What does my Software Maintenance and Support contract cover?

What does my Software Maintenance and Support contract cover?

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The key to ensuring your MatrikonOPC software continues to deliver secure, reliable performance is to make certain it is up to date, that you have ready access to accurate information, and expert support whenever you need it. As the leading provider of industrial data connectivity, MatrikonOPC has the experience, knowledge, and infrastructure needed to provide you with the most comprehensive support program of its kind.

Secure your MatrikonOPC investment with the MatrikonOPC Software Maintenance and Support program which, covers essential services like:

 

Software Lifecycle
Maintain optimal software performance by keeping your applications current with everything from product updates and patches to full scale releases. Easily transfer licenses between computers in case of hardware failures or replacements.
Support
Minimize downtime with access to expert live 24/7 support, that can include everything from problem escalation and priority support to critical response team engagement.
Information
Get on demand access to online user manuals and the MatrikonOPC knowledge base.

 

Choose the level of support that is right for your business
The MatrikonOPC Maintenance and Support Program offers three levels of support to ensure that your needs are covered - no matter the size and nature of your business.

 

Standard Support
MatrikonOPC takes support to the next level by offering more than just simple software updates. Beyond ongoing expert technical support and software updates - the standard support package delivers 24/7 phone support, early access to new releases, and much more. 12 months of Standard Support is included in the purchase price of your MatrikonOPC software.

 

Priority Support
MatrikonOPC Priority Support provides you with all the Standard Support benefits and bumps your issues to the front of the support queue – ensuring your issues receive priority care for the fastest resolution time possible. Escalations for critical issues and access to the MatrikonOPC Critical Response Team are also available.

 

Premium Support
The Premium Support level represents the pinnacle of the MatrikonOPC Support program. Beyond the Standard and Priority level benefits, this level provides you with a dedicated MatrikonOPC support experts trained in working in your specific environment to provide: proactive preventive maintenance reports and recommendation, best practices audits, and many other benefits. This expert will be dedicated to your solution.

 

Value Offerings for Support:
  No Coverage Standard Priority Premium
User Manual
Online Knowledge Base  
License Transfers  
Phone Support (24/7)  
Regional Support  
Tier 1 Support  
Tier 2 Support  
Product Updates  
Escalations    
Express Queue    
Critical Response Team    
Remote Troubleshooting    
Scheduled¹
Scheduled¹
Configuration Support      
Scheduled¹
Site Specific Information      
Customer Specific Knowledge Base      
Subject Matter Expertise      
Proactive Maintenance Checks      
Operational & Deployment Expertise2      
Initial Call Response  
48 Hours
4 Hours
1-2 Hours
Status Updates  
Per Ticket
Per Ticket
Weekly
Dedicated OPC Support Expert      
Starting at 10 Hrs/Month

 

¹48 Hour scheduling required.
²Documented Solutions for Industry Issues: Best Practices, As-Built, System Architect, etc.
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MatrikonOPC

Topic Information
  • Topic #: 4164-863
  • Date Created: 11/04/2008
  • Last Modified Since: 07/20/2015
  • Viewed: 6659