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Support Some clients are satisfied receiving support directly from the software developer. However, many prefer to purchase support plans from Satori Solutions. Why? In order for us to design your system, install it and train you on it, we have to understand your IT environment and your business processes. This understanding along with our knowledge of what features of the solution you've chosen to deploy enables us to solve problems far more quickly than the software developer. Due to this expertise, Satori Solutions has been awareded the honor of being designated as an Open Text Authorized Support Provider, with the ability to act as the first line of technical support for our entire client base! Satori Solution Standard Support The Satori Standard Support Plan is our most basic plan and is designed for clients who can address technical support issues during regular business hours. This plan includes unlimited access to Satori Solutions Technical Support on a business-hour basis via Phone or E-mail. The Standard Support Plan also includes the ability for you to access Major Software Upgrades, Service Releases, Knowledgebase Articles & Documentation online through Open Text’s web portal. Satori Solution Premium Support The Satori Premium Support Plan is our preferred customer plan and is designed for clients who can address technical support issues during regular business hours. This plan includes unlimited access to Satori Solutions Technical Support on a business-hour basis via phone or e-mail support. When purchased on top of the base Satori Standard Support Plan, the Premier Support Plan includes the ability for you to access Major Software Upgrades, Service Releases, Knowledgebase Articles & Documentation online through Open Text’s web portal. In addition to phone and e-mail support, the Premium Support Plan includes the ability for our Technical Support staff to assist you with technical issues upon your request, via Satori Remote Assist™ remote services at no additional charge. We feel this is a superior method in the context of faster problem isolation, identification and resolution, resulting in greater uptime and a higher level of overall service. Satori will also provide you, upon request, with Satori Remote Assist™ services for application of any available Maintenance Service Packs and Service Releases during the course of your contract at no additional charge. Finally, Satori will provide you with a Satori Remote Assist™ Annual System Audit and Best Practices Review at no additional charge to help your staff keep your system running at peak performance. Satori Solutions 24x7 Extended Support The Satori Extended 24x7 Support Plan is designed for clients with mission-critical applications that require access to Satori Solutions Technical Support, 24 hours a day, 7 days a week. This plan includes unlimited access to Satori Solutions Technical Support Phone or E-mail support, 24 hours a day, 7 days a week. It is an optional package that can be added to a customer’s Satori Premium Support Plan. When purchased on top of the Satori Premium Support Plan, the Extended 24x7 Support Plan includes the ability for you to access Major Software Upgrades, Service Releases, Knowledgebase Articles & Documentation online through Open Text’s web portal. In addition to Phone and E-mail support, the Extended 24x7 Support Plan includes the ability for our Technical Support staff to assist you with technical issues upon your request, via Satori Remote Assist™ remote services at no additional charge. We feel this is a superior method in the context of faster problem isolation, identification and resolution resulting in greater uptime and a higher level of overall service. Satori will also provide you, upon request, with Satori Remote Assist™ services for application of any available Maintenance Service Packs and Service Releases during the course of your contract at no additional charge. Finally, Satori will provide you with a Satori Remote Assist™ Annual System Audit and Best Practices Review at no additional charge to help your staff keep your system running at peak performance. On-Site and Satori Remote Assist™ Supplemental Support Even if a customer chooses support from the developer, we provide supplemental on-site and SRA support. On-site support is billed in half-day and full-day increments and Satori Remote Assist support is billed in one-hour increments. The complete Terms and Conditions of the support plans offered by Satori Solutions, LLC can be found here. |
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