Services

Support Options for GUPTA Products

Telephone Support Options

Standard Support

Standard Support provides basic telephone support for one named contact. Standard Support is available for the Database and Tools (including Routers) product groups that you would like to have covered by telephone support.

Features/Benefits:

  • Telephone access to a team of product specialist Technical Support Engineers (TSEs) with expertise in Unify products.
  • One customer contact eligible to call the technical support hotline.
  • Issues are assigned to an individual TSE who owns the problem to resolution.
  • Access to open case activities/status on the Internet. 

Standard Plus Support

Equivalent to Standard Support with up to five named contacts. Standard Plus Support is available for the Database and Tools (including Routers) product groups that you would like to have covered by telephone support.

Enterprise Support

Enterprise Support provides telephone support by Senior level TSEs for up to 5 named contacts. The senior level Enterprise Support Team are the most technically qualified in Unify products.

Enterprise Support is available for the Database, Tools (including Routers) product groups that you would like to have covered by telephone support.

Features/Benefits:

  • Telephone access to a dedicated team of Senior level Technical Support Engineers (TSEs).
  • Five named customer contacts eligible to call the technical support hotline.
  • One hour target response time on highest priority issues; 2 hours on lower priority issues.
  • Quarterly conference call at customer request to ensure that Unify is aware of customer issues; provides strong advocate for customer within Unify.
  • Toll-free 800 telephone number (US only).
  • Access to open case activities/status on the Internet. 

Premium Enterprise Support

Premium Enterprise Support is an enterprise-wide agreement covering all the Unify products you want to include. This is the highest level of service and is designed for customers desiring a partnership with Unify . Primary and backup Senior Unify TSEs act as technical account managers for the account, working with Field Sales. 24-by-7 coverage helps ensure that mission critical systems are always up and running. Premium Enterprise Support is tailored to your requirements.

Features/Benefits:

  • Telephone access to a named primary and backup Senior level Technical Support Engineer (TSE) assigned to the account.
  • Up to 5 named customer contacts eligible to call the technical support hotline.
  • 30 minute target response time on highest priority issues; 1 hour on lower priority issues.
  • Emergency Support for production down issues 24-hours-a-day, 7-days-a-week.
  • Monthly account conference calls, plus annual site visit by Unify Technical Support personnel, ensure that Unify is aware of your issues and provides strong customer advocate within Unify.
  • A yearly site visit from a support representative.
  • Toll-free 800 telephone number (US only).
  • Access to open case activities/status on the Internet.

If you are interested in purchasing a Technical Support contract, please contact the Unify Sales Office located in your area:

United States/Canada/Latin America
Phone: +1 (866) 274-8782
Email: sales@unify.com

Europe
Phone: +49-811-555-430
Email: ines.piech@unify.com

Asia Pacific
Phone: +44 1344 382143
Email: mark.bygraves@unify.com