Global Customer Support – Silver Service

Overview

At AmberNet Technologies Inc., 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

Silver Service Offering

The Silver Service Offering is the foundation of AmberNet's customer Support program and provides a rich level of service to all customers. It has the following features and unique parameters:

Hours of Coverage

Under the Silver Service Offering, services are delivered Monday-Friday 9:00 a.m. to 5 p.m. CST, excluding statutory holidays. In certain countries, the Silver Service Offering may be offered with modified terms or hours of service. Upon request, AmberNet can confirm the availability of the Silver Service Offering for specific customer site locations.

Information Resources

All customer plans include:
On-line Resources - Web resources include problem reporting, access to product FAQs, and information on the latest product releases, documentation, and technical bulletins.
Ongoing communications – we furnish newsletters, technical product bulletins, Release Bulletins, Plans of Record (POR) and release and Certification Schedules.

Software Releases, Updates and Enhancements

Each customer Support plan includes software releases, software updates, and enhancements. Software releases include previous releases, product improvements and certain product enhancements, which are within the scope of a customer's software license (not included are new or separate product offerings AmberNet may bring to market). AmberNet notifies customers of software releases, updates, enhancements, and documentation through our AmberNet Global Customer Support organization. Offerings can be downloaded from the Web by the specified contact person on record within our customer database.

Customer Support Account Manager (CCAM)

GCS through its Customer Support Account Management model will provide, at its discretion, a shared Customer Support Account Manager (CCAM) who will be the customer's advocate representing the customer's needs and issues within Global Customer Support. The CCAM will arrange a regular customer conference call to review open issues. This call will give the customer and AmberNet a forum to discuss concerns, action plans, review upcoming releases, and identify future requirements and plans for development or production systems.

Service Packs and Emergency Fixes (EFixes)

Each customer Support plan includes the supply of service packs and EFixes, which may improve the performance or reliability of software without affecting the overall architecture or functionality of the product. Distribution is via a download from the Web. AmberNet does not guarantee that any patch or workaround will correct a given defect if the defect cannot be reproduced. Customers who require a fix to a critical item and cannot wait until the next regularly scheduled service pack can request an EFix. A critical problem implies that production system functionality is limited to the degree that critical business processes are impacted, or the problem is one that prevents the customer from putting the AmberNet software into production. EFixes typically address one reported issue and are only tested on the platform(s) for which they were originally reported.

Contacts

Customer Contacts

The Silver Service offering provides for 1 (one) primary and 1 (one) secondary contact, for a total of two contacts. The primary contacts must have received proper AmberNet product and Customer Support training (i.e. how to submit issues, GCS website navigation, etc), as offered by AmberNet, prior to submitting requests for support. A GCS contact is assigned to respond to customers with the Silver Service Offering. The customer's contact tracks and manages customer issues utilizing resources from other departments as needed. Customers may designate any number of communication contacts. Communication contacts may access any of the on-line informational resources; however, they will not have the special privileges of primary contacts as described below. At all times during the term of the support agreement, the customer is required to assign primary contacts and ensure that these contacts receive software training in accordance with AmberNet's suggested requirements. Customers must designate primary contacts for their chosen customer Support Plan to request support from AmberNet GCS. In the interest of timely and accurate resolution, primary contacts are the only contacts that should submit issues and ask questions to GCS.

Primary contacts may access our organization in multiple ways including Phone, Email, Web, and FTP site.

AmberNet Global Customer Support Contacts

The GCS contact is the customer's advocate representing both needs and issues. Each time an issue is submitted a Technical Support Analyst (TSA) will troubleshoot any possible defect, answer Silver business process how-to questions, or recommend a course of action for more detailed training. Customers can contact GCS by Phone and Email during standard support hours. Customers are encouraged to discuss all outstanding issues with the GCS contact. AmberNet will provide suitably qualified and experienced personnel to carry out customer Support. All personnel providing GCS services will remain solely under the control and direction of AmberNet and may also introduce additional employees or consultants with appropriate expertise to assist in the resolution of problems or the provision of other support services from time to time.

Issue Reporting

Status Report

Customers have the capability of viewing the status of all open customer reported issues by generating queries via AmberNet's Issue Management System. Please refer to the Customer Portal for specific product issue status.

Health and Maintenance Report/Reported Defects

Customers have the capability of viewing all reported problems within specific products by generating queries via AmberNet's Issue Management System. Please refer to the Customer Portal.

Customer Portal

The AmberNet Customer Portal is a password-protected area within the AmberNet website that is available only to AmberNet customers. The portal contains a wealth of information to aid in customer integration efforts and keep customers abreast of upcoming releases.

When customers access the AmberNet Customer Portal, they may:

  • Download AmberNet software
  • Retrieve technical documentation
  • Access AmberNet sales and marketing information
  • Access AmberNet training schedules
  • Download technical white papers

Access the AmberNet Customer Support Portal:

  1. Go to URL: http://support.ambernettech.com/sf/projects/helpdesk
  2. LOGIN using your User ID and password
  3. Click the Tracker link to enter an issue.
  4. Click on the Documents link to download Product documentation
  5. Click on the File Releases to download available software releases

Customers should contact GCS if they experience any problems accessing the AmberNet Customer Portal.

Enhancement Request Process

For requests to change or add functions, please contact your CCAM for product-specific enhancement processes.

Product Enhancement (Non-Funded)

A non-funded product enhancement request is a request to change or add functionality to the product, which may be considered part of AmberNet's future product strategy. However, AmberNet does not formally commit that these requests will be delivered in a targeted release.

Product Enhancement (Funded)

A funded product enhancement request is made to change or add functionality that would otherwise not be undertaken by AmberNet. The requested change to the product is not currently planned for a future release or, though planned for a future release, the change is required prior to the scheduled date of the release. This type of request is chargeable to the customer. AmberNet will provide a full evaluation of the funded product enhancement. This response will include terms and conditions, a requirement definition, the cost and timeframe for delivery, and the procedure for acceptance of the request. Upon written acceptance of the evaluation by the customer, Ambernet will perform the necessary work to develop the enhancement.

Silver Service Offering — Additional Highlights

  • Unlimited number of service requests
  • Unlimited access to our Web resources
  • Complementary software upgrades for functionality already purchased
  • Remote access to the customer system for diagnostic review
  • Formal escalation path

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.