Technical Support
Escenic provides four support programs to provide a variety of support solutions based on each organization's individual needs.
- Escenic Standard Product Support
- Escenic 24x7 Emergency Product Support
- Escenic 24x7 Emergency Monthly Service
- Escenic Product Evaluation Support
Escenic Standard Product Support
Escenic Standard Product Support provides access to the Escenic call center. It is designed to help customers with installation and configuration issues and to address questions that arise during and after implementation. Our technical support staff can help you solve any product-related issues, including:
- Product installation and configuration navigation
- Configuration of Application Server according to the Escenic specifications
- Setting up the connection modules towards supported Web-Servers
- Setting up the JDBC connection towards supported Database-Servers
Escenic technical support engineers are available between the hours of 0900 and 1700 Central European time, Monday through Friday, excluding Escenic holidays. You can submit questions via e-mail and you will receive a response during our standard business hours.
Requests issued to Escenic support will be categorized according to the level of severity.
|
Severity |
Effect |
Response |
|
1 |
Site down |
Shall commence incident investigation within 2 working hours upon receipt of the incident report e-mail/telephone. |
|
2 |
Major functionality affected |
Shall commence incident investigation within 2 days after receipt of the incident report e-mail/telephone. |
|
3 |
Minor functionality affected |
Incident reports are handled continuously. Customer must make off-site access available for the Escenic engineer. |
Escenic Standard Product Support contracts are available for a twelve-month period and are automatically renewed for a new twelve-month period, unless written termination is received within one month of the period end.
Escenic 24x7 Emergency Product Support
If it is crucial that your online business system stay up and running 24 hours a day, 7 days a week, consider extending your support plan to the Escenic 24x7 Emergency Product Support Plan.
With the 24x7 Emergency coverage, your organisation will receive all the benefits of Standard Support, plus the security of evening and weekend coverage for mission-critical issues.
Escenic 24x7 Emergency Product Support contracts are available for a twelve-month period and can be renewed annually. Additional contract information is available from your Account Manager.
Escenic 24x7 Emergency Monthly Service
Customers who need 24x7 service for a limited time (around a site launch, for example), and who have a valid Standard Product Support contract, can purchase 24x7 Emergency support for an additional monthly fee.
Escenic Product Evaluation Support
Escenic Product Evaluation Support helps developers address product installation and application questions that arise during the first 30 days of evaluating Escenic products - at no charge. You will receive the same level of service as the Escenic Standard Product Support plan during this evaluation period.
Please contact support@escenic.com
You can also reach our support by phone: Escenic Technet
Please contact sales@escenic.com for more details and pricing.
