services: support services

Support Services

Provides consultative and diagnostic assistance via a full-featured, web-based collaboration system

Support Services was crafted to provide technically astute users with periodic hardware and software assistance and usage instructions. These services provide answers for questions such as:

• GoAhead software packaging
  
  
• GoAhead installation and configuration
  
  
• Hands-on help with recovery, debug and troubleshooting
  
  
• Assistance with using standard development tools to create and modify example code at the API and higher levels
  
  
• Assistance with understanding how to integrate a custom or third-party hardware or software product including knowledge of how to make any API changes required
  
  
• Support for resolving defects arising from hardware issues that are unique to the customer platform, as well as assistance with porting issues to proprietary platforms and/or open platforms that have not been ported to or supported by GoAhead previously
  
  

Customers utilizing Support Service also have access to a Web portal that tracks their problem reports and provides access to product updates when available.

GOAHEAD MAINTENANCE AND SUPPORT PROGRAM

GoAhead offers a Software Maintenance and Support Program in order to support the product running on your hardware platform. This is a tiered program that provides defect reporting facilities, defect acknowledgement and defect resolution with pre-ordained response and resolution timelines. Additionally this program enables you to obtain access to all major and minor releases of the product as well as service packs and maintenance patches. It is available in the following two tiers:

Standard Maintenance and Support - Standard Maintenance and Support is offered in an 8:00am – 5:00pm Pacific Time support window via email, phone, and web with a one-day response time.

It provides you defect reporting, defect acknowledgement and response within contractually committed timeframes. No initial defect resolution via patches is provided with this tier of the maintenance program. Defect resolution is provided in service packs and updates that are periodically generated. Standard is typically used by customers who are in development or pre-production phases.

Extended Support - Extended Support provides support 24 hours a day, seven days a week, 365 days a year via email, phone, pager, and web - with a one hour response time.

You have access to defect reporting mechanisms and defect acknowledgement and response within contractually committed timeframes. Initial resolution for critical defect reports is provided within contractually committed timeframes via patches and work-arounds. Extended Support is designed for customers who are in production and need the most comprehensive level of support and quickest response time.