Premium Support

Premium Support Engineerは、問題を解決するだけでなく、未然に防げるようにビジネスシステムの保守を行います。複雑なシステムをサポートするためのスキルとリソースは容易には見つかりません。ビジネスに合わせてソリューションをカスタマイズしている場合はなおさらです。Micro Focusにお任せください。Premium Support Engineerでは、単一の窓口となる経験豊富なエンジニアが、以下のようなサービスを直接ご提供します。

• 貴社の技術環境を理解し、社内チームと緊密に連携する
• 既存の投資を最大限活用できるよう、問題を未然に防ぐ
• 社内チームが変化するニーズに対応して、技術的な問題を防止できるよう支援する
• 迅速に対応して、適切な解決策を特定し、極めて困難な問題も解決する
• ダウンタイムを回避して、コストと業務の中断を最小限に抑えられるよう支援する

Primary Support Engineer

Primary Support Engineer (PSE)は、問題を解決するだけでなく、未然に防げるようにビジネスシステムの保守を行います。1人のPSEが担当するお客様は数社と少ないため、お客様ごとに割ける時間も必然的に多くなり、貴社との間に、よりパーソナライズされたテクニカルサポート関係を構築できます。Primary Support Engineer (PSE)は、年間を通じて定期的にお客様の現場を訪問します。また、緊急時には24時間365日体制で電話でのサポートをご提供します(該当の保守プランを選択した場合)。PSEは、主要都市および当社現場オフィス付近に配属されているため、お客様と緊密な関係を築くとともに、Micro Focusのサポートインフラと密接なつながりを維持することができます。

パーソナライズされたアカウント管理は、お客様に大変ご好評をいただいているサービスです。担当のService Account Manager (SAM)が、貴社と緊密な関係を築き、テクニカルサポートのニーズを詳細に把握します。Service Account Manager (SAM)は、貴社の観点から、貴社に代わってサポート担当者の調整を行い、重大な問題を最短の時間で解決します。

問題が発生した際には、SAMに連絡するだけで迅速に解決されます。また、業務の中断を最小限に抑えながら、システムを再稼働できるため、エンドユーザーは速やかに業務を再開できます。

SAMは問題発生時に迅速に対応するだけでなく、将来のテクノロジープロジェクトの計画やトレーニングニーズの特定などについても支援します。定期的にミーティングや電話会議を行い、貴社のサポート履歴のレビューを実施します。

このサービスレビュー時にサポートに関する課題をご相談いただければ、SAMが解決を支援します。SAMは、貴社のサポート履歴とフィードバックに基づいて状況を観察し、トレーニング、プロセス改善、ヘルスチェック、オンサイト訪問などのビジネス改善活動を提案します。

Advantage Incident Packs

深刻な問題や複雑な問題について、シニアサポートエンジニアが高レベルのサービスを提供します。Advantage Incident Packsでは、特定の件数の重大な問題について、エキスパートが迅速に対応します。営業時間内であれば、シニアサポートエンジニアが1時間以内に対応します。通常のサポートチャネルを利用するか、Advantage Incidentsを利用するかは、その都度自由に選べるため、必要なときに必要なサポートを利用できます。

注：すべてのパッケージの有効期限は12ヵ月です。

Undertaking system maintenance or implementing a new solution—making any system change at all, can be a high–risk operation. And even though these tasks are necessary, they are not your top priority. This work cannot interrupt the processes that drive your business. With Scheduled Standby, you can arrange for an experienced technical support engineer to be available at a specific time and date, outside of business hours, to be available while you perform system repairs, updates or maintenance.

With our Scheduled Standby service, you can receive access to a technical support expert for a 4-hour block of time. The engineer with the skills and expertise best suited to assist will be available at precisely the right time. Prior to your scheduled on-call support, you can arrange to talk to this expert to discuss your planned changes. During this time, the support engineer becomes familiar with your

system and offers advice on preparing for and implementing the system changes. Time spent with you before you make your changes will also prepare the support engineer to optimize assistance during the actual standby period, helping you prevent surprises and reduce time and costs.

Scheduled Standby comes with a 15-minute target response: at any time during your maintenance, you can contact your Scheduled Standby engineer and get the expert response you need within the allotted time. You'll make system changes with ease, and by the start of the next business day, have your systems up and running at optimal performance levels. (Availability varies per product).

With tightening IT budgets, you want to get the most from your IT infrastructure. You understand it is more cost effective to optimize your existing systems than to redesign or replace them; and more proactive to maintain your systems than to respond to down-time. We can help. Take advantage of our Health Check service, a formal review and analysis of your environment. One or more highly experienced technical support engineers will review configuration, patch currency, and other factors to identify any problems or areas needing improvement. If you have concerns about certain areas, the Health Check team will assess them in particular depth.

After this analysis, the team will prepare a report for you that offers technical recommendations specific to your environment and business issues. The Health Check team designs its recommendations to help you improve your network manageability, which leads to enhanced performance. The report will include recommendations for enhancements, upgrades and configuration improvements. If you choose to transform your environment, we can work with you at every step. Our talented support engineers help smooth the way by eliminating implementation glitches and getting intimately acquainted with your systems and business. And after your solution is in place, you can continue to rely on us. We combine our unique knowledge of your business with a wide range of Premium Support options, from phone support to dedicated on-site resources.

When the unexpected occurs, we can send an expert to help you bring your systems back online. On-Site Support delivers highly skilled and focused resources when you need them, without the cost of hiring or training staff. Our On-Site Support engineer can also work alongside your team during and directly following planned system changes. If your environment is complex, you may choose to purchase time with multiple engineers, each with a different area of expertise. In addition, all On-Site Support engineers have access to the expertise of our entire technical support organization and the latest product and troubleshooting information.

Your staff members will also learn best practices from our On–Site Support engineers, enabling them to quickly and efficiently solve future problems. You will be able to lower IT costs and heighten productivity throughout the department because you will reduce downtime and spend more time focused on strategic initiatives, ensuring you maintain a distinct advantage over your competitors. (Availability varies).

For solution design and large implementation projects, learn more about Micro Focus Consulting.

Note: All Packages expire in 12 months