Support Services

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Support Services

Edios Support is designed to provide a premium level of support to worldwide customers that require a direct line of contact and access to the support team. Edios delivers tailored and flexible support solutions built to meet customer specific business requirements.

Edios Support enables you to:

checked-checkbox-xxlProvide world-class technical support to your end-user customers by supplementing your localization and development staff with Edios expertise
checked-checkbox-xxlReduce system downtime and increase system availability with proactive technical services
checked-checkbox-xxlDownload maintenance packs released during the subscription period

The Benefits of World-Class Support

With Edios Support, customer receives superior support that increases productivity and maximizes the value of investment in Edios. Benefits include:

checked-checkbox-xxlAssistance from Edios Technical experts for via the web, email or telephone
checked-checkbox-xxlweb access to rich technical resources and a repository of technical best practices
checked-checkbox-xxlSolutions-based on global standards and best practices to ensure consistent, accurate support

Components of Edios Support

Edios Support offers direct access via Web, Email and Telephone to our skilled staff of technical analysts for problem resolution, bug reporting, and technical guidance. Assistance and problem resolution include:

checked-checkbox-xxlHigh quality problem analysis and responsiveness
checked-checkbox-xxlPrioritization of problems based on problem severity
checked-checkbox-xxlPre-announcement of maintenance releases, product updates and patches

Edios support specialists are trained in problem analysis and take a focused and structured approach to solving critical and time-sensitive issues. Their rigorous technical and customer training, combined with practical hands-on experience with Edios products and operating systems, ensure consistent, reliable, and knowledgeable response to your questions and problems.

Support Package Comparison
Support Features Silver Gold Platinum
Online Portal star_03 star_03 star_03
Email Support star_03 star_03 star_03
Phone Support star_03 star_03 star_03
Business Hours Support Level 1 star_03 star_03 star_03
Business Hours Support Level 2 star_03 star_03
Business Hours Support Level 3 star_03
Monthly Health Check star_03 star_03
Yearly Health Check star_03
Dedicated Support Resource(s) star_03
Normal Request Response Time 9 Business Hours 5 Business Hours 3 Business Hours
Important Request Response Time 5 Business Hours 3 Business Hours 2 Business Hours
Critical Request Response Time 3 Business Hours 2 Business Hours 1 Business Hour