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Support > Support Program > Personalized Support Options

Personalized Support Options
 
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Personalized support options best suit customers who need a higher level of service and commitment for business-critical projects. These options allow you to develop a closer partnership with Sybase. You can tailor your support to get the mix of personalized support your project requires. Services available include:

Alliance Support: Direct contact with a Sybase Alliance Engineer for 2 support contacts during business hours

Your Alliance Engineer, backed by a designated Alliance Support Team, becomes familiar with your project and systems, and can provide faster resolution of your technical issues. The goal is to prevent problems before they occur. Alliance Support also includes two days of onsite visits per year for planning and review of your project, system configuration and implementation plan reviews, recommendations on software management, and regular phone consultations. You also receive the fastest response time available, root cause diagnosis, and priority maintenance efforts. Additional contacts or projects may be added as required.

Alliance Dedicated Support : An Alliance Engineer dedicated specifically to your company

You gain all of the benefits described above for Alliance Support but at a more concentrated level. You can name up to eight support contacts to work with your Alliance Engineer on up to three projects. You also receive four days of onsite visits per year for planning and review of your projects as well as configuration and implementation plan reviews.

Privilege Support: A direct route to designated support engineers during normal local business hours

Available for Standard Plan customers*, Privilege Support enables you to work in partnership with designated support engineers, prioritizing the cases you log, keeping you updated on case status and providing a fast resolution when you need it most. An annual review meeting, in addition to monthly conference calls and case reports, helps ensure that our Support Engineers fully understand the products you are using and how they are being implemented in your projects. All of these activities help solidify the partnership and reflect the importance Sybase attaches to the ongoing development of customer relationships.

* Availability may vary

For More Information

To learn more about SupportNow plans and other Sybase worldwide service and support offerings, please call your nearest Sybase sales representative.

 
 
 

 
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