Enterprise Support offers you the flexibility to choose the program that best meets your requirements. Just one contract simplifies maintenance and delivers unlimited coverage and remote support across all your SoftExpert products.
Support Service Levels
Provides an essential, high quality remote technical support to your organization. The Standard modality allows you to obtain assistance from Processera for suspected defects and product-specific, task-oriented questions regarding the installation of product updates. This level of support is indicated for those organizations that use SoftExpert applications in non-critical processes, restricted to a single department and a reduced number of users.
Provides both additional and specialized support on demanded Processera products. Gold Support offerings focus on the vertical depth of support, and feature a personalized relationship with our technical experts and knowledge transfers. Gold support is the best choice for those organizations that use demanded Processera applications in processes with a medium degree of criticality and that run across several departments.
In addition to the Gold level, this offers a priority remote service and the mobilization of professionals with different specialties. Additionally, new customer requirements detected during the continuous use of the application receive an advisory service and priority service in the evolutionary product roadmap. This level is recommended for companies that use SoftExpert products in a corporate manner for critical processes that require high availability, reliability and operating efficiency.
In addition to the Platinum level, this offers a remote service and solution (workaround). This contract provides for contract the maximum time for solution (workaround) the problem, based on their criticality. This level is recommended for companies that use Processera products in a corporate manner for critical processes requiring high availability, reliability and operating efficiency, where the infrastructure available for Processera products complies with the strict requirements foreseen by the manufacturer