Support and Services Overview
Sierraware is committed to keeping customers productive by responding quickly to support requests and providing a
detailed documentation, timely software updates, and training and professional services.
Our support staff is dedicated to providing timely response and resolution
to technical problems to ensure your business success.
Technical Support
Whether it's a new implementation, a product upgrade, or
integration services for your custom hardware platform, Sierraware Technical Support
will work with you to meet your requirements.
Sierraware offers phone and email support as well as customer education programs.
Dedicated online support engineers help end users solve configuration problems and assist
customers with product configuration and integration services.
Support Benefits
Sierraware support programs are simple and flexible:
three levels of support address the unique requirements of individual Sierraware customers.
The following table provides an overview of the Sierraware support programs and services.
Support Programs
Support Level
Silver
Gold
Platinum
Term
1 Year
1 Year
1 Year
Support Hours
8 AM to 6 PM Local Time
24 x 7 x 365
24 x 7 x 365
Phone and Email Support
Yes
Yes
Yes; expedited response
Access to Online User Community
Yes
Yes
Yes
Software Maintenance
Major and minor updates
Major and minor updates
Major and minor updates
Regular Case Generation and Status Reports
No
No
Yes
Quarterly Onsite Review
No
No
Yes
Dedicated Support Team Member
No
No
Yes