Japan
Germany
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