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Support
Metastorm’s experienced, customer-focused support organization is dedicated to providing timely, quality service and technical product support to our community of partners and customers around the world. By maintaining an active support program contract with Metastorm, customers receive the following benefits:
- Access to product support resources by phone, email and web.
- Access to an online knowledge base repository.
- Access to software downloads, software maintenance releases and new functionality.
- Access to Metastorm’s annual User Conference.
- Membership in regional Metastorm User Communities.
- Admission to periodic Metastorm seminars, product road shows and other customer-focused events.
- Access to Metastorm marketing resources to promote project successes in the form of case studies, customer video testimonials and industry award submissions.
Click the tabs below for more information on Metastorm’s Support Programs and our Help Desk Contacts.
Metastorm ProVision® customers can access the Metastorm ProVision Support self-service site here.
Metastorm BPM® and Integration customers can access the Metastorm BPM & Integration Customer Zone here.
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Metastorm Worldwide Support is categorized into two service lines:
Standard Support Services – pre-packaged support offerings with defined deliverables and service levels. Gold and Platinum packages are designed to cater to the most common customer demands with specific service levels.
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Gold support, the most popular support services package, extends the emergency support into evening hours. It is designed for customers with moderate support requirements and who run more critical business processes.
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Platinum support provides 24-hour-a-day support, including weekends, holidays, and for emergencies. It is designed for customers that require round-the-clock support, and who run mission critical business processes.
Flexible Support Services – tailored support, based on certain core components, that can only be provided in addition to a Standard Support Service. These services are designed for customers who have particularly intensive support needs around certain sensitive or business-critical systems.
- Upgrade Planning - A time of increased risk to any IT system is when new software upgrades are implemented. Mitigating that risk by good upgrade planning and upgrade phasing can prevent problems before they occur.
- Site Visits - Typically carried out once per month, site visits by a support analyst can review installations, provide knowledge transfer, help define good administrative practices and much more.
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- Call Reviews/Management - Typically carried out monthly, this service provides a pro-active approach to reviewing calls with the aim of highlighting particular ‘hotspots’, trends, or perhaps staff training requirements.
- Performance Analysis - This service provides insight into best practice administration procedures, system performance analysis, and tuning.
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Help Desk Contacts
If you are a customer or partner with an active support agreement in place or are interested in adding or upgrading your support agreement, you may contact our global help desk resources per the contact information below.
Customer Service Team:
Metastorm BPM
Hours 04:00AM – 08:00PM Eastern Time
T: +1 443-874-1301
T: +44 (0)20 8971 1600
helpdesk@metastorm.com
Metastorm Integration
Hours 08:00 AM – 05:00PM Eastern Time
T: +1 443-874-1301
T: +44 (0)20 8971 1600
helpdesk@metastorm.com
Metastorm ProVision
Hours 08:00 AM – 08:00PM Eastern Time
T: +1 443-874-1301
T: +44 (0)20 8971 1600
provisionsupport@metastorm.com
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