Support Services

Our support professionals can be reached by phone or e-mail Monday through Friday, 7:30 A.M. to 7:00 P.M. (Central Time).

Choose the product support option that works best for you.

	Standard	Frontline	Platinum
20 Service Requests annually, per site
Business hour support
Saturday hotline support
Immediate senior agent routing
Designated agent custom support

Standard Support

• No additional charge with an annual software license
• 20 service requests during regular business hours, per site, with a designated liaison at the site
• Additional service requests will incur a fee. May add Expanded Support Pack.

Premium Support

• No new Premium Support contracts will be written.
• Existing Premium Support contracts will be honored through their expiration date.
• Premium Support renewals will be converted to either Frontline Support or to Standard Support plus one Expanded Support Pack, depending on customer documentation of existing internal support capabilities.

Frontline Support

• 20 service requests during regular business hours, per site
• Immediate routing of on-line Service Requests to senior agents for response
• Customer must provide documentation of a qualified internal help desk (Frontline) responsible for initial response to site personnel
• Additional service requests will incur a fee. May add Expanded Support Pack.

Platinum Support

• 20 service requests, per site, during regular business hours plus emergency hotline support on Saturdays from 9:00 AM to 5:00 PM Central Time
• A designated senior support liaison will manage all Owner Service Requests, attend scheduled recurring support meetings, and provide customized analysis, reporting, and guidance to Site Owner leadership as needed
• Customer must provide documentation of a qualified internal help desk (Frontline) responsible for initial response to site personnel
• Additional service requests will incur a fee. May add Expanded Support Pack.

Expanded Support Pack

• Coverage for an additional 15 Service Requests per year, per site.
• May order one or more packs with Standard, Frontline, and Platinum Support.

Technology Support

• Consulting on firewalls, communications, security measures (including virus alerts), workstation configuration, and disaster recovery options
• Available in four-hour blocks on a fee basis, with a minimum initial order of two blocks