Our Premium Support options supplement your current support to help you get the most from your IT investment.

It's never easy to stay up to date with the latest technology, and with ever-changing advances, it often seems next to impossible. You need to prevent security breaches, implement new functionality and maintain a stable environment. These á-la-carte services will help lighten your IT staff's workload, allowing it to focus on what's important to you—growing your business. And since every organization has different needs, you can tailor our service to meet the unique requirements of your business.

Choose one or more of our Premium Support offerings to help you lower costs, manage complexity and mitigate risk:

Premium Support Engineer

Choose the level of support you need:

Assigned Support Engineer
An Assigned Support Engineer (ASE) provides the first level of personalized support, managing issues from recognition to resolution. Assigned Support Engineers are available over the phone during business hours.

Primary Support Engineer
A Primary Support Engineer (PSE) solves problems and provides proactive maintenance on your business systems. Because they are assigned to only a few accounts, these engineers can give you more of their time and develop a more personalized technical support relationship with your business. A Primary Support Engineer will visit you on-site periodically during the year and, with the purchase of Priority Maintenance, are available 24x7 by phone for emergency situations. Our PSEs are located in major cities and near our field offices, allowing them to have a closer relationship with their customers while maintaining a tight link to our support infrastructure.

Dedicated Support Engineer
A Dedicated Support Engineer (DSE) serves and supports your business as the primary focus of their activities. They solve problems, perform proactive maintenance, work closely with our resources to resolve issues and work onsite at your business. There is no stronger support relationship available than that of the DSE.

A Premium Support Engineer (PSE) solves problems and helps you proactively maintain your business systems. The skills and resources to support these complex systems are hard to find, especially if you've tailored your solutions to specifically fit your business. We have the answer. With a Premium Support Engineer, you have direct access to a named and highly experienced expert who will:

  • Understand your technical environment and get to know your in-house team by working closely with them
  • Be proactive to help you get more from your investment
  • Help your team address changing needs and avoid technical problems
  • Respond quickly to design appropriate solutions to fix even the toughest issues
  • Help you avoid downtime, minimizing costs and business disruption
Dedication Level Assigned Contact* (Up to 30 Incidents) Semi-dedicated Contact Fully Dedicated Contact
Onsite Optional Up to four days per year Up to four days per week
Response by Phone 1 hour 30 minutes 15 minutes
Hours of Access Business Hours* 24x7x365 for Severity 1 with Priority
12x5 with Standard
24x7x365 for Severity 1 with Priority
12x5 with Standard
Service Account Manager Included Included Included
Health Check Optional 1 2
Service Summary Reports N/A Quarterly Quarterly

*Although ASEs are only available during business hours, if their customer has a 24x7 subscription, the customer may contact the Support Center 24x7 to work a Severity 1 issue with another engineer and then escalate that issue to the ASE during business hours.

**In Canada the ASE delivers 200 hours of support instead of 30 incidents.

Project Support

Access the services of an Assigned or Primary Support Engineer on a quarterly basis to address the shorter-term needs of technology transformation projects. These resources focus on helping you make the transition from implementation to production, so benefits vary slightly from the same resource purchased on an annual basis. Learn More ›

Service Account Manager

Personalized account management has proven to be tremendously valuable to our customers. Your Service Account Manager (SAM) develops a close working relationship with your business to gain an in-depth knowledge of your technical support needs. A Service Account Managers acts as your advocate, coordinates the efforts of support personnel on behalf of your business and will facilitate the shortest possible resolution times for your critical issues.

Whenever you feel the need to escalate an issue, your SAM is your point of contact and will ensure your concern is quickly resolved to your satisfaction—while keeping the wheels of progress moving so you can get your systems back on track and your end users back to work as quickly as possible.

Not only will your SAM react quickly in times of need, he or she can also proactively assist you as you plan for future technology projects, identify training needs and more. Your SAM will host regularly scheduled meetings or conference calls to review your support history. During these service reviews, you'll be able to discuss support challenges, which your SAM will then help resolve. Based on your history and feedback, your SAM will make observations or recommendations for training opportunities, process improvements, health checks, on-site visits and other activities that will improve your support experience.

Advantage Incident Packs

For serious or complicated issues, you may need a higher level of service provided by a senior support engineer. Advantage Incidents allow you to get fast access to an expert for a specific number of your most critical issues. Senior Support engineers are staffed to respond to your support issues in an hour or less during local business hours. You choose when to use your normal support channels and when to use your Advantage Incidents, ensuring that extra assurance is ready when your business needs it.

On-Site Support

When the unexpected occurs, we can send an expert to help you bring your systems back online. On-Site Support delivers highly skilled and focused resources when you need them, without the cost of hiring or training staff. Our On-Site Support engineer works alongside your team during and directly following system changes. If your environment is complex, you may choose to purchase time with multiple engineers, each with a different area of expertise. In addition, all On-Site Support engineers have access to the expertise of our entire technical support organization and the latest product and troubleshooting information.

Your staff members will also learn best practices from our On-Site Support engineers, enabling them to quickly and efficiently solve future problems. You will be able to lower IT costs and heighten productivity throughout the department because staff will reduce downtime and spend more time focused on strategic initiatives, ensuring you maintain a distinct advantage over your competitors.

Health Check

With tightening IT budgets, it’s important to get the most from your IT infrastructure. Optimizing your existing systems is more cost-effective than replacing them. We can help. Our customers can take advantage of a Health Check, a formal systems review and analysis. One or more highly experienced technical support engineers will perform the Health Check by conducting an in-depth review at your site or remotely. The team will analyze your environment in great detail, with the aim to optimize performance and reliability. If you have concerns about certain areas, the Health Check team will assess them in particular depth.

After this analysis, the team will prepare a comprehensive report for you that offers detailed technical recommendations specific to your environment and business issues. The Health Check team designs its recommendations to help you improve your network manageability, which leads to enhanced performance. The report will also include recommendations for enhancements, upgrades and new directions for your configuration. If you choose to transform your environment, we can work with you at every step. Our talented support engineers help smooth the way by eliminating implementation glitches and getting intimately acquainted with your systems and business. And after your solution is in place, you can continue to contact an engineer with unique knowledge of your business through one of our available Premium Support packages. We combine our unique knowledge of your business with a wide range of Premium Support options, from phone support to dedicated on-site resources.

Scheduled Standby

Scheduled Standby allows you to schedule a support expert to provide assistance while you make system changes, including during routine maintenance. In essence, whenever you do anything that may pose a risk to your operations, the designated support expert is there, ready to help. Simply contact your standby support engineer two hours before your planned activity to discuss exactly what you’ll be doing—and your support engineer will advise on the best course of action. With a technical expert ready to assist, you’ll be able to accomplish tasks quickly and avoid surprises.

All packages expire in 12 months

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