Support Services

Fast, Responsive Problem Resolution

ConceptWave’s Support Services Team provides specialized resources to determine, analyze and respond to any software issues quickly, with minimum disruption to your operations. An annual maintenance fee ensures that you have access to a dedicated support team, who can help you with:

Remote maintenance fixes, workarounds or third-party solutions
Remote development resources to accommodate change requests
Information about new releases and software upgrades

To provide a fair response, we triage our client requests according to the annual support package you have chosen, as well as the urgency of your problem. For example, a Class 1 problem classification indicates a critical issue, while Class 5 refers to a software enhancement or a change request. We offer three levels of support package:

One >> Premium

The ConceptWave Premium service provides a 7/24/365 response to critical problems, and includes a dedicated account manager. ConceptWave refers any third-party product issues to the relevant software provider.

Two >> Standard

The ConceptWave Standard service offers issue resolution weekdays from 9am to 5pm ET through our Technical Help Desk.

ConceptWave Service Levels and Response Categories

Coverage	9am-5pm ET ALL	After-Hours Premium	After-Hours Standard
Issue Category
1: CRITICAL	Y	Y	P
2: MAJOR	Y	P	P
3: MINOR	Y	P	P
4: INCONVENIENT	Y	P	P
5: ENHANCEMENT/CHANGE REQUEST	Y	P

Y = Yes (Included)

N = No (Not Included)

P = Premium Rate (1.5 x Standard Rate)