Software Maintenance Assurance Program
Support Program Components
Customers are entitled to receive all new versions and upgrades during the SMA period. These upgrades, along with interim service packs, will be made available for distribution by manual download.
Manual updates are also available for users that want to disable the live update and/or want to keep a copy of the latest version available.
For all products upgrades available during the period of the SMA the clients are notified by email. All clients are entitled to receive all upgrades available during the period of the SMA even if the SMA has expired.
Technical support is provided in the following ways:
- E-mail Support
- Phone Support
- Remote Assistance
- Installation Assistance with “mst” file creation for silent deployment for company licenses
Customer Support Representatives
Customer Support team is staffed by skilled and knowledgeable Service Representatives trained to identify and solve problems in a minimum amount of time. They’re backed up by a strong technical team, an extensive knowledge database and an on-line tracking system – all designed to insure you get outstanding support when you need it.
The Support Department is dedicated to provide the highest quality, most accurate and dependable support to customers, ensuring that customers’ experience is pleasant and effective.
Hours of Operation and Contact Info
Standard Customer Support Center working hours are Monday to Friday, 02:00 – 18:00 EDT (8:00am – 12:00 Midnight CET). There is also available agent on duty during weekends.
For support requests received during normal working hours, the initial response time is between 4 and 12 hours, depending from the priority. In case the request is received outside these hours, the response time is measured from the start of the next business day.
Resolution time depends from the request type. For regular service requests connected with the license, downloading, installing or using the products, the resolution time is between 4 and 48 hours.
In case of reported defects, or required change requests and improvements, the resolution time will depend from the severity of the defect/request and the time until the next product release or patch where the fix will be applied.