Premium support is specifically designed for enterprise-class systems which require high availability during all hours, and which are critical to the operation of your business. Kinetic Networks recommends premium support for customers with geographically-distributed or mission-critical deployments. Features include:
Four Named Support Contacts [ 1 ]
Available 24 hours per day, 7 days per week, 365 days per year
An unlimited number of support cases each year, submitted by phone, web or e-mail
A designated System Architect [ 2 ]
A designated on-site System Engineer [ 3 ]
New-release upgrade analysis [ 4 ]
Access to the Kinetic Support download site for updates and patches
Access to the Kinetic Support knowledge base
Responses to new Priority 1 cases or Priority 1 case updates within 2 hours
Access to Kinetic Support professionals for help problem solving, configuring and troubleshooting
1. Named Support Contact
The goal of having Named Support Contacts is to improve case handling efficiency, continuance and methodology, ultimately to reduce the time-to-resolution. Kinetic Networks recognizes that circumstances may necessitate additional contacts from your organization. These additional contacts may be added for a modest fee.
2. System Architect
A System Architect helps ensure the integrity of the system by examining the system design via quarterly on-site visits, providing recommendations for improvements, monitoring and guiding the handling of support cases with your architectural design and plans in mind.
3. System Engineer
A System Engineer helps ensure the availability of the system by participating in design, development, testing and deployment activities and decisions, monitoring the production environment, providing an on-site problem-solving resource, and providing guidance for all product-related maintenance activities.
4. Upgrade Analysis
Kinetic Support will review your environment, research all of the changes incorporated within each new product release, and provide guidance as to whether that release is beneficial and appropriate for your system.
