Fortior Global Premium or Extended support provides support capability in excess of the Standard Support features. With a premium support agreement you are able to customise a support package that will further increase the benefit you receive from your software. This will not only provide your user base with access to in-depth technical expertise and product knowledge it will also provide your entire organisation with the information, advice and security to underpin your high priority requirements.
Premium support is optional and available at an additional fee. Typically, a Premium Support Package might include any or all of:
- Technical and functional Support
- Integration or customer interface solution support
- Extended support hours till 12:00am (midnight)
- Support for previous versions (including those no longer supported by Oracle Corp)
- Dedicated support engineer
- Onsite engineer for severity 1 cases
- Customer care portal
- Ability to view cases in live time
- Log cases online
- Support engineer to go onsite (e.g. # day a week/month)
- Configure system/performance tuning
- Health checks
- Case reviews
- Technical account management
- Logging and managing vendor service requests (on customers behalf)
- Quarterly technical support workshop webcasts
- Regional or international support