Custom Support Plan

CollabNet’s Personalized Support offering gives you a custom solution for your business. The program provides you with a designated System Administrator for all your requests, who will be your advocate at CollabNet. The System Administrator will personally monitor your cases and respond or route your queries as appropriate, using his strong knowledge of your configuration and environment. You can count on your admin to help you find the right knowledge base or self-help tools to meet your needs.

Contact CollabNet via our web form or call us at 1-888-778-9793 for more details, or to purchase a support plan.

Details

Features Description
Single Point of Contact A designated support engineer is assigned to monitor, co ordinate with required resources and ensure your cases are handled seamlessly. This will be the one resource you can depend on to get a status update on your current open cases.
Direct Routing to Senior Level Engineers Your Support Requests will bypass Level 1 and will be routed to a support queue that is addressed by a Level 2 engineers during business hours.
Customer Site Profile Your designated admin will work with you to draft a support reference document outlining your virtual architecture implementation. This reference document will be used by all support staff members supporting your environment.
Live Chat You can chat with your designated Admin during regular business hours, gaining personalized assistance.
System Administration You’ll have access to complete production & staging Environment administration, Multiple SOC’s, Upgrade and Patch Maintenance, Configuration Check & tuning.
Onsite Visit (Case Review or Incident Handling) Your admin will travel to your site once annually, at your discretion, to review the prior year’s performance and help to plan for the next. You can also use this annual onsite visit to help you address emergency situations.
Log File & RCA Review Your admin can provide formal root cause analysis for your Severity 1 Support Requests.
Best Practices & Support Plan Your designated admin will work with you to document detailed Support Plan outlining points of contact and best support processes.