Support Services
InContinuum offers Support Services for end-user customers, reseller partners, and distributors who purchase software products licensed by InContinuum. Our Technical Support Engineers have broad experience in all aspects of the design and implementation of enterprise IT infrastructures. This extensive knowledge assures that our customers receive focused, expert service in support of their business objectives.
Whether it involves supporting a new environment, troubleshooting an existing one or rolling out upgrades, InContinuum Technical Support Engineers provide the expertise required to assure your project’s success.
InContinuum offers two comprehensive levels of Support Services to customers. Each support level has associated annual support fees that are payable for each contract year in which Support Services are provided. All Support Services are delivered per the terms and conditions set forth in the EULA.
Standard Support
- Weekdays, 8:00 to 18:00 (CET), except major holidays
- Software maintenance updates for one year – excluding any release, option or future product which InContinuum licenses separately
- 7×24 access to our on-line support problem registration system and knowledgebase
- Response and acknowledgement of error resolution in accordance with the times published in the EULA
Premier Support
- 7x24x365 including major holidays
- Software maintenance updates for one year – excluding any release, option or future product which InContinuum licenses separately
- 7×24 access to our on-line support problem registration system and knowledge-base
- 2-hour response time for all calls. Acknowledgement of error resolution in accordance with the times published in the EULA
An integral part of the installation process for every CloudController implementation is training in the administration, use and troubleshooting of the application. Your designated personnel receive comprehensive training in the use and operation of all functions and features that our solutions provide you. Individual training courses are also available.
InContinuum Professional Services Engineers are expert in designing and implementing data center virtualization infrastructure and/or enhancing existing infrastructures. Our infrastructure experts work closely with you to design, configure, implement, and test your CloudController solution so that it works seamlessly within your existing environment. Maximizing your return on investment (ROI) is our priority.
Seamless System Integration
From the moment the definitive Statement of Work is agreed upon, the integration will be set into motion. In order to guarantee that the implementation runs as efficient as possible, we test, integrate and configure the CloudController configuration beforehand in our test and demonstration laboratory. Upon successful completion of the implementation, your IT systems management resources will be trained so they can manage the new environment themselves on a daily basis.
Statement of Work
InContinuum approaches each Professional Services assignment with a best practices project methodology. Using our customers’ requirements for management of their cloud-based services platform as a starting point, InContinuum prepares an outline of the assignment to guarantee the desired results. This forms the basis of a Statement of Work (SOW) for the implementation activity in which project milestones and deliverables are defined.
- Installation and deployment of the CloudController software
- Upgrades to new major release versions of CloudController
- Training courses in the use and operation of CloudController
- Development of managed services programs
- IT Project / Program Management