Global Customer Support – Gold Service

Overview

At AmberNet, our goal is to deliver solutions that meet or exceed established standards of performance and quality to help our customers achieve their business objectives. Pursuant to that goal, we have designed and implemented a Global Customer Support (GCS) program that offers several levels of support, enabling the customer to select the level that is best tailored to the needs and requirements of your organization.

Global Customer Support Service Offerings

    Silver Gold Platinum
Global Customer Support Offerings Help Desk image image image
Technical Support image image image
Unlimited Issue Submission image image image
Shared Account Management. image image image
Access via Web, Email, Phone image image image
FTP access image image image
Software Upgrades image image image
Enhancement Requests image image image
Client-Specific Report of Open Issues image image image
Customer Primary Contacts image image image
Monday - Friday AmberNet business hours (unless defined in contract) image image image
Optional Services 24 X 7 for Sev 1 Issues   image image
Dedicated Technical Support Analyst     image

Gold Service Offering

GCS’s Gold Service Offering is designed for those customers with larger/complex business critical implementations. The Gold Service Offering builds on the Silver Service Offering with all its inclusions, and provides for the following additional enhanced services:

Gold Hours of Coverage

The Gold Service offerings extends support coverage to 6 days per week. In addition, the Gold Service Offering allows a customer to call GCS on a 24 x 7 basis for Severity 1 emergency conditions, as outlined in the Severity definitions. In certain countries, the Service Offering may be offered with modified terms on hours of service. AmberNet can confirm the availability of the Gold Service Offering for specific customer site locations.

Additional Contacts

The Gold Service Offering provides two additional customer contacts that can log issues and ask questions, bringing the total number to two primary and two secondary contacts.

More Information

For more information pertaining to GCS, including issue escalation & management process and the various terms/policies and conditions governing your support contract, please refer to you Support & Maintenance Agreement.