Software Support
End 2 End Support provides a comprehensive support plan to suit any business organization. Whether there is an issue with software, the hardware or one of our cloud-delivered technologies, our support engineers will collectively work to resolve the issue quickly and effectively. We recognize how important our products are to your business environment, and we strive to help you maximize your investment by offering a range of services to accommodate the varying needs of your organization.
| Support Features | Standard Support | Premium Support | Platinum Support |
|
Maximum Response Time For Severity Level 1 Issues
|
4 Hours
|
2 Hours
|
Same as Premium
|
|
Technical Support Coverage
|
8-5 M-F
|
24/7 customer notification (enhanced support coverage)
|
Same as Premium
|
|
Online Tickets, Documents and Knowledge Base
|
X
|
X
|
X
|
|
Online Service Request Management
|
X
|
X
|
X
|
|
Basic How-To and Troubleshooting Assistance
|
X
|
X
|
X
|
|
Latest Software/Firmware Upgrades
|
X
|
X
|
X
|
|
Phone Support
|
X
|
X
|
X
|
|
Email Support
|
X
|
X
|
X
|
|
Faster Response Time, and Escalation, and Resolution
|
X
|
X
|
|
|
Direct Access to Senior Support Engineers
|
Business hours access
|
After-hours access
|
|
|
Proactive Product Update and Knowledge Sharing
|
X
|
||
|
Quarterly Review Calls and Status Reports
|
X
|
||
|
Annual Solution Health Check
|
X
|
Standard Support
Standard Support is an extensive range of services, available Monday through Friday, during End 2 End Support business hours. With the purchase of Standard Support, you will receive the following elements of service:
- Unlimited 24/7 access to our support portal
- Technical support resources available during local business hours
- Access to online tickets, documents and Knowledge Base
- Online service request management
- Basic how-to troubleshooting
- The latest software/firmware upgrades
- Unlimited phone and email support
- Support is provided in English
Premier Support
Premier Support is our highest-level service offering designed for organizations with complex environments that require a closer day-to-day relationship with our support team and a more proactive approach to technical assistance. Customers who select Premier Support receive 24/7 support, which includes faster response times, direct access to senior support engineers.
- All the features included with Standard Support
- Faster response times, escalation and resolution
- Access to senior support engineers
- Proactive product notifications
- Quarterly review calls and status reports
- Proactive prevention
Let's get started
Ready to get started with End 2 End Technologies Support? Get in touch and let us know how we could help.