Planes de soporte
OSI's standard monarch™ support programs combine various support components to devise a customized and cost-effective support plan for customers with various needs or budgets
Copper Support Program
The Copper Support Program includes resolution of software problems via software patches. This plan does not include business-hour or after-hours support or new releases of licensed OSI software.
Bronze Support Program
The Bronze Support Program includes standard business-hour support service for up to a maximum number of incidents per year. This plan does not include after-hours service or new releases of licensed OSI software.
Silver Support Program
The Silver Support Program includes standard business-hour support service for up to a maximum number of incidents per year and after-hours service. This plan does not include help desk support or new releases of licensed OSI software.
Gold Support Program
The Gold Support Program includes standard business-hour support service, help desk support, plus 24/7 after-hours support service for up to a maximum number of incidents per year, as well as access to OSI's Web-based training program. Included in this plan are annual releases of the applicable licensed OSI software for your system.
Platinum Support Program
The Platinum Support Program includes unlimited support service during business hours, after hours, and standard help desk service as well as access to OSI's Web-based training program. Included in this plan are new releases on the applicable licenses OSI software for your system.
Diamond Support Program
The Diamond Support Program includes unlimited support service during business hours, after hours, and standard help desk service as well as access to OSI's Web-based training program. Included in this plan are new releases of the applicable licensed OSI software along with on-site installation assistance once per year.
For more information on our support services please contact support@osii.com.
Our Support Guarantee:
As part of our Quality Assurance program and our commitment to customers, in order to meet our support responsiveness criteria, OSI uses an internal escalation policy visible to senior OSI management and monitored by an executive team on a routine basis.
If at any time customers feel that a reported incident is not receiving the necessary responsiveness, they can escalate their case by directly contacting the Manager of Customer Support. A better understanding of the business impact and a review or reassignment of resources can be done to suit the situation and a Red Flag is issued to escalate the priority of the incident.