Service Levels |
Software Maintenance
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Silver
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Gold
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Platinum
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| Customer relationship management | ||||
| Personalized access to the ORSYP Customer Service portal |
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| "Basics" e-learning sessions |
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| Regular Customer Service information |
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| Customer satisfaction surveys |
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| Dedicated service contact : Technical Account Manager |
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| Designated point of contact responsible for ORSYP operational engagements |
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| Proactive knowledge management of the Customer environment |
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| ORSYP Services governance and operational management (reporting, scheduled reviews, etc.) |
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| TAM visits to Customer premises (up 2 annually) |
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| Annual Customer visit to ORSYP headquarter |
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| ORSYP Software solution innovation | ||||
| Provision of latest software updates with associated documentation |
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| Personalized versions level recommendations |
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Customized recommendations on installation procedures |
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| Access to the "Early Adopter" program |
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| Analysis and recording of the product enhancement |
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| Product enhancement request follow-up |
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| ORSYP Software solution continuous improvement | ||||
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Provision of standard corrections for ORSYP software solutions |
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| Personalized recommendations on the implementation of corrections and the settings |
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| Information about known errors of ORSYP software solutions |
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| License keys management | ||||
| Provision of license keys on the ORSYP Customer Service portal |
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| Technical Support | ||||
| On-line technical help (Knowledge DB, FAQ, etc.) |
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| Access to the technical forum for Sysload and Unijob |
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| Remote service to resolve technical incident cases |
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24*7
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24*7
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24*7
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| Standard SLA for Incident resolution (Time to resolve : 24h for P0, 168h for P1) |
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| Platinum SLA for Incident resolution (Time to resolve : 6h for P0, 48h for P1) |
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| Proactive escalation management with appropriate communication plan |
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| Systematic problem analysis for P0 incidents |
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| Systematic problem analysis for P1 incidents |
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| Provision of customized corrections for ORSYP Software Solutions |
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| Annual proactive audit for Dollar Universe |
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| Functional Support | ||||
| On-line help with the functional forum |
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| Relationships with ORSYP Professional Services functional experts |
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| Languages spoken | ||||
| Services provided in 24*7 |
English, French
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| Services provided during business hours on the local zone |
English, French, German, Italian,
Spanish, Mandarin, Cantonese |
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© 1986-2013 ORSYP. All Rights Reserved. Various trademarks held by their respective owners.
