Premium Support
Premium Support is an annual agreement that provides direct communication with an Altiris Support Engineer through email or telephone as well as online submittal and tracking of support issues through the Altiris Support Helpdesk. With a Premium agreement, any number of representatives from your company may utilize the service during the standard business hours of the local Altiris Support Center.
Why choose premium support?
One of the primary features of the Premium service is 24 x 7 support on critical, Severity 1 issues. Additionally as part of this program, engineers are assigned to resolve technical incidents based on their particular area of Altiris product expertise so you will be working with engineers that have extensive experience in the product you have deployed. Additional benefits of Premium Support agreements include:
- Decreased initial response time
- Issue escalation
- Priority routing of incidents
- Toll-free contact number (Americas only)
- Premium Support Newsletter
- Additional languages supported (varied availability)
- Includes support for Wise solutions
Adapt Premium Support to your needs
Premium Support can easily be adapted to fit the needs of virtually any type of organization with one of the following agreement types.
Premium Silver Support
Premium Silver Support allows customers to log as many as 25 support incidents during the annual agreement period.
Premium Gold Support
Premium Gold Support allows customers to log as many as 50 support incidents during the annual agreement period.
Premium Platinum Support
Premium Platinum Support allows customers to log as many as 50 support incidents during the annual agreement period, and includes other benefits such as Advanced Technical Training vouchers, ManageFusion passes, and a Service Account Manager.
Premium Global Support
Premium Global Support is available for customers who need worldwide support coverage. A Premium 50 Support agreement is provided in each of three geographies through a single support offering: Americas; Europe, Middle East and Africa (EMEA); and Asia Pacific (APAC).