|Dedicated customer portal||Yes||Yes||Yes||Yes|
|Product installation and training sessions||Yes||Yes||Yes||Yes|
|8/5 support coverage window (within the customer local time zone)||Yes||Yes||Yes||Yes|
|Response time for Priority 1 incidents *||3 hours||2 hours||1 hours||30 min.|
|Toll free phone support during the subscribed coverage window||-||Yes||Yes||Yes|
|24/7 Support coverage window||-||-||Yes||Yes|
|Incident management reports and statistics||-||-||Yes||Yes|
|Customer satisfaction survey management||-||-||Yes||Yes|
|Service quality assessment program||-||-||-||Yes|
|Access to online support knowledge base||-||-||-||Yes|
Add these additional services to your plan
Configuration and ongoing remote database administration (DBA) support
This service applies to databases deployed as part of a Software Group solution. We will configure the database on a virtual machine provided by the customer. We will also regularly perform additional database maintenance tasks, like indexing so that DB performance degrades less in time. Additionally, backup policies are made and maintained as a service.
Setup and remote infrastructure business continuity (BC) monitoring & alerts
Software Group staff will offload the customer’s IT Infrastructure staff from monitoring the servers they have supplied for our solutions to be installed on. Monitoring and alerts mean that potential issues are discovered early on and service interruptions are shorter.
Server infrastructure sizing and architecture design
We provide a high-level description of what computing resources are needed to run our applications. Then we size it according to customer needs and expected workloads. This way customer’s IT staff are saved a lot of efforts when building the infrastructure needed to run our solutions.
Full server infrastructure setup and systems administration
The Customer IT Staff is offloaded from setting up the computing resources that are needed to run the Software Group solutions. Our staff will do the system administration to create and maintain the various virtual machines needed.
Quarterly systems security tests/report
Every 3 months we report the results of tests designed to discover any gaps in security processes. This serves to improve those processes and ensure compliance with financial regulation and international standards.
Trainings for existing customers (additional charge)
Providing additional training would organically reduce the amount of assistance our clients require on a daily basis by parrying upcoming issues with better acumen.
Scope of trainings:
- Product Trainings
- Deployment Trainings
- Database Maintenance
- Support Process & Basic Troubleshooting Guides
If you are interested in purchasing additional services, kindly contact your Account Manager or Support at the Service Desk https://jira.softwaregroup.com/servicedesk/customer/portals , write an email with a description of your case to firstname.lastname@example.org or call the 24/7 number: +12027548475