| Ceon’s customer support organization provides 24/7 technical support for defect resolution. We provide this support in several flavors including on site dedicated personnel, Tier 2 and 3 remote support, and extended hours coverage for Severity 2 issues.
Service Synopsis: Ceon provides annual maintenance support for Ceon solutions deployed by our customers. We also provide Tier 2 customer support for BEA products deployed by Ceon and serve as the technical liaison between the customer and BEA should BEA engineering support be required. Detailed descriptions of service levels offered are provided below:
Standard Service: Ceon provides 24/7 coverage for severity 1 issues and normal business hour coverage for severity 2 and 3 issues. Included in our Standard Service offering are minor software releases containing minor system improvements and/or defect resolutions.
Premium Service: Ceon provides 24/7 coverage for severity 1 issues and extended hours coverage (7:00 am to 8:00 pm PST) for severity 2 and 3 issues. Included in our Premium Service offering are minor and major software releases. Major software releases typically include significant functional and/or performance enhancements.
Support Tools: Ceon uses the following tools to support our customer base:
- Peregrine Systems (formerly Remedy) Action Request System logs, tracks and escalates all trouble tickets
- Direct customer access to problem tracking database using Checkpoints Secure Remote software and data partitioning to ensure secure and restricted access to your specific data.
- Telelogic’s Continuous Change Management system.
- Acsera production monitoring and performance management.
- Eclipse, WebLock Console, JMS, EMMA and JUNIT analysis tools.
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