Fiorano Professional Services - Premium Support

Fiorano Technical Support services enable the Enterprises to increase productivity by providing rapid response and technical assistance to solve production critical issues. It aids in resolving technical glitches and issues that arise while using different Fiorano Integration products. Fiorano Support Services ensures continuous business operation at all time zones/geographic locations throughout the year.

The Fiorano Support portal is a dedicated portal for logging incidents and queries about the products and their usage. Customers can track their requests/queries through a Support Tracking ID provided upon logging a support request. It acts as a committed communication bridge between customers and Fiorano support engineers. It also gives access to the knowledge base.

Support Packages

Fiorano Software Technical Support is designed to provide a proactive approach to resolve the technical issues generated. The customers enjoy the flexibility of three different support bands to choose from:

Standard Support Package The Standard support package is designed for customers with support needed only during active business hours i.e. 5 working days in a week with support available over email, telephone or chat.
Premium Support Package Premium Support package caters to business requirements that mandate all week support. Apart from extended support time, you also receive unlimited support cases with an assigned Technical Account Manager.
Premium Plus Support Package The Premium Plus support package is carefully tailored for mission critical business requirements. With a perennial availability of skilled technical resource, every support case is considered with highest priority to ensure the fastest resolution time.

More details on the different services and their classification as per support tiers is shown below:

Support Services Standard Premium Premium Plus
Support Hours 8x5 24x7 24x7
Support Days Business working Days Excluding National Holidays 365 days in a year
Support Cases Limited Unlimited Unlimited
Expected Response Time 8 hrs 4 hrs 3 hrs
Online Technical Support Yes Yes Yes
Telephone Technical Support Yes Yes Yes
Global Support Yes Yes Yes
On Demand Software Updates Yes Yes Yes
Fiorano Alerts and Notifications Yes Yes Yes
Access to Fiorano Documentation Yes Yes Yes
Service Level Commitment Yes Yes Yes
Access to Support Portal Yes Yes Yes
Access to Fiorano Knowledge Base - Yes Yes
Problem Escalation Management - Yes Yes
Priority Product & Technical Case Resolution - Yes Yes
Problem Status Tracking Yes Yes Yes
Remote Diagnostics - Yes Yes
Exclusive Discount on Training - Yes Yes
Assigned Technical Account Manager - Yes Yes
Assigned Premium Response Contacts - Yes Yes
Bi-Annual Technical Support Reviews - - Yes
Pre-Deployment Review - - Yes
Custom Patches for product bugs Yes Yes Yes
Perennial skilled resource availability - - Yes
Automated Monitoring Services - - Yes
Fiorano Environment Management - - Yes

FPSS also includes standard technical support which is contracted through an Annual Maintenance Contract (AMC) by all customers and covers standard technical support. Click here for more details on Fiorano Technical support policies, together with SLAs for premium support.

For more information on Fiorano Premium Support Program, please go through the document