SUPPORT SERVICES
Support Fusion provides Service Oriented Architecture (SOA) support services
online using our BPM Customer Service solution. We use our own software to
track customer-related projects, issues, software defects and more. Customers
that use our system can easily see how they might create a similar Service
Oriented Architecture for customer service for their own customers.
Our software support services include (but are not limited to the following):
Standard Support
This service includes access to phone support as well as 24x7 online support
using our BPM Customer Service solution. Standard support hours are from 8:30
a.m. to 8:00 p.m. EST M-F, excluding holidays. Access to online support is
unlimited.
Premium Support
This service includes 24x7 access to pager support through our BPM Customer
Service solution. This offering also includes a one-hour response time goal.
Access to online support is unlimited.
Custom Development and Support
From time-to-time, our customers may request an enhancement, feature, or
acceleration for one or more enhancements or features, in which case customized
development may be required. Rates and availability are subject to project
requirements and should be brought to the attention of your account manager.
Support Fusion can work with your organization to create a customized support
and service level agreement to suite the specific needs of your organization. Contact us to learn more about these options.
