window will appear: 3. When you are done, click on OK to exit. Intervoice, Inc. 8 Edify Product Support

11 Appendix B 24x7 Advantage Support Program Goals: To improve recovery time and recoverability in case of production system disaster. Service: To provide support over the phone on a down production system outside of office hours. To certify, register, and advise customer production systems for Advantage support. Note: Edify product support does NOT perform application debugging or maintenance of customer applications under this program. Qualifications: System must meet the following requirements to qualify for Advantage support: Up-to-date Edify Advantage support contract. Valid Edify Serial Number. System Hardware and Software: Production system hardware and software must be in the Edify Tested Configurations list published on the Edify Product Support Site (support.edify.com). Must have backup and restore capability. A complete backup of production system software and applications is available. All software, hardware, and documentation needed to rebuild the system are available. Up-to-date hardware maintenance contract (e.g. VanStar's 7x24 Support). Must have modem access to production system at time of service. Must have PC technician on site or available at time of service. Customer must register the system(s) with Edify product support. If the system does not meet the following requirements, disaster recovery time may be lengthened substantially: Disaster Recovery Capability Disaster recovery and backup software should be set up and tested before the system goes into production. Regular Backup and Maintenance Procedure Complete system backup should be performed after any changes (application development, upgrade, etc.) to the production system. Incremental backup should be performed regularly to backup software changes and statistics. Hardware Spares and 7x24 Maintenance 7x24 hardware maintenance contract and/or hardware spares should be available on site if needed (e.g. disks, voice cards, fax cards, etc.). Note: Intervoice/Edify does not provide hardware maintenance on your system. To recover the system without recovery software will add 5 to 10 hours to recovery time to install the operating system and the restore software from the CD/diskettes. Recovery using out-of-date backup will result in the loss of data and changes. Recreating changes (if possible) will lengthen the recovery time. In case of hardware failure, time to get spare parts will lengthen recovery time. Intervoice, Inc. 9 Edify Product Support

12 Signatures The undersigned agrees that the system or systems being registered for 7x24 support coverage comply with the above terms. Signature: Date: Intervoice, Inc. 10 Edify Product Support

Technical Support User Guide

Technical Support User Guide Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware

More information

Software Support Handbook

Software Support Handbook Software Support Handbook Welcome to Ricoh Production Print (RPP) Software Support We have produced this guide with the following objectives in mind: Introduce you to RPP Software Support Share information

More information

Support Plan Terms and Conditions

Support Plan Terms and Conditions Support Plan Terms and Conditions 1) SOFTWARE WARRANTY: A. AVST represents and warrants that all replacement parts or other software or equipment supplied under this Plan will perform substantially in

More information

Enterprise UNIX Services - Systems Support - Extended

Enterprise UNIX Services - Systems Support - Extended 1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

More information

CUSTOMER GUIDE. Support Services

CUSTOMER GUIDE. Support Services CUSTOMER GUIDE Support Services Table of Contents Nexenta Support Overview... 4 Support Contract Levels... 4 Support terminology... 5 Support Services Provided... 6 Technical Account Manager (TAM)... 6

More information

CTERA Support Policy

CTERA Support Policy CTERA Support Policy May 2015 Version 2.0 2015, CTERA Networks. All rights reserved. Contents Our Commitment to Support ------------------------------------------------------------------------ 2 Terms

More information

Technical Support Services Guide

Technical Support Services Guide Intelligent HPC Workload Management Technical Support Services Guide A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment

More information

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE

.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE .trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright

More information

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management

IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management IBM Software as a Service (SaaS) Support Handbook for IBM Cognos Sales Performance Management Contents Overview... 1 1.0 MONITORING... 2 2.0 SCHEDULED MAINTENANCE... 2 2.1 Notification... 2 2.2 Regular

More information

StorageCraft Technical Support Guide

StorageCraft Technical Support Guide StorageCraft Technical Support Guide StorageCraft Technical Support Services 2014 StorageCraft Technology Corporation. All Rights Reserved. This brochure is for informational purposes only. STORAGECRAFT

More information

Systems Support - Standard

Systems Support - Standard 1 General Overview This is a Service Level Agreement ( SLA ) between document: and Enterprise Windows Services to The technology services Enterprise Windows Services provides to the customer The targets

More information

Unitrends, Inc. Software and Hardware Support Handbook

Unitrends, Inc. Software and Hardware Support Handbook 1 Unitrends, Inc. Software and Hardware Support Handbook Overview This Customer Support Handbook details support services, contact information and best practices for contacting Unitrends Support to ensure

More information

#1 HyperConverged Appliance for SMB and ROBO. StarWind Virtual SAN Service Level Agreement

#1 HyperConverged Appliance for SMB and ROBO. StarWind Virtual SAN Service Level Agreement #1 HyperConverged Appliance for SMB and ROBO StarWind Virtual SAN OCTOBER 2015 Trademarks StarWind, StarWind Software and the StarWind and the StarWind Software logos are registered trademarks of StarWind

More information

Support Handbook. Performance EDI. October 2007. Document Title Section Title

Support Handbook. Performance EDI. October 2007. Document Title Section Title Support Handbook Performance EDI October 2007 Document Title Section Title 2 Table of Contents Welcome to EasyLink Performance EDI Support...3 Support Overview...4 Maximizing your Support Interaction...6

More information

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE

TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE I. SUPPORT AND MAINTENANCE PROVIDED A. Support Contact and Hours Information. Support for Customers who subscribe to Empirix Technical Support and Maintenance

More information

Panorama Software Software Maintenance and Technical Support Services Policy

Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for TICKETING DATABASE

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for TICKETING DATABASE IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for TICKETING DATABASE IT Services Service Level Agreement:Ticketing Database This service level agreement

More information

EXTENSION Assurance Policy Revised 12/13/2012

EXTENSION Assurance Policy Revised 12/13/2012 Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which

More information

Service from the Start Bronze with Comprehensive Coverage

Service from the Start Bronze with Comprehensive Coverage Service from the Start Bronze with Comprehensive Coverage Part Number: SSB- Service from the Start Bronze with Comprehensive Coverage is a unique prepaid program that includes normal wear and tear, as

More information

Hillstone Customer Service Overview

Hillstone Customer Service Overview Hillstone Customer Service Overview www.hillstonenet.com TWNO: SW-KB-UNI-EN-V1.7-Y15M11 Service and Support Hillstone Customer Service Overview The Hillstone Service and Support is designed to help our

More information

Technical Support Services Guide

Technical Support Services Guide Agile Automated Adaptive Technical Support Services Guide 2011 A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment

More information

MyOfficePlace Business Critical Services Handbook

MyOfficePlace Business Critical Services Handbook MyOfficePlace Business Critical Services Handbook 1. Support overview Mission statement MyOfficePlace LTD. is committed to responding quickly to your inquiries. We will help you ensure that your IT environments

More information

Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa)

Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear,

More information

SafeHaven. Support Service Plans

SafeHaven. Support Service Plans SafeHaven Support Service Plans For the most up-to-date version of this document, please forward requests to: support@datagardens.com T: 1-888-893-8045 2012 DataGardens, Inc. All rights reserved. DataGardens

More information

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis

For more information, please visit the IST Service Catalog at http://ist.berkeley.edu/services/is/calweb-iis 1 General Overview This is a Service Level Agreement ( SLA ) between and the Enterprise Windows Team to document: The technology services the Enterprise Windows Team provides to the customer The targets

More information

MASTER SERVICE LEVEL AGREEMENT (MSLA)

MASTER SERVICE LEVEL AGREEMENT (MSLA) MASTER SERVICE LEVEL AGREEMENT (MSLA) Charles Darwin University Document Owner Service Level Manager Zubair NAQVI Zubair NAQVI Version Date Revision/Description Author 1.00 16 February 2010 Creation Zubair

More information

ScerIS Support Options

ScerIS Support Options ScerIS Support Options Table of Contents Maintenance and Support... 3 Maintenance... 3 Support and Value Added Services... 4 Support and Value Added Services Pricing... 4 ScerIS Holidays... 8 Telephone

More information

fdsfdsfdsfdsfsdfdsfsdfdsfsdfsdfsdfs Square Box Systems Technical Support

fdsfdsfdsfdsfsdfdsfsdfdsfsdfsdfsdfs Square Box Systems Technical Support fdsfdsfdsfdsfsdfdsfsdfdsfsdfsdfsdfs Square Box Systems Technical Support Technical Support Agreement This technical support agreement is made between Square Box Systems Ltd, a company incorporated and

More information

Magento Enterprise Edition Customer Support Guide

Magento Enterprise Edition Customer Support Guide Magento Enterprise Edition Customer Support Guide April 2015 Thank you for using Magento Enterprise Edition Customer support is a vital part of the total Magento Enterprise Edition customer experience.

More information

Technical Support User Guide

Technical Support User Guide Technical Support User Guide 2015 Websense, Inc. Page 1 BRAVE THE NEW WORLD. 2015 Websense, Inc. All rights reserved. Websense, the Websense logo, TRITON and ThreatSeeker are registered trademarks of Websense,

More information

ESXi Cluster Services - SLA

ESXi Cluster Services - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between the customer and IST Infrastructure Services (IST-IS) to document: The technology services IST-IS provides to the customer The targets

More information

Assigning Severity Codes

Assigning Severity Codes Technical Support Service Number:SDT-051111 Version number: 2.0 Effective Date: 2 nd Jan 2010 Assigning Severity Codes The impact of a problem is a composite of many factors: the number of clients affected,

More information

Standard Success Program

Standard Success Program Support Services Apptio Customer Support is dedicated to providing customers with responsive, high-quality assistance to your inquiries regarding your use of the Apptio Subscription Services. Our support

More information

Handshake Customer Support Handbook

Handshake Customer Support Handbook Handbook Handshake Customer Support Handbook Document History Prepared By 8/1/2014 Handshake Software Version : 5.0 Caroline McManus +1 (850) 329-7845 cmcmanus@handshakesoftware.com Abstract: This Handbook

More information

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.

Greenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients. Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,

More information

Magento Technical Support Guide

Magento Technical Support Guide Magento Technical Support Guide April 2012 Thank you for using Magento products and services. Technical support is a vital part of the total Magento customer experience. We want you to get the most from

More information

Binary Tree Support. Comprehensive User Guide

Binary Tree Support. Comprehensive User Guide Binary Tree Support Comprehensive User Guide Updated: 5/14/2013 TABLE OF CONTENTS About this Guide... 4 Standard Support... 4 Advanced Support... 4 Service Level Agreement (SLA)... 5 Binary Tree Support

More information

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013.

Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013. Virtual Instruments Corporation Maintenance and Support Services Supplement Last updated on November 26, 2013. This Maintenance and Support Services Supplement ( Supplement ) states Virtual Instruments

More information

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011)

Functional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Functional Area 3 Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Description: Supervises activities of all applications systems analysis and programming

More information

Technical Support Service Description

Technical Support Service Description Technical Support Service Description www.ipanematech.com Application Performance Guarantee Ipanema Technical Support 01/10/2013 TABLE OF CONTENTS Introduction... 4 A. Technical Support Gold Service overview...

More information

Section 1 Using the Support Center

Section 1 Using the Support Center DBA SOFTWARE SUPPORT ORIENTATION DOCUMENT Last Revised: June 2012 Introduction Hello and thank you for your purchase of DBA, we welcome you as a customer. This document was prepared by the DBA Technical

More information

FPO. LifeSize Assurance Maintenance Services. Description of Services. Table of Contents. LifeSize Assurance Maintenance Services 2

FPO. LifeSize Assurance Maintenance Services. Description of Services. Table of Contents. LifeSize Assurance Maintenance Services 2 LifeSize Assurance Maintenance Services Description of Services FPO Table of Contents LifeSize Assurance Maintenance Services 2 Overview of LifeSize Limited Warranty 3 Customer Support Services 4-5 Software

More information

Topaz Installation Sheet

Topaz Installation Sheet Topaz Installation Sheet P/N 460924001E ISS 08FEB12 Content Introduction... 3 Recommended minimum requirements... 3 Setup for Internet Explorer:... 4 Topaz installation... 10 Technical support... 14 Copyright

More information

HP Autonomy Software Support Foundation

HP Autonomy Software Support Foundation Data sheet HP Autonomy Software Support Foundation HP Autonomy Software Support provides comprehensive technical support and updates for HP Autonomy Software. Your IT staff can have fast, reliable access

More information

See all, manage all is the new mantra at the corporate workplace today.

See all, manage all is the new mantra at the corporate workplace today. See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that

More information

Data Center Colocation - SLA

Data Center Colocation - SLA 1 General Overview This is a Service Level Agreement ( SLA ) between and Data Center Colocation to document: The technology services Data Center Colocation provides to the customer The targets for response

More information

STANLEY HEALTHCARE SUPPORT POLICY

STANLEY HEALTHCARE SUPPORT POLICY STANLEY HEALTHCARE SUPPORT POLICY The following describes the Support which Stanley Healthcare or an authorized Stanley Healthcare third party partner (collectively Stanley Healthcare ) provides to Buyer

More information

Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa)

Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa) Service from the Start with Comprehensive Coverage for MOTOTRBO (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear, as

More information

User s Guide. Support Services. Ver. 1.1

User s Guide. Support Services. Ver. 1.1 User s Guide Support Services Ver. 1.1 May 2011 Table of Contents 1 Support Services Description... 3 Product Warranty... 3 Premium Support... 3 2 Support Resources... 4 Self-Help Support... 4 Direct Support...

More information

Stellar Phoenix. SQL Database Repair 6.0. Installation Guide

Stellar Phoenix. SQL Database Repair 6.0. Installation Guide Stellar Phoenix SQL Database Repair 6.0 Installation Guide Overview Stellar Phoenix SQL Database Repair software is an easy to use application designed to repair corrupt or damaged Microsoft SQL Server

More information

Support Services Users Guide

Support Services Users Guide Support Services Users Guide Service Level Guidelines and Customer Support Information 845 Robinwood Ct. 3033 Orchard Vista Dr. Traverse City, MI 49684 Suite #104 231 941-9800 Kentwood, MI 49546 616-281-2000

More information

EXHIBIT B SOFTWARE SUPPORT SERVICES

EXHIBIT B SOFTWARE SUPPORT SERVICES 1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement

More information

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding Table of Contents -I. Summary -II. Service Description-Scope of OnBase Document Imaging and Workflow Service Integration

More information

Service Level Agreement

Service Level Agreement This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent

More information

Magento Enterprise Edition Technical Support Guide

Magento Enterprise Edition Technical Support Guide Magento Enterprise Edition Technical Support Guide AUGUST 2013 Thank you for using Magento Enterprise Edition. Technical support is a vital part of the total Magento Enterprise Edition customer experience.

More information

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS)

BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) BridgeConnex Statement of Work Managed Network Services (MNS) & Network Monitoring Services (NMS) 1. Introduction This Statement of Work (SOW) is an appendix to the existing Master Services Agreement between

More information

SCRIBE SUPPORT POLICY

SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY SCRIBE SUPPORT POLICY 21 DECEMBER 2015 WWW.SCRIBESOFT.COM CONTENTS Scribe Support Policy... 3 Types of Support... 4 Free Product Download... 4 Free Support... 4 Paid Support... 4

More information

Application Notes: MaxCS Connector For Salesforce.com

Application Notes: MaxCS Connector For Salesforce.com Application Notes: MaxCS Connector For Salesforce.com September 2014 Contents Introduction... 3 Requirements... 3 Architecture... 4 Configuring the MaxCS Salesforce Connector... 5 Step 1: Import the Call

More information

Service Level Agreement for Database Hosting Services

Service Level Agreement for Database Hosting Services Service Level Agreement for Database Hosting Services Objective Global Service Levels include the general areas of support that are applicable to every ITS service. The purpose of the Service Level Agreement

More information

MRV Communications Customer Support Program. 1. Overview

MRV Communications Customer Support Program. 1. Overview 1. Overview This describes MRV s support and service capabilities and terms within the. MRV shall provide the Services described below as selected and detailed on the Purchase Order for which MRV has been

More information

CENG Information Technology Services University of North Texas

CENG Information Technology Services University of North Texas CENG Information Technology Services University of North Texas for the Information Technology Services as applied To the University of North Texas College of Engineering 1.0 Agreement 1.1 Purpose CENGITS

More information

Technical Support Policies Effective Date: 25-OCTOBER-2006

Technical Support Policies Effective Date: 25-OCTOBER-2006 Technical Support Policies Effective Date: 25-OCTOBER-2006 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support

More information

Device Management Module (North America)

Device Management Module (North America) Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center

More information

TELUS Frontline Customer Care Guide

TELUS Frontline Customer Care Guide TELUS Frontline Customer Care Guide January 2010 Table of Contents INTRODUCTION... 3! CONTACTING TELUS... 4! Reporting Technical Service Issues... 4! Repair Ticket Severity Levels and Response Target...

More information

City of Hapeville, GA VC3Advantage Work Order

City of Hapeville, GA VC3Advantage Work Order City of Hapeville, GA VC3Advantage Work Order ServiceAdvantage Work Order No. [ VC3INC-1097-62019 ] under the Master Services Agreement, dated. July 1, 2015 Atlanta Columbia Raleigh 1301 Gervais Street,

More information

Support & Services. Europe, Africa & the Middle East. User Guide

Support & Services. Europe, Africa & the Middle East. User Guide Support & Services Europe, Africa & the Middle East User Guide EAME Support & Services User Guide November 2009 Table of Contents GENERAL INFORMATION... 3 OUR COMMITMENT TO SUPPORT... 3 SUPPORT CENTER

More information

Telestream Maintenance and Support Guide

Telestream Maintenance and Support Guide Maintenance & Support Telestream Maintenance and for Vantage, Vantage Lightspeed, Vantage Cloud Subscriptions, FlipFactory, Pipeline, CaptionMaker, and MacCaption 1 Copyright and Trademark Notice 2015

More information

Technical Support Policies

Technical Support Policies Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support

More information

AeroScout Industrial Support Policy

AeroScout Industrial Support Policy AeroScout Industrial Support Policy February 20, 2015 AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party

More information

WhatsUp Gold v16.3 Installation and Configuration Guide

WhatsUp Gold v16.3 Installation and Configuration Guide WhatsUp Gold v16.3 Installation and Configuration Guide Contents Installing and Configuring WhatsUp Gold using WhatsUp Setup Installation Overview... 1 Overview... 1 Security considerations... 2 Standard

More information

Request for Proposal Technology Services Maintenance and Support

Request for Proposal Technology Services Maintenance and Support Request for Proposal Technology Services Maintenance and Support Maintenance and Support July 19, 2014 Celerity Educational Group is seeking an IT consulting firm to manage Maintenance of our Network Systems

More information

ACDI s Professional Support Services

ACDI s Professional Support Services ACDI s Professional Support Services 01. Customer Engagement It s what sets us apart. Customer calls or emails ACDI with a support request between the hours of 8am and 6pm CST. Monday through Friday. At

More information

MSP Service Matrix. Servers

MSP Service Matrix. Servers Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server

More information

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB)

Unitrends, Inc Support Handbook for Unitrends Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) Support Handbook, Inc Support Handbook for Virtual Backup (UVB) Formerly PHD Virtual Backup (PHDVB) 2 Overview This Customer Support Handbook details support services, contact information and best practices

More information

IST Drupal Cloud Hosting SLA

IST Drupal Cloud Hosting SLA Table of Contents 1 General Overview 3 2 Service Description 3 2.1 Service Scope 3 2.2 Assumptions 4 3 Roles and Responsibilities 5 3.1 Parties 5 3.2 Research & Content Technologies Responsibilities 5

More information

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to

More information

Click to begin. Maitre'D Full System Backup & Restore

Click to begin. Maitre'D Full System Backup & Restore Click to begin Maitre'D Full System Backup & Restore Full System Backup & Restore This document will guide you through the Backup of the Maitre D Database from a Source computer and the Restoration on

More information

OpenText Protect. Software Maintenance Program Handbook. May 2015 WWW.OPENTEXT.COM

OpenText Protect. Software Maintenance Program Handbook. May 2015 WWW.OPENTEXT.COM OpenText Protect Software Maintenance Program Handbook May 2015 WWW.OPENTEXT.COM 1 1. Introduction Welcome to Open Text Corporation s OpenText (OT) Protect Software Maintenance Program. This handbook provides

More information

Managing Cisco ISE Backup and Restore Operations

Managing Cisco ISE Backup and Restore Operations CHAPTER 14 This chapter describes the Cisco Identity Services Engine (ISE) database backup and restore operations, which include Cisco ISE application configuration and Cisco Application Deployment Engine

More information

VMhosting Memorandum of Understanding

VMhosting Memorandum of Understanding VMhosting Memorandum of Understanding Scope of the Document This document outlines the services provided by VMHosting regarding the lease and use of virtual machines offered via the VMhosting service.

More information

Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services

Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services Managed Services Policies and Procedures Guidelines for interacting with MicroStrategy Managed Services 1 MANAGED SERVICES POLICIES AND PROCEDURES... 3 2 ENGAGING MANGAGED SERVICES RESOURCES... 3 2.1 MANAGED

More information

AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL

AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL AGILENT SPECIFICATIONS INFORMATICS SOFTWARE SUPPORT AND SERVICES GOLD-LEVEL The following terms set forth the specifications under which Agilent will provide support and services to customers who are under

More information

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS

IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICE ADDING POWER TO YOUR NETWORKS IT INFRASTRUCTURE MANAGEMENT SERVICES Nortech Remote management IT security Services provide around clock remote Management, real time

More information

HP IT Professional Help Desk for SMB Service HP Care Pack Services

HP IT Professional Help Desk for SMB Service HP Care Pack Services HP IT Professional Help Desk for SMB Service HP Care Pack Services Technical data HP IT Professional Help Desk for SMB Service gives Small to Medium Business customers a single source of 2nd and 3rd Level

More information

10.3.2015 Company Name IT Support

10.3.2015 Company Name IT Support 1 New Bond St t:+44 (0)20 7403 4031 London WC1 w:www.networkfish.com 10.3.2015 Company Name IT Support We are your reliable London based IT Support department Because you can achieve more. We are the backbone

More information

fact sheet GE Measurement & Control Bently Nevada* Technical Support Agreements Service and Expertise Delivered* Valuable Benefits

fact sheet GE Measurement & Control Bently Nevada* Technical Support Agreements Service and Expertise Delivered* Valuable Benefits GE Measurement & Control Bently Nevada* Technical Support Agreements fact sheet Service and Expertise Delivered* You rely on Bently Nevada* Asset Condition Monitoring hardware and software to manage and

More information

Managed Security Services SLA Document. Response and Resolution Times

Managed Security Services SLA Document. Response and Resolution Times Managed Security Services SLA Document Appendix A Response and Resolution Times The following table shows the targets of response and resolution times for each priority level: Trouble Priority Response

More information

FortiCompanion to Technical Support

FortiCompanion to Technical Support FortiCompanion to Technical Support Consistent service and the reliability of your security infrastructure are critical to the business success of your organization. To address these requirements the FortiCare

More information

So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk.

So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk. Help Desk How to use your Help Desk So we can deal with any issues you may face quickly and effectively, it is really important that you log them on your own helpdesk. This guide will teach you how to:

More information

QIPoint Software Technical Support Policies Effective Date: 01-December-2014

QIPoint Software Technical Support Policies Effective Date: 01-December-2014 QIPoint Software Technical Support Policies Effective Date: 01-December-2014 Table of Contents Overview... 2 Support Terms... 2 Technical Support Fees... 2 Support Period... 2 License Set... 3 Unsupported

More information

odyssey a tyler courts & justice solution

odyssey a tyler courts & justice solution odyssey a tyler courts & justice solution Real Value Every Day Support Services that maximize your Odyssey investment Our promise: predictable pricing, industry-leading technology and reliable performance

More information

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper

Improving. Summary. gathered from. research, and. Burnout of. Whitepaper Whitepaper Improving Productivity and Uptime with a Tier 1 NOC Summary This paper s in depth analysis of IT support activities shows the value of segmenting and delegatingg activities based on skill level

More information

OpenText Information Exchange (IX) Professional Services

OpenText Information Exchange (IX) Professional Services OpenText Information Exchange (IX) Professional Services Solutions Maintenance Program Handbook January 2014 (Version 1.1) Handbook IX Solutions Maintenance Program 1. Introduction Welcome to OpenText

More information

Step-by-Step Guide to Securing Windows XP Professional with Service Pack 2 in Small and Medium Businesses

Step-by-Step Guide to Securing Windows XP Professional with Service Pack 2 in Small and Medium Businesses Step-by-Step Guide to Securing Windows XP Professional with Service Pack 2 in Small and Medium Businesses 2004 Microsoft Corporation. All rights reserved. This document is for informational purposes only.

More information

HP Software-as-a-Service (SaaS) operations overview. Customer handbook

HP Software-as-a-Service (SaaS) operations overview. Customer handbook HP Software-as-a-Service (SaaS) operations overview Customer handbook Table of contents Supported software............................................... 3 Knowledge base and forum........................................

More information

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS

TECHNICAL SUPPORT. and HARDWARE/SOFTWARE/NETWORK MAINTENANCE. for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS IT Services Service Level Agreement TECHNICAL SUPPORT and HARDWARE/SOFTWARE/NETWORK MAINTENANCE for LEARNING RESOURCE CENTER MOBILE AND FIXED CLASSROOM WORKSTATIONS IT Services Service Level Agreement:LRC

More information

[name of project] Service Level Agreement

[name of project] Service Level Agreement [name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off

More information

Ohio University Office of Information Technology

Ohio University Office of Information Technology Standard Desktop Support General Overview Standard Desktop Support service level of the Office of Information Technology (OIT) is comprised of: The Standard Desktop Support (SDS) Service The general levels

More information

MCSA Objectives. Exam 70-236: TS:Exchange Server 2007, Configuring

MCSA Objectives. Exam 70-236: TS:Exchange Server 2007, Configuring MCSA Objectives Exam 70-236: TS:Exchange Server 2007, Configuring Installing and Configuring Microsoft Exchange Servers Prepare the infrastructure for Exchange installation. Prepare the servers for Exchange

More information