ROI
offers a variety of support programs. Here is a brief
description of the available support plans.
Standard Hours Support Plan
ROI's
basic support service provides you with:
- Downloads of bug fixes and
service release dates.
- E-mail, instant messaging,
and telephone access to Technical Support Engineers
for a predetermined list of members of your support
team (normally, two administrators are sufficient).
Includes Tier II level support only.
- Available Monday through Friday,
8am-5pm (EST), except on holidays.
- 24 hour (or less) response
time.
Extended Hours Support Plan
ROI's
premium support service provides you with all of the
features of Standard Hours Support as listed above,
plus:
- Pager/telephone access 24 hours
a day, 7 days a week for Severity Level 1 problems.
- 4 hour (or less) response time.
Custom Support Plan
ROI's
support services can be tailored to fit your specific
company needs. Options include:
- On-site service. Jabber technical
support can work on-site rather than remotely.
- Support of custom solution.
If ROI develops a custom Technology solution for
you, we can develop a program to provide ongoing
support of that solutions.
Technology Solution
Maintenance Plan
ROI's Technology
Solution Maintenance Plan provides
all major and minor software release upgrades that
are generally available by ROI Technology Solutions,
LLC., during the term of your license agreement. Software
Maintenance is a prerequisite for any Technical Support
Plan.
Maintenance and support contracts are
purchased separately from the Technology Solution
license.
Contact
us with any questions or to learn more about our
support services.
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