Premium Support

You’re charged with preventing security breaches, implementing new functionality, and maintaining a stable environment. This can be daunting in a static setting, but in the face of constant technological advance, it can be overwhelming.

Our Premium Support options augment your Subscription support to help you get the most from your IT investment. These á-la-carte services reduce your IT staff's workload so it can focus on growing your business. Because every organization has different needs, you can choose the support that will cater perfectly to your needs.

Premium Support Offerings
  • Premium Support Engineers
  • Project Support
  • Service Account Manager
  • Advantage Incident Packs
  • On–Site Support
  • Scheduled Standby
  • Health Check

System Requirements

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, and service up to 30 incidents a year.

Primary Support Engineer

A Primary Support Engineer (PSE) provides both proactive guidance and reactive problem resolution, visiting you onsite periodically during the year to stay in touch with your team, and to stay familiar with your environment and initiatives. With the purchase of a Priority Subscription, the PSE is available 24x7 by phone for emergency situations.

Dedicated Support Engineer

A Dedicated Support Engineer (DSE) works full-time onsite at your business, supporting your business as the primary focus of their activities. They solve problems, perform proactive maintenance, and leverage close ties to our support and engineering teams to escalate your issues to the highest priority. There is no stronger support relationship available than that of the DSE.

What people are saying about Premium Support