You will appreciate the value of the Elite Support program if you:
- Want to talk to the expert who knows your environment--on your first call.
- Oversee systems that must have high reliability.
- Cannot wait in the technical support phone queue.
Our Elite Support customers receive all the benefits that come with an Attachmate Maintenance Plan, including free product version upgrades, service packs, and online service request management.
Added Benefits of the Elite Maintenance Plan
- Dedicated technician for your organization
- Direct access to technician via phone, web, and email
- 1-hour target response time
- Escalation priority
- 8 authorized contacts
- Annual site visit by your dedicated technician, at your request
- Product Support Lifecycle Override entitles customers to up to 12 months of interactive technical support (defect support is not included) after versions move to the Discontinued phase in the Product Support Lifecycle.
Quickly Connect to Senior Technical Support Engineers
Attachmate’s Elite Support program, delivered by our senior technical support engineering staff (with an average Attachmate tenure of more than nine years), is designed to help you maximize the return you get on your investment in Attachmate’s maintenance program and products.
Attachmate’s Elite Support program delivers the highest level of coverage to protect your valuable IT resources. With an emphasis on proactive support and personalized service, the Elite plan quickly connects you to deep technical expertise. It gives you inroads to Attachmate’s development organization, and allows you to influence the product direction of the Attachmate solutions you use every day.
As an Elite Support subscriber, you will have an assigned technician, who learns all about your implementation and effectively becomes an extension of your team. You’ll have direct access to your technician without waiting in the phone queue.
Do I Qualify?
Customers in North America or EMEA who purchase the Basic Maintenance Plan for all licenses of a product can qualify to purchase Elite.
Product Categories
Elite Maintenance Plans are sold per product category:
- Emulation – EXTRA!, INFOConnect, Reflection, Reflection X, Reflection for the Web
- Security – Reflection for Secure IT
- Managed File Transfer – FileXpress
- Integration – Verastream, DATABridge
- Enterprise Fraud Management – Luminet
An Enterprise Elite Maintenance Plan covers all Attachmate products owned by the customer.
Elite 24x7
Elite Plan subscribers are eligible to purchase 24x7 support to ensure round-the-clock service of mission-critical applications. Elite 24x7 Maintenance Plans are sold per product category.
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