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| TenDigits Technical Support Programs | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Introduction TenDigits Software appreciates how truly unique your business is. In order to ensure that your mobile business is always on the go, TenDigits Software offers various technical support programs to choose from in addition to Professional Services. TenDigits and its partners are committed to helping you meet your CRM mobility goals by facilitating effective and efficient interaction between people and technology. Technical Support Services is an essential component of any MobileAccess Solution deployment that helps ensure you are extracting full value from the solution at all times. The annual subscription is an easily managed IT expense that helps protect your investment and the productivity enhancements it provides. By subscribing to Technical Support Services, your organization will receive the following benefits:
MobileAccess Technical Support Overview Technical support services are available in two (2) support programs . Your organization may also choose to create a custom support program contract to satisfy your specific MobileAccess support needs. The level of access and times at which you can contact TenDigits technical support representatives varies according to the level of Technical Support Services you subscribe to. Note: Technical Support is available for software components of MobileAccess as developed or supplied by TenDigits. Technical Support Services programs do not cover issues with customer networks or third party software solutions (such as SQL Server, Dynamics CRM, etc) and may not apply to new software which TenDigits provides which is not an upgrade to the existing software licensed by you. English is the working language for all Technical Support Services programs levels. Annual Upgrade Subscription (AUS) Overview Annual Upgrade Subscription program entitles customers to on-going software releases that ensure you always have access to the latest version of MobileAccess and related software components. This program enables you to take full advantage of the latest features of MobileAccess for the server as well as smartphones. No other professional services or support program offering is included with AUS. In addition to subscribing to the Annual Upgrade Subscription, consider including one of the following Technical Support Programs to address the level of support that you feel is required for your business and users. Named Callers Named callers are the MobileAccess experts within your organization that are designated to escalate issues to TenDigits Technical Support. Named callers ensure your technical experts are the ones that get the technical answers you need. Upon the creation of your support contract, the customer will designate Named Callers (technical contacts) from your organization’s IT/MIS department to serve as the direct and sole liaison with TenDigits Support Representatives. Named callers are granted access to various support services including: the self-service Knowledge Base, software download site and enabled to submit new Support Cases. Inquires or support request submissions from non-designated named callers may not be received or be significantly delayed. Customer is responsible for updating TenDigits when there it wishes to modify the named caller records. Support Process When you contact TenDigits Technical Support, a support Case is initiated. Each support case is assigned a unique case tracking number (for example, CAS-1593-5GR7) that TenDigits uses to track your issue from its initiation to resolution. Use the support case number for all communication relating to that specific issue. You will be provided with your support case number either at the end of your call with a TenDigits Technical Support Representative or via an automated email receipt when contacting us using email, our online self-service web page, or using the embedded self-service tool located within the MobileAccess administration console. Problem Definition All requests for support are initially deemed to be 'problems' by the TenDigits Technical Support team and will be handled according to the Response and Escalation Policy. A problem can include any issue that you wish to report, where MobileAccess software is not functioning according to the product specifications. When you report the problem, indicate its impact to your organization, and together you and the TenDigits Technical Support representative will determine the severity classification of the problem. Problem classifications are outlined in the table below.
Level 1 - Standard Technical Support Overview Level 1 Support is standard technical support that provides email access to TenDigits Support engineers during standard business hours. Consider Level 1 - Standard Support if:
Program Details: Business Hours Standard Business Hours – Monday to Friday, 9am to 5pm Pacific Standard Time Unless specifically noted, TenDigits offices observe Canadian Federal holidays. Email Support Email support guarantees an email response time of 48 hours. Response time is calculated upon receipt of email during standard business hours. If email correspondance is received outside of standard business hours, response time is then calculated starting the following business day. Named Callers You may designate 2 named technical contacts from your organization's IT department as the direct point of contact with the TenDigits technical support representatives.
Level 2 - Premium Technical Support Overview Level 2 Support extends all of the features of Level 1 Support. In addition, you will have direct access to TenDigits technical support engineers during extended business hours, email and toll-free telephone access, rapid response and priority queuing for business critical production environments. This program also includes a “Virtual On-Site Engineer” for fast issue resolution.Consider Level 2 Premium Support if:
Program Details: Business Hours Extended Business Hours – Monday to Friday, 6am to 6pm Pacific Standard Time Unless specifically noted, TenDigits offices observe Canadian Federal holidays. Telephone Support North America (US and Canada) Toll-Free: +1 (866) 538-8938 Email Support Email support guarantees an email response time of 48 hours. Response time is calculated upon receipt of email during standard business hours. If email correspondance is received outside of standard business hours, response time is then calculated starting the following business day. Named Callers You may designate 3 named technical contacts from your organization’s IT department as the direct point of contact with the TenDigits technical support representatives. 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. Virtual On-Site TenDigits Technical representatives may 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. Custom Technical Support Contracts In additon to all of the features of Level 1 and Level 2 support programs TenDigits offers customers several additional support contract options which may . Custom options include: Rapid Response, 24x7 Emergency Support, Dedicated Support Manager, Technician-to-Site Assistance and Executive Sponsorship may be contracted individually or collectively included part of your custom support program. Consider a custom support contract if:
Custom Contract Features and Options: Rapid Response Guarantees a response within 4 hours. If a technical support request is received outside of extended business hours, response time is then calculated starting the following business day. 24/7 Emergency Support International or customers with global operations may require mission-critical telephone and email support services 24 hours a day, 7 days a week. Additional named callers may also be identified. Dedicated Support Manager The Support Account Manager is a member of the TenDigits technical support staff 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:
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. Executive Sponsor 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. Technical Support Program – Comparison Chart
Technical Support Services Pricing To obtain a pricing quotation or for more information regarding Technical Support Programs, please contact your MobileAccess partner or your TenDigits Account Manager. For More Information If you have any questions related to TenDigits Technical Support Programs or options, please contact us. |
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