Open Support Gold

Salford Open Support has been designed to provide a comprehensive technical support service to enterprise size organisations. The customers who subscribe to this service are assured of first class support and a range of additional services built in.

The specialist technical services team at Salford Software is backed up by teams at Novell and Microsoft.

• Two Named Technical Support Contacts
• Unlimited Technical Support Incidents (by telephone and email)
• Quarterly Management Reports
• Portal Access For Incident Updates
• Remote Analyser*
• Unique Escalation and Service Levels
• Critical incidents escalated to Novell or Microsoft will be worked on 24x7 Access with feedback/results being provided during business hours
• 24x7 Access to engineers via pool mobile service**
• Biannual Onsite Network Health Checki (Optional)***
• Network Recommendations Document (resulting from a health check)

* initial installation charge
** The pool mobile service is available, however usage is charged on an hourly basis
*** £1,200 for two health checks and resulting report

Classifications

The classification of the severity of an incident will be determined by the engineer(s), the following will be used as a guideline.

Severity 1 – Critical, most or all users affected
Severity A – Significant impact
Severity B – Moderate impact
Severity C – Minimum impact

Salford Software Responsibilities

Customer Responsibilities

In order to ensure that technical incidents are resolved as quickly as possible the customer also has a responsibility to adhere to a separate set of response times. These responsibilities include a requirement to escalation and notify line management of the incident and impact.