Support Services
ConceptWave's team of experts provides high quality software support. Tiered levels of assistance are available to meet specific requirements.
Level 1 - Platinum
- Platinum support provides an account prime and dedicated support personnel.
- Support is provided around the clock on a 24/7 x 365 basis.
- A copy of the customer's application and the environment is maintained (where possible and subject to legality), in order to replicate the issue raised, and ensure a working resolution.
- Resolution of issues that are third party related. For issues that cause a ConceptWave product to malfunction, due to third-party hardware or software, our support personnel will coordinate with the third party to resolve the problem.
Level 2 - Premium
- Premium support provides an account prime, but no dedicated support personnel.
- Support is provided around the clock on a 24/7 x 365 basis.
- Account prime will liaise with the customer on a regular basis, serve as point of contact for issue resolutions, and keep the customer informed of new releases and patches, as they become available.
- Third party issues, once identified, are coordinated with the parties involved to achieve resolution.
Level 3 - Standard
- Same quality of attention as provided in higher support levels but no account prime or dedicated personnel assigned.
- Support is provided Monday to Friday, from 9:00 AM to 5:00 PM Eastern time.
- For issues identified as third party related, ConceptWave will inform the customer, and if requested, coordinate the resolution at costs incurred by the customer.
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