Support

Support Programs

Select the Standard Support program for small- to mid-size deployments, or the Premium Support program for large, enterprise-wide deployments. For more information about each program, simply click on the bullet.

>> The Standard Support Program

Advanced support is at your fingertips. Expect customer care engineers who understand your unique business environment with the Standard Support program:

  • Resolution-focused customer care engineers
  • 24/7 access to online customer care and resources

Resolution-focused Customer Care Engineers Every Business Objects customer care engineer has a deep understanding of various industries and business environments, allowing them to immediately discuss support issues in context. Because the engineers are specially trained to understand your business, they are able to resolve requests quickly and minimize the impact of support problems.

24/7 Access to Online Customer Care and Resources Business Objects online support resources are designed to offer quick and easy references for common problems. Access to online resources helps users easily resolve problems on their own, at any time of day. As a Standard Support program customer, you will have access to online customer support (OCS), which contains the Knowledge Base, the Knowledge Exchange, and the electronic software delivery (ESD) service.


>> The Premium Support Program

Beyond support, the Premium Support program is an extended partnership. Expect all of the Standard Support program benefits with the Premium Support program plus:

Premium Support Engineer
Business Objects premium support engineers (PSEs) are trained to understand both your technical and business environments. Because you will work consistently with the same team of engineers, you will build a working partnership that allows the PSE to resolve problems quickly and accurately.

Technical Account Management
As a Premium Support program customer, you will be assigned a technical account manager (TAM) to ensure you are using your investment to its fullest potential. The TAM collaborates with your business and technical resources to plan the best support partnership for the coming year. Once every quarter, your TAM will visit onsite to prepare an environment report. Your TAM will share the report with your team of PSE engineers to help them resolve your cases even faster.

Premium Priority
As a Premium Support program customer, your case will always receive premium priority. When you log a low or medium priority case online, your issue will be flagged as a premium customer and redirected to your PSE for follow-up. And to expedite a case or for feedback on critical issues, you can always contact your PSE directly.

Focus on Your Needs
Superior service stems from our understanding of your business and technology needs. Weekly and quarterly assessment reports from your technical account manager will help you understand your current environment, troubleshoot potential problems, and plan for future needs. Your PSE and the rest of the support team will have access to these reports to help you resolve cases even faster.