Essentia OnDemand Services: Support

Essentia is committed to fully supporting our customers and their initiatives around Open Source Communities, Online Customer Experience, Rich Internet and OnDemand. Essentia believes that robust support is the major driving factor for the product success and for our customer’s to gain the maximum value from our products. Our core expertise in customer support will provide enhanced customer experience along with higher cost and time savings for our customers over the long term.

Customers can interact with our team in multiple ways. Application issues such as defects, feature requests, and user errors, use model, application usage clarifications are handled through the Customer Support Portal. Customers can also use the Forums provided in their Essentia Support Project for general queries, discussion about the various features, how-to, etc., provided by Essentia. The Support Portal provides a variety of tools and information to aid in resolution of support questions directly by our customers themselves (self-service).  


Forum Based Support:

Support Forums facilitate interaction between customers and core Essentia team members to obtain both basic and advanced support, as well as to discuss roadmap and upcoming features and functions. Different types of forums are available in the Essentia-Support project to organize the different topics under discussion and facilitate quick responses to our customers as shown below.

• General

• Administration

• Tools

• Features

Response Time and Frequency for queries posted in Forums:

Essentia responds in a reasonable time for all the queries posted in forums. For any critical application issues found when using our product we request you to contact the Community Leaders or Support Point of Contact who can escalate for faster resolution.



Direct Support


The Essentia provides three different ways to contact our technical support team based on the program chosen by our customers.

Email

• Send an E-Mail to the following E-Mail id to contact the Essentia Support Services:essentia-support@essentiaserve.com

Support Portal

• Essentia provides option to choose customer designated personnel. This chosen set of people access the following Essentia portal to file issues/cases: http://essentiaserve.com/portal

Telephone

• Contact the Essentia support hot-line number for assistance.



Essentia Support Programs

Essentia offers a multi-level support program to meet the broad market needs, details are listed in the table below.

Table 1: Essentia Support Programs:







Service Levels:

Depending on the severity of the issues reported by our customers Essentia provides a tiered response as described below.


Table 2: Severity




Following are Essentia’s response times for the customer defined Severity Levels. The response times vary based on the Support Programs chosen by the customer.


Table 3: Response levels




Additional custom support services can be configured to meet specific needs of our customers. Typical upgraded services include the following


• Dedicated Support Engineer – A technical support manager dedicated to working on client specific hosting and support issues.

• Site Administration & Facilitation Service – Technical Support Team will directly manage community administration and handle support requests from the community.