Our Tiered Support
Enterprise Support Silver
The foundation services upon which all other levels of service are built upon. Key benefits include:
- Personal touch to service delivery. Direct access to Support Services
- Automated escalation management
- Engagement of Vendor Services
Enterprise Support Gold
All of the above, as well as additional services which include:
- Designated Technical Account Manager (TAM). You will have direct access to a senior-level resource (your TAM) who will maintain an in-depth knowledge of your specific product, environment and architecture. Soon, you will be thinking about this person as an extension of your own technical team.
- Maintenance of system configuration, architecture diagram, and documented enhancements.
- Enterprise Silver
- 24/7 Support
- Technical Account Manager
Enterprise Support Platinum
The highest level of support services, it provides all of the Silver and Gold offerings, as well as services generally considered outside the scope of support and application maintenance services. Key benefits include:
- Extended coverage – 24/7 for all Severity 1 and 2 issues.
- Annual Review. An implementation review, headed by your TAM, will be a collaborative session. This will include a review of support activity, and a proactive ‘health check’ of your complete solution.
- Application replication within the TEAM Data Center
- Provides extended coverage for custom functionality – integrations, websites, components.
- Bundled consulting hours for additional services such as assistance with architecture configuration changes, upgrades, enhancements, system migrations, performance evaluation, and website development.
- Includes application patch and critical update management, metadata & security model maintenance for routine updates, and general system and error log monitoring.