IT Support Overview

Core Support Plans

Basic Support: Care Essentials for Self-Support

With Basic Support you are in complete control of service execution from installation to operational troubleshooting to software upgrades. Gradian Services support professionals will help you troubleshoot your problems and provide you with patches and updates. As with all service levels, you can report problems, troubleshoot and get online help around the clock through Gradian Services Online.

Patch, maintenance and major releases of software at no additional charge
Access to Gradian Services Online (separate registration required)
Technical telephone support from 9 a.m. to 5 p.m. customer local time, Monday through Friday (except Gradian designated company holidays)

Enhanced Support: Round-the-Clock, Rapid Resolution

Enhanced Support delivers 24x7x365 remote support and access to Gradian Services support centres for troubleshooting as your business demands.

Patch, maintenance and major releases of software at no additional charge
Access to Gradian Services Online (separate registration required)
Technical telephone support 24 x 7 x 365

Personalised Support Options

Personalised Support Options are designed to complement Gradian Service contracts with access to dedicated technical experts any time, day or night, and provide our customers with a strategic personalised support relationship. With Gradian Personalised Support Options, customers can enjoy a support relationship with Gradian that encompasses the entire product life cycle – from initial product integration to ongoing implementation, and future development.

The following Personalised Support Options offer supplemental services that can be added to any new or existing Gradian support contract:

Technical Account Manager

The Technical Account Manager (TAM) support option adds the following features in addition to Enhanced Support:

A Technical Account Manager (TAM)
Internal advocate who works with primary contacts at your organisation
Designated point of contact for escalations and technical account management providing you:

Frequent and focused communications
Weekly reporting
Onsite account reviews - develops deep understanding of your Gradian infrastructure and business needs to deliver personalised support

Priority Support including:

Access to subject matter experts
High priority case handling
Ability to influence future product direction
RFE visibility
Input into product roadmap
Beta/early access program

Designated Support Engineer

The Designated Support Engineer (DSE) provides specialised technical expertise and is personally accountable for ensuring the fastest possible remote resolution to questions and problems for product-specific issues. Your DSE brings in-depth software expertise to your environment.

The Designated Support Engineer program adds the following features in addition to Enhanced Support:

A single & direct point of contact for all your technical issues
Oversees your technical support initiatives, troubleshoots problems and resolves issues
Provides knowledge transfer to your staff
Combines in-depth knowledge of your environment with dedicated product line expertise
Provides bi-annual support of weekend migrations
Scheduled Account Reviews:

Review of Upcoming Product Line features
Review of Your Technical Environment, Projects and Applications

24 x 7 mission critical support
Monthly reports related to all activities involving technical issues
API/Developer Support

Onsite Support Engineer

Our Onsite Support Engineer (OSE) support option is designed to supplement your in-house staff with a specialised, technical expert who will reside at a single customer production site for up to one year. Your OSE brings in-depth software expertise to your environment.

The Onsite Support Engineer support option adds the following features in addition to Enhanced Support:

A dedicated single point of contact onsite
Specialised Gradian product expertise onsite
Priority access to other senior technical resources at Gradian facilities
Scheduled business reviews
Guidance on new releases and products

TESTIMONIAL HIGHLIGHT

“Gradian have attained our highest UK partnership level and we are thrilled to be working with them. Their technical and commercial experience and expertise make them the ideal partner and a real extension of our own team – as a true partner should be”

Dean Hickman-Smith, Proofpoint VP, Worldwide Sales

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