Automic Customer Service Support

Select a service level that suits you.

Silver

Rely on our experts from around the world to deliver high quality, dependable service.

This is our default level of support.

Gold

Our Silver service level, plus IT expertise on preventative rather than reactive support, resulting in increased productivity.

Upgrade

Platinum

Our Silver and Gold service levels, plus exceptional incident resolution engagements for mission critical environments.

Upgrade

Access Support Portals

Silver Service Level

Automic’s Silver Support offerings include the following:

  • New releases or versions to all other enrolled support customers without additional charge
  • Support via online customer portal and phone
  • Bug fixes, patches or workarounds to ensure the product conforms with its current operating documentation

Gold Service Level

Automic’s Gold service level focuses on preventative rather than reactive support to:

  • Increase productivity
  • Mitigate infrastructure risks such as downtime or poor performance
  • Reduce TCO by focusing on improving key measures
  • Achieve better value from your Automic software implementation
  • Operate your Automic software based on Automic Best Practices

Benefits:

Proactive Support

Proactive support allows you to reduce IT risk, decrease lost revenue and lower TCO. It continuously improves operations by identifying trends and recommending action plans to prevent issues before they occur.

Dedicated TAM

An ongoing reciprocal exchange with your dedicated Technical Account Manager (TAM) gives your team predictable results and rapid problem resolution. Your TAM is alerted in real time should a problem occur, while their intimate knowledge of your critical applications saves time when support is needed.

Platinum Service Level

Automic’s Platinum service level is designed for mission critical environments. You enjoy all the benefits of the Gold package, plus on-call R&D experts to ensure exceptional incident resolution SLAs.

Proactive Support

Proactive support allows you to reduce IT risk, decrease lost revenue and lower TCO. It continuously improves operations by identifying trends and recommending action plans to prevent issues before they occur.

Dedicated TAM

An ongoing reciprocal exchange with your dedicated Technical Account Manager (TAM) gives your team predictable results and rapid problem resolution. Your TAM is alerted in real time should a problem occur, while their intimate knowledge of your critical applications saves time when support is needed.

Rapid Resolution

Automic Platinum service has the only 6h incident resolution time for priority P0 issues in the automation industry. This reduces downtime and gives vital peace of mind.

Incident Management Comparison

Acknowledgement Time / Resolution Time

Silver

Priority 0

1h / 24 h (24*7)

Priority 1

2h / 7 d (24*7)

Priority 2

4bh / 14 d (24*7)

Priority 3

4 bh / 21 d (24*7)

Gold

Priority 0

1h / 24 h (24*7)

Priority 1

2h / 7 d (24*7)

Priority 2

4bh / 14 d (24*7)

Priority 3

4bh / 21 d (24*7)

Platinum

Priority 0

30 mins / 6 h (24*7)

Priority 1

1h / 48 h (24*7)

Priority 2

2bh / 14 d (24*7)

Priority 3

4bh / 21 d (24*7)

Service Catalog

Customer relationship management

Silver Gold Platinum
Personalized access to the Automic Customer Service portal      
"Basics" or "Getting Started" e-learning sessions included 2 5 10
Regular Customer Service information      
Customer satisfaction surveys      
Dedicated Technical Account Manager :      
  • Designated point of contact responsible for all Automic operational engagements
     
  • Proactive knowledge management of the Customer environment
     
  • Automic Services governance and operational management (reporting, scheduled reviews, etc.)
     
  • Annual TAM visits to Customer premises
  1 2
  • Annual Customer visit to Automic headquarters
    1
Provision of latest software updates with associated documentation      
Personalized version level recommendations      
Customized recommendations on installation procedure      
Privileged access to the "Solution Partner" program      
Analysis and recording of product enhancement requests      
Product enhancement request follow-up      
Provision of standard corrections      
Personalized recommendations on the implementation of corrections and their settings      
Information about known errors      

Technical Support

Silver Gold Platinum
On-line technical self-help (Knowledge DB, FAQ, etc.)      
Access to the technical forum      
Remote service to resolve technical incident cases 24/7 24/7 24/7
Standard SLA for Incident resolution (Time to resolve : 24h for Critical Priority , 168h for High Priority)      
Mission Critical SLA for Incident resolution (Time to resolve : 6h for Critical Priority , 48h for High Priority)      
Proactive escalation management with appropriate communication plan      
Systematic problem analysis for Critical Priority incidents      
Systematic problem analysis for High Priority incidents