The Silver Support Plan is our basic service offering for small to mid-size companies. Ideal for
companies on a limited budget, the Silver Plan provides basic email support for most
incidents and telephone assistance for critical (P1) issues. Your in-house technical
staff receives installation and operations assistance to help resolve problems and
keep your enterprise running smoothly. Critical issues receive a response within 2 hours.
Normal business hours support for Critical (P1) incidents. Your calls
are given priority status and handled by the next available Support Specialist. Silver Support includes normal business hours coverage for implementation and upgrade periods.
This level of service is ideal for companies and organizations that want a cost-effective, yet responsive support solution.
Designate two 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. Silver 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.
Submit an unlimited number of support cases. Designated Support Contacts may
use the Online Support Center Case Management System to submit and manage cases for installation, configuration,
usage issues, "work-arounds," patches, maintenance releases and product updates.
Telephone support for Priority 1 Cases. Silver Support includes telephone support
only for Priority 1 incidents. Our Support Specialists provide fast electronic response to help resolve Priority 2, 3 and 4 issues for designated technical contacts.
