Our Platinum Support Plan is our premier service offering. Ideal for global
businesses and government agencies, the Platinum Plan is customized to support
your unique mission-critical environment and deliver the highest levels of
availability. The response time offered with the Platinum Support Plan is the
fastest in the industry. Critical issues include a 30-minute response and a
dedicated support specialist for personalized service.
Dedicated engineer as a single point of contact. All
support cases are routed to your assigned Support Engineer. Our Support Engineers are
highly experienced, senior-level technical staff. A low ratio of 5 customers to 1
Engineer allows us to develop detailed knowledge of your applications, environment and project plans.
Continuous business hours 24x5 support for Critical (P1) incidents and the overall highest
priority response times. Platinum Support includes extended coverage for implementation and upgrade periods.
This level of service is ideal for large companies and organizations with multiple locations around the world.
Highest priority call handling. Your calls receive priority access to
senior technical resources at First Trace through your dedicated Support Specialist, including top
Engineering priority if hot fixes are required to resolve critical bugs you encounter.
Access to the Online Support Center. Platinum 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.
24-hour telephone support for immediate assistance. The First Trace
Support Center is available 24 hours a day, Monday through Friday. Our skilled service professionals
can answer technical questions and assist with application problems.
Annual on-site visits. Your dedicated Support Specialist visits your site
to discuss upcoming product releases, review support activity, and anything else related to support
for your Kinnosa deployment.
Guidance on new releases and products. Your Platinum Support Specialist
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. Platinum customers are
eligible to receive the latest product releases free including both new version releases and maintenance releases.
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