Though the support is not free, you get a very high availability in exchange. We use an industrial-strength support ticketing system to make sure your support call is professionally handled and nothing is lost on the way.
Our support engineers are real people, just like you. We don't want to let you feel as if you're dealing with a huge, faceless corporation. If you're using professional services, a dedicated support engineer will be assigned to you and will personally handle all your support calls. Our support engineers sign their emails with their real names, not an anonymous alias, such as "Support-17". You'll get to know your engineer, as well as he will get to know you as a customer and your particular setup.
Our hourly-based professional service packages include:
|System design consulting||Performance and security auditing|
|Phone and video conference support with screen sharing sessions||Elimination of accidents caused by improper customer actions|
|Guided deployment and administration||Localization of accidents caused by hardware and third-party software failures|
|Remote software upgrades||Migration of the customer's installation to other hardware platforms and database servers|
|System administration and configuration||Custom development (drivers, plugins, widgets, reports, etc.)|
|Personalized training sessions|
Update Notifications, Latest Versions and Maintenance Packages
AggreGate is an evolving system, so new features are added constantly. Our development team regularly analyzes the customers' needs and requests, which makes it easier to understand what the customers really want to do. Speaking of valuable partners, they have a direct way to influence the platform roadmap.
Security is always a concern, too. We are constantly on the lookout for any security holes, issue patches and fixes, while the AggreGate users get immediate e-mail notifications about any patches and new minor versions, freely accessing them on the web.