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Effective from February 2020Revised March 2021

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

Technical Account Management

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