Premier Software Support (PSS)

Support ⇒ Services ⇒ Legacy Software ⇒ Premier Support

Features:

 

• LABOR
  • Call Management Center (CMC)
  • Priority Response to all Trouble Calls
  • Remote Diagnosis/Telephone Consultations
  • Single Point-of Contact @ +1 321 727 2211 or + 44 (0) 1252 852228
  • On-site Remedial Maintenance Service, When Required
  • Scheduled Preventive Remote Software Maintenance
  • Two (2) Hour No-Charge Overtime Work Through for Unresolved Problems
  • Remote Installation Assistance
• MATERIAL
  • Distribution of Specific Media Type for all Applicable Software Releases, Updates and Patches
• INFORMATION
  • Software Update Service (SUS)

 

Overview:

 

Premier Software Support (PSS) is designed to meet the critical needs of high demand users. It is especially appropriate during development phases when downtime cannot be tolerated due to program deadlines. PSS assures maximum uptime for users with critical applications.

 

PSS provides priority access to COMPRO/ENCORE's Call Management Center (CMC), remote software maintenance support, on-site remedial software maintenance when required, automatic escalation procedures, remote installation assistance for general software releases, two (2) hour no-charge overtime work through for unresolved problems, and a subscription to the Software Update Service. Support for discontinued products is available on an individual bases, please contact your Sales Representative.

 

Orders must be placed prior to the expiration of the applicable software warranty or preceding SUS subscription. If a lapse in the subscription occurs, a pro-rated amount may be charged to the customer from the time of the expiration of the warranty or subscription to the start day of the new subscription.

 

CMC is the single point-of-contact for COMPRO/ENCORE customers requiring technical support. The CMC is easily accessed domestically via our toll-free number, 1-800-936-2673.

 

COMPRO/ENCORE's Call Management Center provides the following services for software customers:

 

• software support
• problem determination and verification
• participation in remote troubleshooting and telephone support
• dispatch of on-site assistance as required
• scheduling of installations, upgrades, preventive maintenance and Quality Hot Line problems with system shipments.

 

COMPRO/ENCORE will conduct all troubleshooting analysis and remedial support required to maintain the software products to the delivered specification during the Principal Period of Maintenance (PPM), 8:00 AM - 5:00 PM local time, Monday through Friday.

 

Service performed outside the Principal Period of Maintenance will be charged to the customer at the standard published Time and Material labor rates.

 

Prerequisites:

 

• COMPRO/ENCORE's System Administrator or Operating System Training
• Designated Point of Contact
• Dedicated Diagnostic Communications Line
• Customer must allow COMPRO to conduct an audit to certify that the hardware revision levels are in compliance with the appropriate software releases and that the system is in good state of repair.