In addition to the three Technical Support Programs, customers who have subscribed to an existing support program may also take advantage of Per-Incident Handheld Support (please see program details below as handheld support is not included in some programs)
| Software Updates
Software Assurance entitles customers to take full advantage of the latest benefits and features with the latest software releases of MobileAccess and related software components. |
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Support Portal
The TenDigits eSupport Portal provides access for Named Contacts to the latest version of MobileAccess, documentation and guides, the technical Knowledge Base and Support Case management. |
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| Knowledge Base
Access to the knowledge base will provide your engineers with direct access to the self-service knowledge base. Often times, the answer you need has already been documented and can easily be found. |
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| Named Contact
You must designate Named Contacts (technical contacts) from your organization’s IT/MIS department as the direct point of contact for TenDigits Technical Support representatives. |
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Email Support
Email sent to support guarantees an email response within 1 business day. Response time is calculated upon receipt of email during business hours. If email correspondance is received outside of business hours, response time is calculated starting the following business day.
*** response to support requests received by non-Named Contacts/non-Certified Engineer contacts may be delayed. |
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| Operating Hours (9am-5pm)
Monday to Friday, 9am to 5pm Pacific Standard Time Unless specifically noted, TenDigits offices observe Canadian Federal holidays. |
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| Extended Operating Hours (6am-6pm) |
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| Toll-Free Telephone Support
North America (US and Canada) Toll-Free: +1 (866) 538-8938
International customers: Direct +1-646-240-4049 |
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| Priority Queuing
TenDigits Software strives to provide a superior level of support to all customers. However, when priority levels must be established due to increased support requests, customers who subscribe to priority queuing will be guaranteed faster response time. |
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| Rapid Response - Level 1 (8hr)
Level 1 rapid response guarantees a response from TenDigits Technical Support within 8 business hours. |
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| Rapid Response - Level 2 (4hr)
Level 2 rapid response guarantees a response from TenDigits Technical Support within 4 business hours. |
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| Rapid Response - Level 3 (2hr)
Level 3 rapid response guarantees a response from TenDigits Technical Support within 2 business hours. |
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| Virtual On-Site Support Engineer
TenDigits Technical Support may choose to utlize various online tools to allow remote access to customer premises via the Internet to investigate and possibly resolve issues. The customer does not normally require any additional configuration to their infrastructure to enable the use of these tools. |
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| Technician-To-Site Assistance
Certain serious or critical issues may require on-site technical assistance. When these issues occur, your custom support contract ensures that a technical representative is available to travel to your location in as little as 24 hours to assist you. |
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| Handheld Device Support
Direct connection to the problem handheld to resolve installation or operational issues. Due to numerous versions of handheld hardware and versions of software, handheld installation issues may occur. Handheld device support for the installation of 3rd party applications are generally provided by the handheld manufacturer, mobile operator/wireless carrier or possibly by your Certified MobileAccess Partner.
This program includes 2 free handheld incidents. Additional support is available through the Per-Incident Handheld Support Program. |
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| 24x7 Emergency Support
International or customers with global operations may choose to select mission-critical telephone and email support services 24 hours a day, 7 days a week. |
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Dedicated Support Manager
The Support Account Manager is a member of the TenDigits Technical Support team responsible for your company receiving priority attention and follow-up on any outstanding issues. The Support Account Manager will understand your business environment and be responsible for:
- Monitoring your support activity
- Escalation path for support issues
- Conference call scheduling to review status of open issues
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| Executive Sponsorship
In the unlikely event that our Technical Support team is unable to provide a resolution, fix, workaround or status update that completely satisfies you, you can consult with an Executive Sponsor - a TenDigits executive who will hear your concerns and decide on an appropriate course of action. |
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