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Enterprise Level Support

 

Paragon Enterprise Level Support is the ultimate level of Technical Support service. It is designed to meet the needs of large-enterprise customers, specialists maintaining large systems or OEMs and all enterprise oriented developers. This is accomplished by including the ability to work with the support engineers and fostering direct relationships between our customer's experts and Paragon's Support Engineers.

 

 

Paragon Enterprise Support Service provides:

Effective Approach

This approach allows Paragon to streamline processes, resolve issues more effectively, and increase the efficiency of the customer's corporate enterprise.

Highest Priority Level

The more serious the business impact, the higher the assigned priority. Accurately prioritizing customer’s technical issue is critical to our mutual success. Flexible and comprehensive, this high-level service provides technical expertise that large enterprises need to maximize business value and minimize total cost.

Support Account Management

The guaranteed reply time for Enterprise Level Support request is 4 hours. Paragon assigns up to 4 engineers knowledgeable and responsible for product you are working with to provide support and assistance in the form of advice and counsel via telephone, web site and e-mail 24 hours a day, 7 days a week.

Paragon engineers will meet any/all your requirements providing an on-demand response to any technical issues on the date reported. Our objective is to find a configuration change, code change or workaround that will provide you with a satisfactory solution and meet your business requirements.

Action plan

In the case where it is technically impossible to meet these targets, we will work with you to escalate the issue and establish an action plan. As necessary, the Support Supervisor will create a task team consisting of resources from our Support, Development and Product Management teams and formulate an action plan to address the issue. You will receive periodic updates on the progress until the issue is resolved.

Consulting services

Extended Support includes consulting services. Consulting services cover the most common objectives you need to accomplish, as well as rare and even unique cases.

This service offers preventative and instructive guidance on a variety of issues - from answers to your basic "how-to" questions, to inquiries regarding the functionality of our products in either common or rare cases. Qualified responses are guaranteed within one business day. Consulting services covers the most common objectives you need to accomplish as well as rare and even unique cases.

For more information on Paragon Enterprise Support please, contact us.