Technical Support

Technical Support Packages

Customers can select the appropriate support package based on the size, complexity and critical operation level of the system.

Support calls are placed by the Web interface or by e-mail message in the Incident Database to be answered by qualified and experienced Teamware product experts. The Medium and Premium package customers also have a telephone support option.

The calls are expected to be of technical nature with a clear and detailed specification and description of the problem. If possible and applicable, some evidence such as how to reproduce the problem, additional evidence or log files and other related information should be provided when placing the call.

Standard Support Package

Teamware Standard Support Package is a cost-efficient service level providing help in system malfunction situations.

Standard package includes

• Software patches and fixes for supported Teamware product versions
• Support service for one named technical contact and an account in the web based Incident Database
• 1 hour of technical support per month
• 48 working hour response time
• 24*7 hours access to the Solution Database with published technical problems and solutions

Medium Support Package

Teamware Medium Support Package provides a higher level of support (including telephone support) and faster response times for large systems.

Medium package includes

• Software patches and fixes for supported Teamware product versions
• Support service for one named technical contact and an account in the web based Incident Database
• 2 hours of technical support per month
• 6-48 working hour response time based on the problem priority
• 24*7 hours access to the Solution Database with published technical problems and solutions

Premium Support Package

Teamware Premium Support Package ensures technical support, telephone support, fast response times and training for administrators in large organisations with operation-critical multi-server systems.

Premium package includes

• Software patches and fixes for supported Teamware product versions
• Support service for two named technical contacts and two accounts in the web based Incident Database
• 4 hours of technical support per month
• 4-24 working hour response time based on the problem priority
• Two training days in administrative and technical courses
• 24*7 hours access to the Solution Database with published technical problems and solutions

Note: Teamware Technical Support systems specialists can utilise a remote connection if available to solve technical problems faster and independent of the distance of the customer site.

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