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Services / Support modules
The support programmes allow the users of the SCORT products to have a quick access to fixes and to breakdown service procedures.
Maintenance...
These services are accessible to all licensees
who have subscribed
for maintenance.
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| Software updates. |
| Maintenance
includes software updates for minor and major releases,
and possibly bug fixes if any. The new functionalities
availble in a major release may be licenced and charged
for separately. For software updates, a new CD is delivered
to the customers who ask for it. Fixes can be downloaded
from the support.scort.com site. |
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| Technical
support for reported incidents. |
| Maintenance
allows the access to the SCORT support web site (support.scort.com)
for downloads, bug fixes and knowledge database. It also
provides customers with the right for an e-mail support
(support@scort.com) and for a fax support (+33 1 41 44
11 44). Any bug report is taken into account within 48
hours during working hours (from monday to friday, 10h00
- 12h00, 14h00 - 18h00, Western Europe Continental Time). |
"GOLD" Programme...
The GOLD programme can be subscribed to by licencees who already have bought maintenance services. It
gives rights to complementary services, as well as to enhanced services.
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| Complementary Services. |
| Hotline service to submit and diagnose incidents (working hours). |
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| Enhancements. |
| The bug reports
and incidents are taken into account in less than 24 hours
(wether they are submitted via e-mail, fax or phone) during
working hours. The Gold Programme gives priority to fix
problems - as far as contractually possible. |
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| Subscription? |
| Via your sales contact point (sales@scort.com). |
"PLATINUM" Programme...
This programme provides customers who have
subscribed and paid for maintenance with further comlementary
and enhanced services.
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| Complementary Services. |
| Hotline service
(as for the GOLD programme) plus Remote diagnosis (specific
software provided by SCORT to get an IP access to the
platform to be checked). Detailed follow-up (customer
is informed about the problem resolution step by step)
Designation of a technical support manager to follow-up
the customer Follow-up of the specific software configurations
delivered to the customer, and installed on various sites.
Trimestrial general follow-up meetings. |
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| Enhancements. |
| Problems
are taken into account in less than 30 minutes during
working hours. High priority is granted to PLATINUM Programme
subscribers, within the limit of contractual possibilities. |
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| Subscription? |
Programmes Summary...
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Support modules...
Software Updates
