Platinum:
24 x 7 (Excluding Federal & State holidays)
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 We understand the importance of having
a comprehensive system for handling issues that arise. That is why we
support every solution we deliver. If you purchased a manufacturer's
support agreement, we enhance that agreement by providing you with managing
the issue to a resolution as well as the convenience of having a single
point of contact to call.
When support is required, all you have to do is call us. Our help desk technicians will take the information pertinent to the problem you are having and log that information into our database, which generates a case ID. They then research our knowledge base to determine whether we have previously found a resolution to that particular problem. If not, we try and replicate the problem to establish its cause and fix it. If the issue cannot be replicated, it is escalated to the manufacturer for resolution. Should escalation be required, we act as your liaison with the manufacturer. Once we resolve your issue, we follow-up within seven days to ensure that the resolution was satisfactory and no other issues have developed. Support levels: 
Silver level of support is included
as an enhancement to each Manufacturer's support agreement you purchase.
Gold and Platinum levels of services are quoted upon request.
All levels of support provide you with unlimited phone calls to our help center for all issues that are covered under the manufacturer's support agreement. It also includes five hours of problem handling for issues not covered under the manufacturer's agreement. We also offer support to those customers who take manufacturer support but encounter issues that are excluded by the manufacturer. This gives you the flexibility to choose the support terms that fit your budget and technical expertise. |
| Copyright 2005 Blanchard Systems Incorporated. All rights reserved. |