Premium Support

Our Premium Support options augment your current maintenance support to help you get the most from your IT investment. These á-la-carte services will help lighten your IT staff's workload, allowing them to focus on what's important to you—growing your business. And since every organization has different needs, you can tailor our service to meet the unique requirements of your business.

Choose one or more of our Premium Support offerings to help you lower costs, manage complexity, and mitigate risk:

Premium Support Engineer

A Premium Support Engineer solves problems and helps you proactively maintain your business systems. The skills and resources to support these complex systems are hard to find, especially if you've tailored your solutions to specifically fit your business. We have the answer. With a Premium Support Engineer, you have direct access to an engineer who is a single point of contact and highly experienced expert who will:

  • Understand your technical environment and get to know your in-house team by working closely with them
  • Be proactive to help you get more from your investment
  • Help your team address changing needs and avoid technical problems
  • Respond quickly to design appropriate solutions to fix even the toughest issues
  • Help you avoid downtime, minimizing costs and business disruption
Assigned Support Engineer

An Assigned Support Engineer (ASE) provides the first level of personalized support, managing issues from recognition to resolution. Assigned Support Engineers are available over the phone during business hours.

Dedicated Support Engineer

A Dedicated Support Engineer (DSE) serves and supports your business as the primary focus of their activities. They solve problems, perform proactive maintenance, work closely with our resources to resolve issues, and work onsite at your business. There is no stronger support relationship available than that of the DSE.

Primary Support Engineer

A Primary Support Engineer (PSE) solves problems and provides proactive maintenance on your business systems. Because they are assigned to only a few accounts, these engineers can give you more of their time and develop a more personalized technical support relationship with your business. A Primary Support Engineer will visit you on-site periodically during the year and, with the appropriate maintenance plan, are available 24x7 by phone for emergency situations. Our PSEs are located in major cities and near our field offices, allowing them to have a closer relationship with their customers while maintaining a tight link to our support infrastructure.

Dedication Onsite Response by Phone Hours of Access Service Account Manager Health Check Service Summary Reports
Assigned Contact* (Up to 30 incidents) Optional 1 hour Business Hours** Included Optional N/A
Semi-dedicated Contact Up to four days per year 30 minutes 24x7x365 for Severity 1 with Business Support. Business Hours with Standard Care. Included 1 Quarterly
Fully Dedicated Contact Up to four days per week 15 minutes 24x7x365 for Severity 1 with Business Support. Business Hours with Standard Care. Included 2 Quarterly

*In Canada the ASE delivers 200 hours of support instead of 30 incidents.

**Although ASEs are only available during business hours, if their customer has a 24x7 maintenance plan, the customer may contact the Support Center 24x7 to work a Severity 1 issue with another engineer and then escalate that issue to the ASE during business hours.

Service Account Manager

Personalized account management has proven to be tremendously valuable to our customers. Your Service Account Manager (SAM) develops a close working relationship with your business to gain an in-depth knowledge of your technical support needs. A Service Account Manager acts as your advocate, coordinates the efforts of support personnel on behalf of your business, and facilitates the shortest possible resolution times for your critical issues.

Whenever you need to escalate an issue, your SAM is your point of contact and will ensure your concern is quickly resolved to your satisfaction—while keeping the wheels of progress moving so you can get your systems back on track and your end users back to work as quickly as possible.

Not only will your SAM react quickly in times of need, he or she can also proactively assist you as you plan for future technology projects, identify training needs, and more. Your SAM will host regularly scheduled meetings or conference calls to review your support history.

During these service reviews, you'll be able to discuss support challenges, which your SAM will then help resolve. Based on your history and feedback, your SAM will make observations or recommendations for training opportunities, process improvements, health checks, on-site visits, and other activities that will improve your business.

Advantage Incident Packs

For serious or complicated issues, you may need a higher level of service from a senior support engineer. Advantage Incident Packs allow you to get fast access to an expert for a specific number of your most critical issues. A senior support engineer will respond to your support issue in an hour or less during local business hours. You choose when to use your normal support channels and when to use your Advantage Incidents, ensuring that extra assurance is ready when your business needs it.

Scheduled Standby

Undertaking system maintenance or implementing a new solution—making any system change at all, can be a high–risk operation. And even though these tasks are necessary, they are not your top priority. This work cannot interrupt the processes that drive your business. With Scheduled Standby, you can arrange for an experienced technical support engineer to be available at a specific time and date, outside of business hours, to be available while you perform system repairs, updates or maintenance.

With our Scheduled Standby service, you can receive access to a technical support expert for a 4-hour block of time. The engineer with the skills and expertise best suited to assist will be available at precisely the right time. Prior to your scheduled on-call support, you can arrange to talk to this expert to discuss your planned changes. During this time, the support engineer becomes familiar with your

system and offers advice on preparing for and implementing the system changes. Time spent with you before you make your changes will also prepare the support engineer to optimize assistance during the actual standby period, helping you prevent surprises and reduce time and costs.

Scheduled Standby comes with a 15-minute target response: at any time during your maintenance, you can contact your Scheduled Standby engineer and get the expert response you need within the allotted time. You'll make system changes with ease, and by the start of the next business day, have your systems up and running at optimal performance levels. (Availability varies per product).

Health Check

With tightening IT budgets, you want to get the most from your IT infrastructure. You understand it is more cost effective to optimize your existing systems than to redesign or replace them; and more proactive to maintain your systems than to respond to down-time. We can help. Take advantage of our Health Check service, a formal review and analysis of your environment. One or more highly experienced technical support engineers will review configuration, patch currency, and other factors to identify any problems or areas needing improvement. If you have concerns about certain areas, the Health Check team will assess them in particular depth.

After this analysis, the team will prepare a report for you that offers technical recommendations specific to your environment and business issues. The Health Check team designs its recommendations to help you improve your network manageability, which leads to enhanced performance. The report will include recommendations for enhancements, upgrades and configuration improvements. If you choose to transform your environment, we can work with you at every step. Our talented support engineers help smooth the way by eliminating implementation glitches and getting intimately acquainted with your systems and business. And after your solution is in place, you can continue to rely on us. We combine our unique knowledge of your business with a wide range of Premium Support options, from phone support to dedicated on-site resources.

On-Site Support

When the unexpected occurs, we can send an expert to help you bring your systems back online. On-Site Support delivers highly skilled and focused resources when you need them, without the cost of hiring or training staff. Our On-Site Support engineer can also work alongside your team during and directly following planned system changes. If your environment is complex, you may choose to purchase time with multiple engineers, each with a different area of expertise. In addition, all On-Site Support engineers have access to the expertise of our entire technical support organization and the latest product and troubleshooting information.

Your staff members will also learn best practices from our On–Site Support engineers, enabling them to quickly and efficiently solve future problems. You will be able to lower IT costs and heighten productivity throughout the department because you will reduce downtime and spend more time focused on strategic initiatives, ensuring you maintain a distinct advantage over your competitors. (Availability varies).

For solution design and large implementation projects, learn more about Micro Focus Consulting.

Note: All Packages expire in 12 months