When you have a problem, you need resolution quickly and efficiently, with as little impact or downtime possible. That's why it is the mission of TTG's global support team to provide you with the quality support you deserve. Whether it is because you have a question or you are in the critical situation. Every support engineer makes every efforts to exceed your expectation by providing:
TTG utilizes Support Centers where it is necessary around the world. These Support staffed are highly qualified engineers 24X7 and are accessible via phone, e-mail, and fax. When available, a Support Center uses remote access to enter the Customer's production/testing environment(s) in order to expedite problem resolution by Support Center engineers. Customer satisfaction is ensured as Support Center personnel are measured by their success to resolve the customer's problems quickly, efficiently, and in a way that the problem does not repeat itself. Maintenance and support services offered are mainly as follows:
|Basic Maintenance & Support||Support is provided during business hours. Maintenance releases of the TTG Products are provisioned.|
|Extended Maintenance & Support||24x7 operational support (with a pre-defined service level agreement).|
|On-Site Operational Support (for operators)||On-site Operational Support includes assigning TTG engineers to the customers site.|
|On-Site Operational Support (for developers)||This service is provided to customers who seek TTG's support to manage their TTG provided applications.
Includes periodical review of the system health from a system management point of view.
|Remote Operational Support||A service that is offered to certified engineers who install TTG software, customize TTG software or develop using TTG software. On-Site Developers support is offered at the customer's own location.|