PrismTech’s Gold Support and Maintenance Program provides the highest level of support for business critical applications using PrismTech’s products and is customizable to meet customer requirements:
- Clearly defined Service Level Agreement (SLA), with precise problem report acknowledgment and response times
- Web reporting and tracking of product questions and incidents
- 24x7 Coverage
- Automatic Problem Escalation
- Premium Response Times
- Continuous effort 24x7 on high severity issues
- On-site assistance
- Dedicated Technical Engineers
- Technical Account Manager
- Knowledge Base
- Update Center for download of Maintenance Releases and product patches
- Minor Releases
- Major Releases for 20% of license list price
This program provides the following benefits to customers:
- Defined Service Levels
- Access to dedicated technical engineers to help resolve issues or answer technical questions
- Access to a wealth of on-line information through the growing database of technical articles, resolutions and advice
- Downloadable releases and patches
- Email notifications of new product releases and updates
- Personalized service from a Technical Account Manager
- Problem report status and regular Technical Account Manager reporting/meetings
This program provides the following additional benefits to customers:
- Round-the-clock coverage
- Fastest resolution of problems - 24x7 engineering for highest severity issues
- Ensures highest levels of availability
- Ensures highest levels of accessibility
- Enhanced Technical Account Manager service with automatic problem escalation
More support levels
Standard Support and Maintenance Program
Standard Support offers an annual agreement designed for the developer or end user requiring 8x5 standard assistance.
Find out moreSilver Support and Maintenance Program
Silver Support offers an annual agreement designed for the developer or end user requiring extended cover times and onsite assistance.
Find out more