Support
At Vistrian, we take great pride in our
relationship with our customers. The focal point of
that relationship is our customer support program.
Vistrian Support Centers located around the globe
provide first-class support services to large,
multi-national companies around the world. Each of
the Vistrian global Support Centers are staffed with
highly trained support personnel who are
knowledgeable about not only Vistrian solutions, but
also manufacturing equipment technologies. This
enables operations personnel to quickly diagnose and
resolve even the most complex issues. Vistrian
customers can select from three available levels of
support:
|
Vistrian Total Support (VTS) |
24
x 7 access to Vistrian Customer Support
covers:
- Product anomaly diagnosis
- Notification of product
improvements, revisions, updates,
additions, modifications and minor
enhancements (“Releases”)
- Next Business Day (NBD) advance
replacement of Vistrian software
components
|
|
Vistrian Total Support plus Onsite (VTSO)
|
In
addition to the services included with
VTS, VTS plus Onsite (VTSO) provides a
dispatched Vistrian Customer Engineer to
customer site. Onsite support activities
can include:
- Additional product anomaly
diagnosis
- Installation of replacements for
defective infrastructure software
and /or software upgrades
|
|
Vistrian Total Support plus Onsite –
Next Business Day (VTSO – NBD) |
- VTSO – NBD adds a next day,
onsite response guarantee to the
services provided by VTSO level
support
- Available in San Francisco,
Malaysia and Bangalore metropolitan
areas
|
Remote Managed Services Vistrian
analysts and equipment engineers can provide remote
professional services on an annual basis. Clients of
remote services provide Vistrian Support Center
personnel with secure remote network access to the
customer’s Vistrian infrastructure. Remote
services include:
- Remote monitoring
- System software updates
- Configuration support
- Proactive log analysis to identify potential
issues
- Remote troubleshooting and issue resolution
All Remote Managed Services engagements
include:
- A statement of work detailing the
client’s specific requirements
- Regular project monitoring meetings
Support Contact
24 hours/day; 365 days/year
Email:
support@Vistrian.com
USA:+1.408.719.0500 |
