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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 >> Platinum

Recommended for customers with high service level commitments to their clients, the ConceptWave Platinum service is available as a 7/24/365 response to high priority problems, and includes a dedicated account manager and support team, a replicated environment and complete support for third-party software problems.

 

 

 

Two >> 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.

 

 

 

Three >> 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
Platinum		 After-Hours
Premium

 After-Hours
Standard
Issue Category
1: CRITICAL Y Y Y P
2: MAJOR Y Y P P
3: MINOR Y P P P
4: INCONVENIENT Y P P P
5: ENHANCEMENT/CHANGE REQUEST Y P P P

 

Services Platinum Premium Standard
Third-Party Software Support Y Y N
Dedicated Account Manager Y Y N
Dedicated Technical Support Y N N
Replicated Envrionment Y N N

 

Y = Yes (Included)

N = No (Not Included)

P = Premium Rate (1.5 x Standard Rate)