Supporting your business

In today's business environment, downtime for one company means opportunity for another. The demand for constantly available applications is greater than ever, as the financial impacts of downtime skyrocket. Companies rely on technology to provide competitive advantage. And they depend on application availability to keep efficiency at peak levels. To remain competitive, companies need world-class software support for all their vital systems.

So, if you're running mission-critical applications where issues like 24x7 phone support or guaranteed on-site consultant availability are vital, ask about Mainsoft's Mission-Critical support. If you're running applications that are not mission-critical and need access to phone support during business hours (8x5), prioritized engineering fixes and no-charge product upgrades, then consider Mainsoft's Premium support. If you are just doing an extended evaluation and need 8x5 phone support, then look into Standard support.

Support services overview

Most enterprise-class customers select either Mission-Critical or Premium support, but the chart below will help you determine what level of support best fits your needs.

Mainsoft support level detail

Mission-critical support

In addition to the services provided by a Premium support (below), customers who purchase Mission-Critical support get access to Mainsoft's Global Support and Engineering organizations 24 hours a day, 7 days a week for Priority-RED support requests.

To minimize resolution times, Mainsoft maintains customers' ported applications running in standby mode in both Support and R&D facilities.

Mainsoft also guarantees that customers who purchase Mission-Critical support gain access to specialist consultants to resolve critical issues. A Mainsoft consultant will be available within 24 hours to resolve the problem at Mainsoft's facility or at the customer's site within 72 hours. Consulting time is subject to standard consulting fees.

Premium support

Mainsoft views Premium support as a technical partnership between your developers and our development organization. Customers who purchase Premium support have phone access 8 hours a day, 5 days a week (8x5) to highly trained support engineers and may also submit technical problems online, via email or via fax.

Customers with Premium support agreements receive prioritized engineering fixes, service packs and maintenance and product updates. They may also request product enhancements.

Premium support customers also get prioritized access to the Mainsoft Porting Lab for up to five days. Customers use the lab to jump-start their porting projects or address difficult porting challenges specific to their application.

Standard support

Customers who purchase Standard support have 8x5 phone access to support and may also submit problems online, via email, or via fax.

Have questions?

Talk to your Mainsoft business development manager, who can help you decide what level of support best fits your needs. Our philosophy is that we are successful only when our customers are, so one of our core competencies is helping customers deploy successfully. For years, companies like Microsoft, Siebel, Rational, Computer Associates and ESRI have partnered with Mainsoft to roll-out market leading products on UNIX. Why not let us help you do the same?