Open Support

Salford Open Support has been designed to provide a comprehensive but flexible solution to enterprise size organisations. In addition to the technical support provided by the highly skilled technical team, Open Support now includes FRP (Flexible Resource Plan)which allows your organisation to make the most effective and efficient use of Salford Software services.

"Through Open Support and Open Gold Support, Salford Software offers an outstanding quality of flexible technical support services. Salford Software has worked closely with Novell for more than a decade and as a Platinum Partner is unique in the way that it has chosen to have members of the Novell Technical Services in the UK permanently assigned to these support programmes. These comprehensive technical solutions ensure that customers are provided with a highly skilled technical resource"

Gary Massey, Novell Premium Support Manager

Salford Open Support is available for purchase as an enhancement to the standard maintenance contracts for individual technologies. The solution now also includes Remote Analyser and Remote Monitor. These services allow remote monitoring of catalogued IT systems, and enable alerts to be sent to Salford Sofware support to help prevent critical issues and minimise downtime.

The specialist technical services team at Salford Software has access to unique escalation routes to vendor technical services teams.

includes the following:

• New! 16 FRP virtual hours
• Remote Services*
• Four Named Technical Support Contacts
• Unlimited Technical Support Incidents (by telephone and email)
• Automated Monthly Management Reports
• Portal Access For Incident Updates
• Dedicated Service Delivery Manager
• Unique Escalation and Service Levels
• 24x7 Access to engineers via pool mobile service**
• 24x7 Technical Support***

* initial installation charge
** The pool mobile service is available using FRP
*** 24 x 7 support is available for calls logged during office hours classified as critical

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.