To better cater to our customer needs we have developed different technical support programs. These programs aim to help customers tackle any technical challenge.
Maintenance contracts
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Standard
Standard Maintenance Service includes handling of common technical questions, inquiries related with the performance of Altitude Software products, or the diagnosis and solution of technical problems from 9h00 to 18h00, Monday to Friday, except official holidays.
24x7 Maintenance Service
Customers can also subscribe to an extended 24x7 Maintenance Service for round the clock technical support over the phone as follows: From 9h00 to 18h00, working days, except the official holidays, technical support to all issues independently of the degree of severity of the reported problem. From 18h00 to 9h00, working days, weekends, and official holidays, technical support to problems of severity
Both these programs include the following deliverables:
- Technical Support - A team of Altitude product specialists is ready to answer and help with any questions regarding our solutions.
- Delivery of new releases - Availability, excluding the respective installation, of new versions of the software, correction of defects detected in previous versions and functional improvements introduced by the Altitude Software.
- Software code correction - Correction of defects of the software related to its configuration, since such defects cause serious impact on the customer’s activity and do not have an acceptable workaround.
- Altitude Upgrade Manager – automated online mechanism to upgrade customer installations to the appropriate level, based on customer profile of products deployed
- Online Technical Documentation - Through Meeting Point, access all training documentation available regarding Altitude products.
- Knowledge Base Access – In a self service mode, customers are able to log in into Meeting Point and access Altitude Customers Assistance knowledge base.
- Altitude Remote Hands On – optional remote assistance performed by Altitude Software experts into the customer system, if it provided authorization and remote access, for faster issue resolution.
