ezuce Procare TM Technical Support Services ezuce Inc. 2015

Transcription

1 ezuce Procare TM Technical Support Services ezuce Inc. 2015

2 TABLE OF CONTENT ezuce Procare TM Introduction Benefits ezuce Differentiation Why Procare TM Tier 1-3 Tech Support Offerings Premium or Extended Packages Contact Us Get Started 2

3 Introduction Procare Benefits Resourceful Collaborative ezuce Procare is a comprehensive technical support offering for ezuce s customers and partners. ezuce utilizes its own Uniteme, Reachme, and Viewme products, which fully integrate with best-practice enterprise applications, to provide excellent customer experience in supporting these very products. Get the latest information on product release notes, announcements, and downloads Prompt Get access to the sipxcom open source community which is led and steered by ezuce Extensive Get quick responses, remedies, and final resolutions within our firm SLA terms Get global coverage with premium and extended support options for tier 1 and tier 3 services 3

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5 ezuce Differentiation Ultimate Customer Experience ezuce takes a unique approach in taking care of its customers by utilizing the very same products it markets. We use our own Uniteme, Reachme and Viewme products, fully integrated with best-practice enterprise applications, to provide excellent customer experience. Reachme Uniteme Viewme Jira The Procare Ticketing System is custom-offered from the Zendesk cloud. For the text-loving crowd, support@ ezuce.com provides a simple entry point. A skills-based Reachme contact center is available for voice callers, especially handy for addressing severity 1 or 2 issues. Procare Ticketing System is integrated with ezuce s agile development and support processes on the back-end. ezuce uses its own Uniteme product capabilities to expedite effective communications to deploy the right subject matter experts onto right issues at the right time. When needed, Viewme brings the ezuce subject matter experts and support personnel in visual touch with customers and partners for joint analysis of problems and driving to consensus on quick remedies. Deep in the development roots, the ezuce team leverages Atlassian s JIRA to track and release-plan bug fixes and enhancement requests. 5

6 Procare Offerings Directly offered by ezuce or our partner community Tier 1 & Tier 2 Tech Support Services Augmented Tier 3 Technical Support Services Simple and complex configuration assistance Software upgrade support Physical level problem isolation & resolution Interoperability problem isolation Delivery/installation of resolution for problems Detailed analysis of problems isolated or attributed to ezuce software Creation and documentation of Fixes, Patches or Workarounds for problems isolated to ezuce software, certified OS or certified server hardware of applications Lab duplication, analysis and fix of frequent or consistent configuration problems, customer/partner reported field problems, or interoperability problems Inclusion of fixes in QA tested releases 6

7 Support Packages Premium Support Extended Support Access to Procare Tier 1 or Tier 3 technical support services from Monday through Friday, 2:00 am EST 8:00 pm EST for Severity Level 1-3 issues in accordance with Procare Service Level Assurance (SLA) terms, except for US national holidays. Access to Procare Tier 1 or Tier 3 technical support services through 24/7 coverage, including national holidays, for Severity Level 1-3 issues in accordance with Procare Service Level Assurance (SLA) terms, except for US national holidays. 7

8 Service Level Agreements ezuce takes pride in adhering to these stringent Service Level Assurance (SLA) terms to assure customer satisfaction. Procare SLA Severity Response Time Relief Time Resolution Time 1 - Critical 60 minutes 2 hours 1 week 2 - Major 20 hours 24 hours 2 weeks 3 - Normal 1 day 30 days* Next major release** (*) Based on urgency level (**) Provided next release is more than 60 days out 8

9 Get Started For more information about ezuce Procare technical support services please visit us at Or you can us at or call us at

10 About ezuce ezuce is an innovative technology company that provides a visually integrated unified collaboration environment to small and medium enterprises. The company leverages a commercial open source software and service model to deliver industry leading value to its customers and partners. be there ezuce is changing the way people collaborate within the enterprise. By emphasizing visual interaction, the human factor and user centricity, ezuce software and service solutions enable individuals and teams to collaborate on their terms, to be there for the business at the right time, the right place, and on the right device. ezuce Origin TM (formerly known as openuc) is an open software platform that supports any end-user device while delivering virtually unlimited scalability, robust functionality and flexible cloud/on-premise deployment options. Combined with an open-source economic model, ezuce Origin TM slashes both operating and capital expenses, to deliver unprecedented value among enterprise-class telephony and collaboration vendors. 10

11 GET IN TOUCH or learn more at ezuce.com ezuce, Inc. 300 Brickstone Square, Suite 104 Andover, MA