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Silver support program offers one of the highest quality
standard of service available industrywide for the basic
support requirements of our customers. This program provides
support on a smaller scale and at a lower cost to meet the
needs of smaller companies. Silver support provides a designated
contact with a total of ten issues processed through any
combination of technical support and online services. One
contact is assigned from the customers help desk to communicate
with our support center, if this does not suffice, additional
contacts may be purchased at any time.
Coverage
hours are 9am to 5pm in a defined time zone. Critical issues
are given a priority rating. For example, a Level 1 issue
is guaranteed a response from a Rushmore engineer in 4 hours
and a Level 2 issue is guaranteed a 'next day' response.
Silver support features:
Limited
Service Requests.
PriPriority
Access.
Agreed
Response Time.
Full
Support Desk Access.
Limited
Web Site Access - access to FAQ's, Tech Tips, Non committal
electronic issue submission, FTP access.
Set
Coverage Hours.
Upgrades/bug
fixes - proactive notification.
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