Fortior Global (FG) has been providing support services to clients for over 22 years. We have a dedicated local support services team based in Melbourne, further backed by over 100 strong Project Controls professionals across Australia. FG support capabilities and offerings across software, solutions and processes are summarised below and provide unique and unmatched value in the market today.
Fortior Global offers 3 levels of Support Services:
FG Basic
Phone support from your overseas software vendors is one thing, but support from local certified support engineers backed by a leading solution provider that knows your business is another.
Fortior technical support includes:
- Log and track all technical support requests via phone or Web (via Self Service Portal)
- Prime support requests for agreed vendor supported product/software (break/fix)
- Prime support requests for technical environment issues
FG Plus
In addition to the Basic Support package and access to the Self Service Portal, FG Plus customers also receive invaluable advise through Fortior Global’s ‘Ask the Expert’.
It’s a fact, over 80% of support requests relate to end users capabilities. For example, “How do I update a baseline?”, “How do I assign expenses to my activities?”, “How do I calculate Earned Value?”. Vendor and technical support do not go beyond product or platform break/fix, but your users do! Fortior “Ask the Expert” service includes:
- Additional request type in Self Service Portal for “Ask the Expert”
- Track and manage responses online as Fortior draw from the knowledge of over 100 trained and experienced project controls professionals
FG Premium
Fortior Global’s Premium Support capability includes access to ‘Ask the Expert’, Local Technical Support , Technical Product Support and Software maintenance as well as access to the invaluable Project Controls Database and Solution and Integration Support. It is the only Support Service of its kind.
Project Controls Database – With over 450 supported clients and over 100 Fortior Project Controls Professionals contributing daily to our growing knowledge base, you are sure to find the answers or value you are looking for. Your organisation will have unlimited end user access to the knowledge base via the Self Service Portal and furthermore you will receive monthly reports on your organisations support and knowledge base activities to help identify and flag where your training and user adoptions gaps are
Solution & Integration Support – Integrated project control solutions extend well beyond one platform. Fortior supports the end to end solution, across platforms inclusive of interfaces and integrations between project control systems and ERP’s. This level of premium support service includes managed SLA’s with agreed support hours across all platforms and interfaces within scope.