Scorpus
provides support services to its customers and partners. The
services are extended to prospective customers (evaluators)
in a limited way, so as to help them understand the suitability,
applicability and the implementation approach.
Scorpus support services is made available in two stages of
adaptation, that is the presales and post sales.
Post sales support is a maintenance contract for Scorpus customers
and partners. By having a valid annual maintenance agreement,
you have access to:
Technical support via Web, email, phone and/or fax on annual basis;
Free product updates when Scorpus issues major new functionality
releases, service packs, and/or hot fixes for the products that
you have licensed;
Post
sales support
Customer
Objective
Short
description of the support service
Increase
benefits from product, usage, upgrade & value derived.
Training,
product configuration, Interfacing with other tools,
usage support, defect report & workaround.
Contract
Final bill of material which includes the customer
id, user access details, support responsibility,
& Warranty.
Post
– Sales - 1
Installation, interfaces through plug-ins & testing,
Training user.
Licensing issues, updates, Warranty & Support
calls.
Post
– Sales - 2
Defects report, follow up with L2/L3 support. Provide
patch, track versions at customer sites. Provide license
update information. New version, feature update information.
Objective:
Improve usage, generate support & upgrades revenue.
Provide customers upgrade path & value.
Scorpus
in 2007 will provide support using e-mail, telephonic, desktop sharing
facility on the web, FAQ’s and documentation.
This is available 9.00AM to 6.00 PM India
Time, 5 days a week from the Scorpus, Bangalore, India center.
