Xinuos TEAM Services

(pdf version of datasheet)

Xinuos TEAM Services are designed for a wide range of corporate customers requiring high-level, proactive technical support for business critical operations. TEAM's award-winning services are available for all Xinuos products, with the ability to addon 24x7 emergency service support.

Xinuos's senior technical account managers are a very valuable feature of this service, responsible for assuring successful solution implementation and support for your Xinuos systems. These certified professionals oversee all aspects of your support requirements to meet your business needs.

Key Features:

• Immediate and direct access to an Assigned Technical Account Manager via telephone, email, web or pager during standard business hours with customer-defined priority
• Unlimited incidents per Xinuos product or platform on current release
• Three authorized customer contacts
• Annual on-site account review
• Weekly account status report
• Escalation management
• Access to Xinuos's personalized Online Service Manager, which includes:
  • Xinuos's Knowledge Center for current and retired products
  • Automatic notification services of the latest technical and product information
  • Secure password protected access to your entitled online account and support contract information, and support activity status
  • Xinuos Software Support Library download capability
• Remote dial-in problem analysis
• Parallel customer configuration running at TEAM site
• Add on Services (24x7 Emergency Services and Retired Product Support)

Benefits:

• Personalized, proactive support
• Technical Account Manager develops a close working relationship with your TEAM to fully understand your project needs
• Reliability and dependability
• Consistent worldwide coverage, including local language support
• Immediate access to up-to-date information on fixes, new features and helpful hints
• Flexibility and choice in your product coverage

Technical Account Manager

The TEAM Technical Account Manager assigned to your account serves as your direct contact to Xinuos TEAM support. Your Technical Account Manager will provide the Xinuos technical expertise required to assure successful solution implementation and support for your Xinuos systems.

Annual on-site Program Review

To establish the foundation for a solid relationship with the Xinuos technical TEAM, your Technical Account Manager will visit your site to conduct an initial review of your project requirements, and establish the optimum process for communication and escalation.

Backup Always Available

An alternate Technical Account Manager is assigned to your account as a backup when your primary Technical Account Manager is not available. Your Technical Account Manager is backed by one of the industry's leading engineering team.

TEAM Add on Services

• Add-on options are available to your base TEAM contract:
• 24x7 Emergency Services
• Support for additional Xinuos products and platforms
• Limited Retired Product Support

For more information, contact your local Xinuos sales representative, or:

In the Americas, phone 1 (800) 726-6561
In the rest of the world, phone +44 8700 994 992