goldsupport

To get ahead in business today, you need to get more out of all of your resources – technology, people, and software. The First Trace Palladium Support portfolio includes offerings designed to help you get the most out of your investment in Kinnosa software and stay ahead in the quest to help reduce your total cost of ownership.

Our Gold Support Plan is our service offering for enterprise installations. Ideal for large businesses and government agencies, the Gold Plan is customized to support your unique environment and deliver the high levels of availability. The response time provided with the Gold Support Plan keep your enterprise running smoothly. Critical issues include a 1-hour response and telephone access to our team of expert Support Specialists.

Extended business hours 16x5 support for Critical (P1) incidents. Your calls are given priority status and handled by the next available Support Specialist. Gold Support includes extended coverage for implementation and upgrade periods. This level of service is ideal for large companies and organizations with critical operational installations.

Designate up to four Support Contacts. Designated contacts are authorized to submit support cases and communicate with the First Trace Support Center. Authorized Support Contacts receive notifications of new product releases and updates, and have access to the Online Support Center.

Access to the Online Support Center. Gold Support customers have 24-hour access to the First Trace Online Support Center including the online Knowledgebase which offers extensive product documentation, user manuals and other helpful resources. Authorized contacts also have access to the First Trace Case Management System to create, search, update and track status of support incidents.

16-hour telephone support for immediate assistance. The First Trace Support Center is available 16 hours a day, Monday through Friday. Our skilled service professionals can answer technical questions and assist with application problems.

Guidance on new releases and products. Our senior Support Specialists will proactively notify you of upcoming releases of your Kinnosa products, work with you to determine which releases offer relevant improvements and assist in developing migration plans.

Keep current with new releases and maintenance updates. Gold customers are eligible to receive the latest product releases free including both new version releases and maintenance releases.

Receive 8 hours of Developer Support per our normal Developer Support program plus the opportunity to purchase additional Developer Support time at special discounted rates.