Definiens Support Users Guide

Definiens support services are designed to ensure you get the maximum value from your investment in your Definiens software. Our team of support professionals have in depth and detailed knowledge of our software, the environments in which they are used, and the best practices for successful use.

Our web 2.0 Support Portal, provides a single tool for logging, updating, and viewing status of support incidents, accessing the knowledge base or subscribing to the latest product information.

Customers with maintenance can send an email to support(at)definiens.com and we will send you a link to a registration form.

Support Services

  • Up to 2 designated support contacts
  • Unlimited number of incidents
  • Email and web support  Business hours Monday to Friday, 9.00am to 5.30pm CET
  • Web access to Customer Support Portal , including knowledge base, download center and web based ticket management
  • Software Updates
  • Managed Response Times 

Support Priorities and Initial Response Times

Priority                Response Time Usage                             
Urgent 2 business hours Should be assigned to situations in which the problem renders the solution inoperable or severely impacts a Go-Live date
High 4 business hours Should be assigned to situations in which a major functionality is impaired/impacted
Normal 12 business hours Should be assigned to problems that do not affect the production environment or the Go-Live date
Low 48 business hours Questions or service requests. e.g. Licensing request.

Support Services

New Software and Versions

  • Upgrades to new versions of software
  • Upgrade support and assistance
  • Certifications for latest IT environments
  • Access to preferential trade-ins to new products when available.

Escalation Management

  • ITIL best practice incident management
  • Issue escalation and management of urgent priority cases

Support & Call Tracking

  • Call logging and tracking (Web and email)
  • Remote problem diagnosis and fixing
  • License management

Bug Fixing & Maintenance

  • Bug tracking and fixing
  • Software patches and distribution
  • Maintenance releases

Support Portal and Knowledge Base

 

  • Web 2.0 customer support portal
  • Comprehensive online knowledge base
  • Subscription and RSS based product announcements
  • Online bug tracking
  • Software and documentation download area
  • Secure FTP for data exchange and patch distribution
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