When critical systems fail, the implications can be far reaching - and they can be quantified in terms of user dissatisfaction, opportunity cost, or regulatory violations.You need to know your IT resources are protected wherever and whenever problems may occur. Adlib's Premium Support provides the most comprehensive set of support options for you, including:
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Assigned Technical Account Manager (TAM) - Your TAM becomes an extension of your IT team. With intimate knowledge of your Adlib implementation and business process, your TAM can accelerate time to resolution, as well as marshal whatever resources required to resolve issues affecting mission critical apps.
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Regularly Scheduled Support Calls - Another proactive component in Premium Support is regular calls with your internal support staff, focusing on any open issues with Adlib, planning deployments, updates or other Adlib-related topics.
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Comprehensive System Health Report - When managing a multi-server farm, it is critical to be able to assess the health of the system at a macro level. To help identify issues or capacity bottlenecks, Adlib will create a comprehensive system report on a regular basis.
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On-Call Support - Your TAM is available for on-call for support when you need it. This frontline support ensures any issue affecting your production environment is looked at immediately, by someone who knows your system well. This shortens time to resolution, and enables Adlib to bring to bear whatever resources are needed to resolve the problem.
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On-Site Visits - As part of a Premium Support agreement, Adlib would allocate time for regular on-site visits in order to plan deployments, product updates, configurations or other Adlib-related tasks.
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Accelerated Hot Fixes - Adlib recognizes that some issues can't wait for a regular maintenance release or hot fixs. As part of Premium Support, Adlib will accelerate hot fixes to the soonest time possible in order to resolve a mission-critical issue.
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Implementation Services - For other Adlib platform-related issues - training, installations, upgrades, testing, documentation or integration, Adlib's Premium Support agreement can contain a pre-allocated amount of time to be used on an as-needed basis for ad-hoc activities.