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Support and Maintenance Services
Fexsoft is committed to leveraging our technical support expertise and infrastructure to ensure that you maximize your software investment. Our highly competent support staff is committed to provide reliable and timely resolution to your software operational issues using state-of-art software virtualization and internet-based remote support technology. Every customer support request is tracked and managed through our web-based issue tracking system to ensure mission-critical problems are resolved promptly. In addition, we communicate with you closely so that you are updated on the progress. Our service philosophy is to provide the best information and solutions, in order to keep your business up and running. We emphasize on preventive maintenance to minimize unplanned system downtime during normal operational hours. Our customers can take advantage of the following support package: · Premier 7×24 support |
Premier 7×24 support
Premier customers benefit from a custom support plan tailored to their specific business and technical requirements. Around-the-clock coverage, on-line & on-site support, and a designated Key Account Program Manager help ensure the highest level of system availability.
>>Premier Support Plan Highlights:
· Phone and email support for all issues, Monday–Friday (9am-6pm)
· On-line support for all issues, Monday–Friday (9am-6pm)
· On-site support for all issues, Monday–Friday (9am-6pm)
· After-hours emergency support for critical issues 24 x 7 x 365
· Unlimited number of support hours
· Priority call handling
· Software updates
· Discounted upgrades
· Designated Key Account Program Manager
· Annual server preventive maintenance program
Standard 5×8 support
The Standard Support Package provides a leading class of service for organisations needing reliable and prompt support for their applications. The Plan provides phone and email support, on-line & on-site support for a minimum of 100 hours per year. Standard Support Package customers are also given priority access to telephone support.
>>Standard Support Plan Highlights:
· Phone and email support for all issues, Monday–Friday (9am-6pm)
· On-line support for all issues, Monday–Friday (9am-6pm)
· On-site support for all issues, Monday–Friday (9am-6pm)
· Eligible for a minumum of 100 hours for both on-line and on-site support hours.
· Priority call handling
· Annual server preventive maintenance program