SoftTech Plus

SoftTech Plus, a uniquely designed support service for Xinuos channel, includes support for Xinuos complete product portfolio.

Xinuos knows that when you are managing systems where time is critical, key resources and customers depend on you for fast, accurate technical support. SoftTech Plus offers a managed support relationship with fast, accurate response time to help you meet your company and customer’s unique needs.

Key Features

  • Unlimited Telephone, Email, fax or web incidents
  • Support for all current Xinuos product releases
  • Three authorized contacts
  • Assigned Administrative Account Manager
  • 1 business hour response
  • Xinuos Online Service Manager includes personalized access to:
    • Xinuos Knowledge Center for current and retired product Technical Articles and patches
    • Automatic notification service for new Technical Articles and patches
    • Software Support Library download image
    • Online support contract and activity information
    • Status reports
  • Add on services available (24x7 Emergency Services, retired product limited support)

Benefits

  • Simplifies support administration
  • Simplifies contract administration
  • Access to powerful online self-help technical tools
  • Simplifies contract administration
  • Ensures efficiency and the technical expertise of your staff
  • Ensures fast response for critical issues
  • Ensures continuity throughout the resolution process
  • Gives you status of all your Service Requests

Account Manager

To ensure that your support service needs are met, an account manager is assigned to your company to provide a single point of contact for administrative issues, and is an advocate for your support account within Xinuos.

Access to Xinuos Knowledge Center

SoftTech Plus is a unique service in that it allows you access to all Technical Articles for current and retired products using your Online Service Manager.

Automatic Notification Service

With this service, you will be automatically notified by email of all new technical articles, patches, product announcements and other information.

Online Account Information/Status Reports

Secure password protected access to your entitled support contract information and support activity status. In addition, you will also receive monthly status reports through email.

Ability to download the Software Support Library image allowing you to generate your own CD.

Optional Add-on Services

With SoftTech Plus, you have the option of adding on services to your base contract for an additional fee, such as:

  • 24x7 Emergency Services – After standard business hours support on issues defined as critical to your overall business that cannot wait until normal business hours. You have the flexibility of purchasing 24x7 Emergency Services on an annual, overnight or for a weekend basis, depending on your business critical needs.
  • Retired Product Support – Add on service is offered on a limited configuration, installation, and troubleshooting basis for the core operating system products that have been officially retired from Xinuos supported product line. Support is limited to existing workarounds and fixes, and does not include engineering escalation support.

For more information, contact your local Xinuos sales representative.