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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
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
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.
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Premium Support - Incident Severity and Priority Designations
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Severity
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Incident Description
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Priority
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Minor
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Small issue, no significant impact on network operation, lab-tests
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High
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Major
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System is partially operable but has significant restrictions
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Urgent
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Critical
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System is unusable, network service interrupted
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Critical
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Support Services
- 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.
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
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
|
Sorry!
Ordering information for this product is not publicly available at this time.
Please accept our apology as we regret any inconvenience to you.
For more information
about the availability of this product and/or alternative solutions,
please contact Patton's Product Management team at
sales@patton.com or +1 301 975 1000
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