Effective from February 2020Revised March 2021
|Table of Contents|
- Providing a suggestion/solution to the Customer/Partner to assist in resolving the incident.
- Requesting additional information that is required before troubleshooting can commence.
|Product Upgrades||Ability to upgrade to the latest product versions|
|Portal Support||Access to our Support Portal|
|Email Support||Access to receive technical support via email|
|Phone Support||Access to receive support by calling one of our area offices|
|Remote Session Support||Access to host screen share sessions with our support team|
|Max Customer Contacts||The number of contacts permitted to submit incidents to support|
|Annual Remote Health Check||Upon request, a yearly 1 hour virtual meeting to review product configuration, best practices and optimizations|
|Annual Onsite Health Check||Upon request, a yearly half-day onsite meeting to review product configuration, best practices and optimizations|
|Technical Account Manager||An assigned senior member of the Technical Support team, to act as customer advocate and host regular meetings to ensure overall account health|
|Severity 1-2-3-4||Product severity of the incident, described further in the Handbook|
Technical Account Management