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Customer support programs should be easy to access, clearly defined, and flexible enough to meet
your specific needs. That's what we've created at Ensim. The Ensim Support Program offers a variety of technical
support service levels with additional support-specialist offerings designed to help you gain the most from your
investment in Ensim solutions.
Tiered support services to fit your needs and your budget
Our technical support services are tiered to meet your needs—from basic telephone or email-based services and remote troubleshooting to enhanced on-site services to help you manage your technical support relationship with Ensim. The Ensim Support Program offers four tiers of service:
The tiered approach enables you to select the level of service appropriate to your business requirements and your budget.
Committed to superior support
Ensim's Support
Program provides you with an all-in-one support package for Ensim solutions. You have a network
of global resources, an unparalleled technical support staff, and flexible support options. Ensim is committed to
providing you exactly what you need.
Use the program level chart below to find the service level that is right for you.
| Program Feature |
Bronze |
Silver |
Gold |
Platinum |
| Feature Mechanism |
Web-only |
Phone and Web |
Phone and Web |
Phone and Web |
| Coverage Hours |
8 x 5
(Mon-Fri) |
16 x 5
(Mon-Fri) |
16 x 5
(Mon-Fri) |
24 x 7 |
| Response Time - Phone Incidents |
N/A |
2 Hours |
2 Hours |
1 Hours |
| Response Time - Web Incidents (Critical) |
12 Hours |
4 Hours |
4 Hours |
2 Hours |
| Response Time - Web Incidents (Non-critical) |
24 Hours |
24 Hours |
24 Hours |
24 Hours |
Monthly Limit of Per-Incident Support
Tickets |
5 |
15 |
25 |
100 |
Notes:
- Customers with evaluation, warranty or per-incident support contracts will receive an initial response to support requests within 24 hours.
- Ensim holidays are excluded from normal hours of coverage (with the exception of Platinum support).
- Security fixes are included at no charge with the cost of the product.
- Ensim Support plans list our "committed hours of coverage." Support staff is active at Ensim 24 hours a day, five days a week. If you submit a ticket outside of the Ensim support committed hours of coverage, we will respond to your ticket on a first come, first serve basis ranked by plan (i.e. Platinum, Gold, Silver, Bronze).
- Call your Account Manager to discuss or upgrade your current Support Plan.
- For pricing information on the product licenses as well as the support plans, please contact Ensim Sales.
Telephone and email support
Ensim's technical support team is specifically trained to perform troubleshooting activities over the telephone or by email. Depending on your specific needs, service options range from coverage on an 8-hour x 5 days a week, Monday to Friday basis to full 24 x 7 x 365 days-a-year coverage via toll-free telephone (where available), email, or the Internet.
Technical Knowledge Base
As a member of a Ensim support program, you will have 24 x 7 Web access via a dedicated user login and password to Ensim's Technical Knowledge Base. Here you will find comprehensive technical information, including troubleshooting techniques, frequently asked questions, software downloads, and technical white papers.
Proactive notification
Ensim proactively notifies Gold and Platinum service level program members of software upgrades, patches, and maintenance releases as they become available. Additionally, these members receive notification of any updates to the FAQ database.
Issue Reporting
You will receive an issue reference number for all issues that you report to our technical support team. This allows our team to record each issue and its severity, assign a Ensim Technical Support Analyst, and track each issue through to its completion. Based on your service level, each issue is assigned standard or increased service level targets. Our Gold and Platinum service level members receive issue completion reports, providing a history of all calls to the support center during a specified time.
Technical Contacts
You can select the number of technical contacts that will be authorized to contact Ensim's technical
support team for issue submissions.Optional support specialist offerings For an additional fee, you can have a support specialist from Ensim's technical support organization perform
specific tasks such as technical troubleshooting, audits of your support systems and infrastructure, skills transfer on
new releases, migration issues resolution, and much more.
Installation and upgrade services
Whether you are installing Ensim products for the first time or upgrading to a new product release, we offer
a service to ensure that your installation or upgrade is completed quickly and efficiently.
System audit and health check services
Having productive, efficient systems is essential to getting the most from your Ensim software investment.
Ensim technical support engineers will perform a complete system audit of your installation, closely reviewing
all factors that could affect the performance of your system. Following the monitoring event or the audit, we
will produce a detailed report of the system and make recommendations for improvements to the installation.
System Monitoring
Depending on your organization, you might need assistance through remote monitoring of your installation.
An Ensim technical support team member will provide a level of remote monitoring determined by you and Ensim.
Following the monitoring event, we will produce a report detailing the status of the system and make recommendations
for improvements where necessary. Additionally, any issues found will then be routed through the normal technical support
channels on your behalf.
Support Engineer Training
Customers supporting their own Ensim product installations can have their support engineers trained by Ensim.
The training goes beyond the advanced product training, covering diagnostic techniques, remedial actions, and
recovery procedures. Each Ensim trained engineer will learn to identify the cause of any system failures
and restore the system to operating mode and/or define a workaround— without involving Ensim.
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