Customer support programs should be easy to access, clearly defined and flexible to meet your specific needs. That's what we've created at Critical Path. Our Global Support Program offers a variety of technical support service levels with additional support specialist offerings designed to meet your unique needs.
Tiered Services to Fit Your Needs and Your Budget
The Critical Path Global Support Program offers Bronze, Silver, Gold and Platinum Service Levels. Our technical support services are available at different levels to meet your needs - from basic telephone or email-based services for remote trouble-shooting to enhanced on-site services to help you manage your technical support relationship with Critical Path. The program is designed with a tiered approach, allowing you to select the level of service appropriate to your business requirements and your budget.
Committed to Superior Support
Our Global Support Program provides you with an all-in-one support package for Critical Path solutions. You have a network of global resources, an unparalleled technical support staff and flexible support options. Critical Path is committed to giving you exactly what you need. The Program Level Chart below will guide you to the service level that is right for you:
Telephone & Email Support
Critical Path's technical support team is specifically trained to perform trouble-shooting activities over the telephone or by email. Depending on your specific needs, service options range from coverage on an 8-hour x 5 days a week, Monday to Friday basis through to full 24 x 7 x 365 days-a-year coverage via toll-free telephone (where available), email or the Internet.
Issue Tracking
You will receive an issue reference number for all issues that you report to our technical support team. This allows our team to record each issue and its severity, assign a Critical Path Technical Support Analyst, and track each issue through to its completion. Based on your service level, each issue timeframe is based on standard or increased service level targets.
Issue Reporting
Our Gold and Platinum service level members receive quarterly, and sometimes weekly, issue reports. These reports provide a history of all calls to the support center during a specified time.
Technical Knowledge Base
As a member of a Critical Path support program, you'll have 24x7 Web access via a dedicated user login and password to Critical Path's Technical Knowledge Base. Here you will find comprehensive technical information, including trouble-shooting techniques, frequently asked questions, software downloads and technical white papers.
Software Upgrades
You will be entitled to all major and minor software upgrades as they become available during your contract period.
Proactive Notification
Critical Path will proactively notify Gold & Platinum Service Level program members of software upgrades, patches, and maintenance releases as they are available. Additionally, you will receive notification of any updates to the FAQ database.
Technical Contacts
You can select the number of technical contacts that will be authorized to contact Critical Path's technical support team for issue submissions.
Support Account Management
A Critical Path Support Account Manager (SAM) is a senior member of the global support team that manages your technical support relationship with Critical Path. The SAM will build a one-to-one relationship with you in order to develop a thorough understanding of your business, ensuring maximum value from your Critical Path solutions. Support Account Management is included with all Platinum Service Level Programs.
The Support Account Manager will provide the following:
Specialist Offerings
You can have a senior specialist from Critical Path's technical support organization conduct on-site visits to perform specific tasks such as technical trouble-shooting, audits of your support systems and infrastructure, skills transfer on new releases, migration issues resolution and much more. Our Platinum Service Level includes three on-site technical support days free of charge; other service levels provide specialist offerings at an additional fee.
Installation & Upgrade Services
Whether you are installing Critical Path products for the first time or upgrading to a new product release, we offer a service to ensure that your installation or upgrade is completed quickly and efficiently.
System Audit & Health Check Services
Having productive, efficient systems is essential to getting the most from your Critical Path software investment. Critical Path technical support engineers will perform a complete system audit of your installation, closely reviewing all factors that could affect the performance of your system. Following the monitoring event or the audit, we will produce a detailed report of the system and make recommendations for improvements to the installation.
System Monitoring
Depending on your organization, you might need assistance through remote monitoring of your installation. A Critical Path technical support team member will provide a level of remote monitoring determined by you and Critical Path. Following the monitoring event, we will produce a report detailing the status of the system and make recommendations for improvements where necessary. Additionally, any issues found will then be raised to the normal technical support channels on your behalf.
Accredited Support Engineer Training Program
Customers supporting their own Critical Path product installations can have their support engineers trained by Critical Path to an accredited level. The accreditation training goes beyond the advanced product training, covering diagnostic techniques, remedial actions and recovery procedures. Each Critical Path Accredited Engineer will be trained to identify the cause of any system failures and restore the system to operating mode and/or define a workaround - without involving Critical Path.
To learn more about Critical Path's Global Support Program, contact a Critical Path representative today!
