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Services & Support  >  Premium Support
Premium Support Services Taking Patton’s world-renowned, gold-standard support to an even higher level of excellent service.

If your organization requires guaranteed response and resolution times, or evening and weekend service, Patton’s platinum-level Premium Support and platinum-plus Premium 24/7 Support are designed to address your needs—worldwide and around-the-clock.

> All > Features > Overview > Services

 
Features
  • Guaranteed Response Time—Patton will respond with an initial assessment--including severity level determination--within two hours of the support inquiry.
  • Guaranteed Remedy Time—Patton will study the reported problem and provide incident resolution within eight hours of the support request.
  • Severity Determination—Each inquiry is first assessed and ranked as critical, major, or minor severity, then addressed with commensurate priority and urgency.
  • Dedicated Access—Unique “hot-line” phone number and email address for your support inquiries.
  • Premium Account Management—Designated account manager personally ensures your support needs are fully addressed.
  • Technical Services Overview—If your organization requires guaranteed response and remedy times, or specialized attention, ask your sales rep about Patton’s platinum-level premium support and professional services.
    • Free Support—Patton is committed to excellence and makes every effort to answer every support call during regular hours, typically within one business day.
    • Premium Support—Subscription-based premium support provides guaranteed response and remedy times during Patton’s local business hours in your region.
    • Premium 24/7 Support—Subscription-based premium support available worldwide and around the clock: 24 hours a day, 7 days a week.
    • Professional Services—Time-based professional services include system design, installation, configuration and more. Remote and onsite options available.


Overview

--Image: Platinum Premium Support -- How could Patton possibly improve on our world-renowned, gold-standard Free Support? Patton now takes legendary excellence in customer service to an even higher level by offering platinum-level Premium Support and platinum-plus Premium 24/7 Support services.

Premium Support
Platinum-level Premium Support provides guaranteed 2-hour response time and 8-hour remedy time during Patton’s regular business hours for any critical incident:
  • USA: Monday through Friday, 8:00 AM to 5:00 PM EST
  • Switzerland: Monday through Friday, 09:00 to 12:00 & 13:30 to 17:30 CET
--Image: Platinum Plus Support -- Premium 24/7 Support
Platinum-plus Premium 24/7 Support offers world-wide, around-the-clock service at any time during the day or night. Well-qualified Patton support staff are available to address major or critical incidents anywhere in the world—24 hours a day, 7 days a week.

Patton guarantees a response time, of 2 hours or less and a remedy time of 8 hours or less for any critical or major incident.

Dedicated Access. Patton technical services will assign each Premium Support customer a designated account manager, a unique email address (e.g. mytelco@patton.com) and a dedicated phone number staffed by qualified personnel familiar with your application and network environment.

Incidents that occur outside regular Patton business hours must be reported by phone to ensure the guaranteed response time.

Account Management Services
  • Web-based issue tracking—Offers round-the-clock web access to Patton’s online support tracking system
  • Manager-level account—Provides supervisory personnel with a comprehensive view of all Patton support tickets initiated by users within your organization
  • Regular account review—Meet bi-monthly with your Patton account manager to ensure expected level of service
Incident Severity. The Patton technical services team will rank the severity of each inquiry as follows:
  • Critical—Mission critical system has failed and no workaround is immediately available
  • Major—System is operable but major functionality is significantly impaired
  • Minor—Small issue, no significant impact on network operation
Kick it up a notch! If you need an even higher level of customized or on-site assistance, consider Patton’s Professional Services offerings. Go to www.patton.com/support.



Premium Support - Incident Severity and Priority Designations
Severity
Incident Description
Priority
Minor
Small issue, no significant impact on network operation, lab-tests
High
Major
System is partially operable but has significant restrictions
Urgent
Critical
System is unusable, network service interrupted
Critical


Support Services
Item Number Item Description Price
SVC-P-7x24-L Premium Support with guaranteed response and remedy times 24x7. See your sales rep for details. Annual Subscription over 10,000 units deployed. Contact us for availability and pricing.
SVC-P-7x24-M Premium Support with guaranteed response and remedy times 24x7. See your sales rep for details. Annual Subscription 1,000 to 10,000 units deployed. Contact us for availability and pricing.
SVC-P-7x24-S Premium Support with guaranteed response and remedy times 24x7. See your sales rep for details. Annual Subscription up to 1,000 units deployed. Contact us for availability and pricing.
SVC-P-SH-L Premium Support with guaranteed response and remedy times for regional business hours support Mo-Fr. See your sales rep for details. Annual Subscription over 10,000 units deployed. Contact us for availability and pricing.
SVC-P-SH-M Premium Support with guaranteed response and remedy times for regional business hours support Mo-Fr. See your sales rep for details. Annual Subscription 1,000 to 10,000 units deployed. Contact us for availability and pricing.
SVC-P-SH-S Premium Support with guaranteed response and remedy times for regional business hours support Mo-Fr. See your sales rep for details. Annual Subscription up to 1,000 units deployed. Contact us for availability and pricing.
SVC-ENHWAR1 1 Year Enhanced Warranty Contact us for availability and pricing.
SVC-ENHWAR2 2 Year Enhanced Warranty Contact us for availability and pricing.
SVC-ENHWAR3 3 Year Enhanced Warranty Contact us for availability and pricing.
SVC-ENHWAR4 4 Year Enhanced Warranty Contact us for availability and pricing.
SVC-ENHWAR5 5 Year Enhanced Warranty Contact us for availability and pricing.
SVC-EXTWAR2 2 Year Extended Warranty Contact us for availability and pricing.
SVC-EXTWAR3 3 Year Extended Warranty Contact us for availability and pricing.
SVC-EXTWAR4 4 Year Extended Warranty Contact us for availability and pricing.
SVC-EXTWAR5 5 Year Extended Warranty Contact us for availability and pricing.
SVC-TECH-HOUR Network technician hour rate for Pre-config services, after hours support etc? Contact us for availability and pricing.

 

Data Sheets (PDF) -- Requires Adobe Acrobat to view
Premium Support Services Datasheet (A4 page size) August 01, 2012
Premium Support Services Datasheet August 01, 2012

 

Need Help? Call Us (USA): +1 301 975 1000 Call Us (Europe): +41 31 985 2525 E-mail Sales: sales@patton.com E-mail Support: support@patton.com
 
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