Program offer

Premier Support includes a set of proactive services, aimed to prevent system failures, by periodically checking systems and applications performance, complemented with expert analysis in formal customer reports.

Technical Account Manager (TAM).

The TAM has a broad vision of all Altitude Software products and services and is positioned to advise customers at all operation levels. The TAM main goal is to continuously improve customer satisfaction towards Altitude Software products and services. His main functions include:

• Proactive management of customer problems and questions
• Technical advisory
• Periodical meetings with the customer to review all pending issues, at least one onsite meeting each quarter
• Scheduling of meetings with Altitude Software top executives
• Customer "Ambassador" within Altitude technical areas.

Regular systems monitoring

• Proactive monitoring and tuning of Altitude Software products service
• Regular service with weekly reports (or once every two weeks)
• The tasks to do each week vary in order to cover all areas
• This service is usually made remotely although there may be some onsite interventions
• Issues discovered while executing this service are handled automatically to standard technical support and start to be solved immediately
• Regular patch instalation service

Regular Patch Installation

• Software upgrades
• Verify the patch-level of Altitude Software products
• Prepare the patches to install Install the most recent patches
• Document all actions performed
• Report all activities done and measures advised

One-off auditing packages

• The tasks will cover configurations check, activity monitoring and system dimensioning
• Software updates
• Patch-level verification of all Altitude Software products
• Recommendation for the most appropriate patch levels
• Report of all activities done and recommendations made

Patch installations

• Verify the pacth-level of all Altitude Software products
• Prepare the patches to install
• Install the most recent patches
• Document all actions performed
• Report all activities done and measured advised

Database tuning

• Database and log-file cleaning
• Storage space increase
• Software upgrades
• Report all activities done and with recommndations and conclusions

The premier support services are complementary to standart or 24x7 maintenance contracts.
Altitude Software Premier Support offers a wide range of fully customizable options according to the needs of the customer; from the TAM’s level of involvement, the proactive service to choose, the periodicity and scope of the service. the periodical proactive service can be performed without the TAM service package.

Additional, Premier Support options include on-off auditing packages and Premier Support Light without TAM and basic proactive services.

Premier Support Highlights

• Diversified and fully customisable offering;
• Close relationship between the customer and Altitude Software (through the TAM);
• Proactive services;
• Workshops, white-papers and meetings;