Global Customer Support – Gold Service
Overview
At AmberNet, our goal is to deliver solutions that meet or exceed established standards of performance and quality to help our customers achieve their business objectives. Pursuant to that goal, we have designed and implemented a Global Customer Support (GCS) program that offers several levels of support, enabling the customer to select the level that is best tailored to the needs and requirements of your organization.
Global Customer Support Service Offerings
| Silver | Gold | Platinum | ||
| Global Customer Support Offerings | Help Desk |  |
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| Technical Support | |
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| Unlimited Issue Submission | |
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| Shared Account Mgmt. | |
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| Access via Web, Email, Phone | |
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| FTP access | |
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| Software Upgrades | |
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| Enhancement Requests | |
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| Client-Specific Report of Open Issues | |
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| Customer Primary Contacts | |
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| Monday-Friday AmberNet business hours unless defined in contract | |
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| Optional Services | 24 X 7 for Sev 1 Issues | |
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| Dedicated Technical Support Analyst | |
Gold Service Offering
GCS’s Gold Service Offering is designed for those customers with larger/complex business critical implementations. The Gold Service Offering builds on the Silver Service Offering with all its inclusions, and provides for the following additional enhanced services:
Gold Hours of Coverage
The Gold Service Offering allows a customer to call GCS on a 24 x 7 basis for Severity 1 emergency conditions, as outlined in the Severity definitions. In certain countries, the Service Offering may be offered with modified terms on hours of service. AmberNet can confirm the availability of the Gold Service Offering for specific customer site locations.
Additional Contacts
The Gold Service Offering provides two additional customer contacts that can log issues and ask questions, bringing the total number to two primary and two secondary contacts.
More Information
For more information pertaining to GCS, including issue escalation & management process and the various terms/policies and conditions governing your support contract, please refer to you Support & Maintenance Agreement.