Ensim support programs are easy to access, clearly defined, yet flexible enough to meet specific customer needs. Ensim offers a variety of support service levels with additional technical specialist offerings designed to help customers gain the most from their Ensim solutions.
Tiered support plans
Ensim support plans are tiered to meet specific needs.Customers can chose from; basic ticket-based services with remote troubleshooting, enhanced telephone services, or on-site managed services covering a complete customer environment and third party applications. With a network of global resources Ensim customers have access to an unparalleled technical support team.
The Ensim Support Program offers four tiers of service:
- Silver
- Gold
- Platinum
- Custom
| Program Feature | Silver | Gold | Platinum |
| Feature Mechanism | Phone and Web | Phone and Web | Phone and Web |
| Coverage Hours |
16 x 5 (Mon-Fri) |
16 x 5 (Mon-Fri) |
24 x 7 |
| Response Time (Critical Issues) | 6 Hours | 4 Hours | 2 Hours |
| Response Time (Non-critical Issues) | 24 Hours | 24 Hours | 24 Hours |
|
Remote Software Upgrade and Installation Assistance (Standard Ensim Components) |
Optional | Optional | Included |
| Toll Free Access (In the US) | Included | Included | Included |
| Priority Escalation | Optional | Included | Included |
| Assigned Support Engineer | Optional | Optional | Included |
| Online ticket Summaries | Included | Included | Included |
Additional Information:
- Ensim Automation Suite Web Services API Support: Support coverage includes diagnosis, correction, and / or work-arounds for errors or malfunctions that do not meet the function specification of the Ensim Automation Suite APIs.
- Ensim holidays are excluded from normal hours of coverage (with the exception of Platinum support).
- Security fixes are included at no additional charge.
- Ensim Support plans list our "committed hours of coverage." Support staff is active at Ensim 24 hours a day, five days a week. If a ticket is submitted outside of the support committed hours of coverage, Ensim will respond to tickets on a first come first served basis, ranked by plan (i.e. Platinum, Gold, Silver).
- For pricing and more information please contact Ensim Sales.
Telephone and email support
Ensim's technical support team is specifically trained to perform troubleshooting activities over the telephone or by email. Depending on specific needs, service options range from coverage on an 8 hour x 5 day a week basis, to a full 24 x 7 x 365 basis, via toll-free telephone (where available), email, or the Internet.
Proactive Notification
Ensim proactively notifies all Gold and Platinum service level program members of software upgrades, patches, and maintenance releases as they become available.
Issue Reporting
All opened tickets receive an issue reference tracking number. This allows Ensim support to record each issue and its severity, assign a Ensim Technical Support Analyst, and track each ticket through to its closure. Based on the service level, each issue is assigned standard or increased service level targets. Ensim Gold and Platinum service level members receive ticket status report, providing a history of all incidences reported to support during a specified time.
Technical Contacts
Customers can select the number of technical contacts that will be authorized to interact with the Ensim technical support team for ticket submission and closure. Optional support specialist offerings (for additional fee's), provide for an Ensim support specialist to perform specific tasks such as technical troubleshooting on matters unrelated specifically to Ensim products, audits of your support systems and infrastructure, skills transfer on new releases, migration support, and much more.
Installation and upgrade services
Whether installing Ensim products for the first time or upgrading to a new product release, Ensim offers a service level to ensure that the installation or upgrade is completed quickly and efficiently with minimal down time.
System audit and health check services
Having productive, efficient systems is essential to getting the most from the Ensim solutions. Ensim technical support engineers will perform a complete system audit of the installation, closely reviewing all factors that could affect the performance of the system. Following the monitoring event or the audit, Ensim will produce a detailed report of the system and make recommendations for improvements to the environment.
System Monitoring
Depending on customer organization capabilities, remote monitoring an installation may be required. Ensims technical support team will provide a level of remote monitoring as mutually determined. Following the monitoring event, Ensim will produce a report detailing the status of the system and make recommendations for improvements where necessary. Any issues found shall then be routed through the normal technical support channels for resolution.
Support Engineer Training
Customers supporting their own Ensim product installations can have their support engineers trained by Ensim. The training goes beyond the standard product training and covers diagnostic techniques, remedial actions, workarounds, and recovery procedures. Each Ensim trained engineer will learn to identify the cause of any system failures and restore the system to operating mode.