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alt="Resonate"> alt="Resonate">Resonate is committed to providing customers with technical support expertise to help ensure the uptime and performance of their business-critical applications. To accommodate our customers' needs, we offer two options for Resonate Technical Support: Standard 24x7 Support and Premier On-Site Support.
With our Standard 24x7 Support, customers receive the following:
24x7 telephone support with live call pick-up on weekdays from 7:00 AM to 6:00 PM Pacific Time, excluding Resonate holidays. Outside of these hours, a Resonate Technical Support Engineer will be paged and will respond within thirty minutes.
During business hours, customers can interact with our Technical Support Engineers via . This is useful for low priority cases or for sending in large amounts of data such as log files, configuration files, etc.
Our Web site offers useful information and tools aimed at helping customers administer their Resonate deployment.
Customers can receive a wealth of additional services with Resonate's Premier On-Site Technical Support. In addition to the above Standard 24x7 Support features, Premier On-Site Support provides:
Customers may request an on-site Resonate representative be dispatched to their site to troubleshoot an existing problem. The Resonate representative will arrive on-site within four hours of escalation by the Resonate Technical Support Center (or within 48 hours when outside of the United States). The Resonate representative will remain on-site until the issue has been resolved. Travel and expenses are billed separately at actual cost.
To ensure consistent levels of support, two Named Support Engineers (NSE) will be assigned to the customer company.
Monthly reports will be distributed to a customer detailing any activity during the previous one month time period. If there are any active cases, their status will be provided with a detailed plan of action for a successful and timely resolution.
When purchasing Premier On-Site Support, customers receive a 10% discount on Resonate Education classes, covering an unlimited number of seats for Sunnyvale-based classes as well as customer on-site classes. This discount remains in place while the Premier On-Site Support contract is current.
During each year of the Premier On-Site Support contract, customers may receive up to two days on-site assistance from Resonate. These days may be used for available support-related activities selected by the customer including on-site testing, pre-upgrade testing, problem reproduction, etc. Must be requested by the customer and used consecutively. Travel and expenses are billed separately at actual cost.
Premier On-Site Support also includes a 10% discount on Resonate Professional Services consulting activities. All Professional Services days acquired at the discounted price must be used within terms negotiated at the time of purchase.
NOTE: total discounts not to exceed 100% of Premier On-site Support agreement. Discounts cannot be used in combination with any other discounts.
For support pricing, related terms and conditions, or to purchase technical support, please contact Resonate Technical Support.
For more information on how Resonate can help you guarantee the end-user service levels of business-critical applications while cutting operating costs, contact a sales representative at or 408-545-5535.
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