For customers using Nano InfoSoft products in deployment.
Our support plans include telephone access
to our Technical Support organization and a variety of other support services. The
level of support your business requires will determine the plan that best fits your
needs. For customers using Nano InfoSoft products in deployment, we offer SupportNow Standard
and Enterprise Plans. Specific features of these plans are highlighted in the
table below:
- Standard Plan: This
is an inclusive offering for companies that require high-quality around-the-clock
support for critical issues, access to new releases and online support services.
Faster response times and more personalized support are available with the Enterprise
Plan.
- Enterprise Plan:
For some companies, downtime is never an option, and performance and stability are
mission-critical. The Enterprise plan delivers our most comprehensive offering of
prioritized and proactive support services, including:
- Highest priority response times
- Priority access to the Enterprise
Technical Team
- Proactive services such as account
management and regular review meetings
This plan truly offers customers the ultimate
in service levels and priority, and a focus on continuous improvement and getting
the most from your Nano InfoSoft investment.
|
|
Standard* |
Enterprise |
|
Support Coverage |
|
|
|
24x7 (Follow-the-Sun) for P1 |
•
|
•
|
|
Number of Local Contacts |
4 |
6
|
|
Number of Anywhere Global Contacts |
option
|
6
|
|
Number of Solved Case Contacts |
4
|
12
|
|
Number of Cases |
unlimited |
unlimited |
|
Enterprise Support Team |
N/A
|
• |
|
Response Time |
P1<1 hr |
P1<30 min |
|
Priority Case Escalation |
N/A
|
• |
|
Online Support |
•
|
•
|
|
Software Services |
|
|
|
New Version Releases |
•
|
•
|
|
Maintenance Releases |
•
|
priority |
|
Personalized Support |
|
|
|
Account Management Services |
N/A
|
• |
|
Review Meetings |
N/A
|
• |
|
Alliance Support |
N/A
|
option |
|
Privilege Services** |
option
|
N/A
|
|
ServiceNow Monitoring & Alerting**
|
option
|
option
|
|
Advanced Services* |
|
|
|
Migration/Upgrade Services |
option
|
option
|
|
Personalized Training |
option
|
option
|
|
* Effective October 1, 2009, replaces
Basic and Extended Plans
** Offered in most areas, availability may vary
|
Purchasing Support
If you are interested in purchasing a SupportNow Plan, you have several options: