Inventys provides full technical support for Fusion. Three levels of support are available in order to suit the needs and budgets of our clients. Our support services are aimed to ensure that customers' Fusion installations remain operational and any issues are resolved in the shortest possible time.
This package provides online and phone support during business hours: Monday to Friday; 9:00am to 5:00pm. It is suited for customers who are running non-mission-critical applications or are trialing the product with limited users for non-critical scenarios.
Customers subscribing to this support package are entitled to bug-fix releases, patches and version upgrades for the product covered by the support plan. Named users are given access to the Inventys Support website where they can log new cases and view the progress of previously reported cases. Phone access to our contact center is also provided during business hours (8x5) for customers who wish to speak to a support engineer to discuss the progress of the support cases.
The Extended Support package provides all the facilities of the Standard Support package and is available twenty four hours a day and seven days a week (24x7). It is therefore suited for customers who require immediate access to Inventys support engineers on a 24x7 basis. Extended support package provides 24x7 phone access to Inventys support engineers.
MISSION CRITICAL SUPPORT
For environments where the Fusion deployment serves critical business functions, we provide a Mission Critical Support package. This package includes an assigned support engineer who will be present onsite if an outage occurs. The onsite engineer will attempt to resolve any Fusion issues onsite and if required will liaise with Inventys engineers in order to resolve issues in the shortest possible time.
The support engineer will also provide regular reports about the health of the installation and will participate with the customer's technology group to identify impacts due to changes in any of the applications or the environment.